EMEA Consumer Lines Operations Director
hace 1 semana
We are seeking a highly experienced EMEA Consumer Lines Operations Director to lead our team in delivering operational excellence. This role is based in Glasgow, London, or Madrid and involves leading cross-functional teams to achieve high-quality standards and controls.
Key Responsibilities- Lead the development of new business implementations in policy administration, premium collection, and customer service.
- Ensure accurate and timely consumer lines billing, incorporating central operations, local operations, IT, and Finance.
- Analyze data to identify areas for improvement and implement corrective actions.
- Collaborate with cross-functional teams to establish quality standards and guidelines for operational billing processes.
- Conduct inspections and assessments to ensure compliance with internal policies, regulatory requirements, and customer expectations.
- Develop comprehensive billing quality management systems and document quality-related metrics and trends.
- Investigate billing service defects, customer complaints, and non-compliance incidents, taking appropriate actions to prevent reoccurrence.
- Evaluate the operational and commercial performance of Chubb's outsourced partners and implement enhancements to improve results.
To be successful in this role, you will need:
- Proven leadership experience in policy administration and billing management within a fast-paced, tech-driven environment.
- Subject matter expert knowledge of policy administration, billing processes, practices, customer service, and related regulations.
- Experience with state-of-the-art billing systems.
- Strong understanding of quality control principles, methodologies, and tools.
- Familiarity with quality management systems, such as ISO standards or Six Sigma.
- Excellent analytical skills, with the ability to collect, interpret, and present data to drive informed decision-making.
- Detail-oriented with excellent organizational and project management abilities.
- Proven leadership experience in customer service.
- Proven leadership and interpersonal experience, with the ability to collaborate effectively with cross-functional teams, Executive Management, senior internal and external stakeholders.
- Multi-national environment experience.
- Fluency in English, and at least one additional language would be advantageous.
- Proven commercial leadership with budgets, cost-benefit analysis, and expense control.
We offer a competitive salary of £80,000 - £110,000 per annum, plus a discretionary bonus scheme, 25 days annual leave, hybrid working options, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidized gym membership, Comprehensive Learning & development offerings, and Employee Assistance program.
About UsAt Chubb, we value diversity, equity, and inclusion. We strive to create an environment where colleagues can thrive and contribute their best work. Our core values are Integrity, Client Focus, Respect, Excellence, and Teamwork. If you share these values and are passionate about delivering exceptional results, we encourage you to apply.
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