AVP Quality and Data
Job Description
The Claims Service Center, AVP of Claims Operations Process, Quality and Data Management, reports directly to the VP of the North America Claims Operations and will play a key role in the transformation of Operations by aligning and improving processes, execution of a data management model and comprehensive quality program, and management of BPO resources.
Major Responsibilities
• Collaborate with the VP of Operations to develop and implement strategic initiatives to streamline processes, enhance efficiency and improve overall operational effectiveness
• Develop framework, execute, and monitor back-office business processes and performance results to deliver key business outcomes with a high degree of accuracy and value, using a progressive mindset, focused on continuous improvement
• Provide oversight of Process, Quality and Data Analysts
• Provide oversight of Operations BPO Team
• Manage Operations Business Process Relationships with key stakeholders and vendors
• Establish and sustain the development, documentation, and implementation of improved operational procedures and business processes, process re-engineering, automation, and alignment of system support functions
• Collaborate with Data and Strategy Leaders to develop a data management framework
• Ownership of Claim Operations data collection and analysis; partner with Data Management and Workforce Manager to develop and deliver regular performance reports, presentations and recommendations to senior management
• Analyze key performance indicators, operational metrics and quality data to track performance trends, identification of root causes and solutions
• Compile qualitative input and data points to determine process effectiveness
• Develop and oversee a comprehensive quality program, focused on process effectiveness and outcomes; work with Compliance and Regulatory partners on root cause analyses and action plans
• Demonstrate effective problem solving and influencing skills and provide innovative solutions to improve competitive advantage (including process re-engineering, automation, and service excellence)
• Proactively support the development and monitoring of service standards and establish operational processes that support and strengthen customer experience while applying internal and customer feedback
• Cultivate a positive and inspiring work environment amongst all stakeholders and vendors throughout the business unit, while managing projects and opportunities for the operation
• Advance talent throughout the organization, while engaging in proactive employee development, employee engagement, and succession planning
• Effectively communicates and influences across a diverse group of stakeholders including Claims, Business Transformation, BPOs, Compliance, Product and IT
Qualifications
• Bachelor’s degree
• Minimum of 5 years of managerial experience in the insurance industry and/or back-office operations.
• Experience in BPO/Offshore Management
• Skilled at evaluating, scoping, and defining complex business processes integrated across organizations
• Experience in modernizing back-office processes to be delivered digitally with the ability to scale and reuse across the organization.
• Experienced in establishing consistent processes and scaling them across a complex organizational structure and agnostic of geography
• Ability to lead through influence and example
• Strong project management skills
• Effective at cross-functional problem solving and aligning stakeholder expectations
• Strong analytical, presentation, and communication (oral and written) skills
• Strong end-user computer skills, e.g. Excel, Word, PowerPoint, Visio
• Proven ability to provide direction and technical guidance to promote team excellence and development of staff
• Excellent customer orientation
• Projects self-confidence, authority and enthusiasm
• Ability to travel
About Us
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.
Insurance
Quality Assurance
Full-time