Claims Operations Team Leader

**About Chubb**

**The role**:
Chubb is seeking a dynamic and results-oriented **Claims Operations Team Manager**to join our growing international team at the EMEA Claims Centre in Madrid. In this key leadership role, you will oversee a team of claims processors, ensuring the delivery of exceptional service and high-quality outcomes for our customers across the EMEA region. Your team will consist of individuals with various language capabilities, supporting activities for multiple countries and ensuring comprehensive service delivery.

You will lead and motivate your diverse team, fostering a collaborative environment that promotes efficiency, compliance, and continuous improvement. Your responsibilities will include managing the claims handling process for a diverse portfolio of claims, ensuring adherence to operational, regulatory, and service standards. You will leverage your expertise to conduct regular process reviews and drive enhancements in claims management strategies.

**Key Responsibilities**
- Leadership & Motivation: Create an inspiring team environment with an open communication culture. Set clear team goals, oversee day-to-day operations, delegate tasks, and set deadlines.
- Set and Monitor Performance Targets: Identify stretch targets for key outcomes and report on performance metrics, focusing on the volume of transactions, accuracy, and processing times against SLAs.
- Quality Assurance Reviews: Perform QA supervisory reviews to ensure adherence to operational standards.
- Stakeholder Management: Manage relationships and communication with regional stakeholders to ensure alignment and effective resolution of issues related to claims operations.
- Hub Development: Contribute to defining and documenting changes and evolution in relevant operational playbooks as they grow over time, including tasks and geographic scope.
- Data Quality & Integrity: Maintain claims data accuracy and ensure the integrity of file uploads and documentation in all claims systems.
- Best Practice Implementation: Document and further develop knowledge of all relevant claims process changes and best practices in cooperation with regional leaders and quality assurance.
- Governance: Ensure compliance with EMEA claims processes and protocols as mandated by the regional leadership.
- Recruitment and Onboarding: Participate in the recruitment and onboarding processes for new team members to ensure a strong and capable workforce aligned with operational goals
- Training: Identify training needs of team members, actively listen to their feedback, and resolve any conflicts or issues that arise.
- Team Development: Foster a high level of technical competency for claims administration through a commitment to personal development and team growth.
- Hub Reporting: Manage, develop, prepare, and understand key performance indicators (KPIs) for the hub, taking appropriate actions based on trends to drive hub performance.

**Qualifications**
- Proven leadership, team management, and motivational skills with a track record of developing high-performing teams.
- Bachelor’s degree in law is preferred.
- Previous claims management experience at a Team Leader or Supervisor level, demonstrating the ability to lead effectively in a claims environment.
- Strong problem-solving competencies with a practical and common-sense approach to addressing challenges encountered in day-to-day operations.
- Experience in claims handling within an insurance company or brokerage environment, showcasing expertise in the claims process.
- Exceptional integrity, dedication, and attention to detail, ensuring the highest standards of quality and compliance.
- Excellent communication, numeracy, and organizational skills for effective interaction with team members and stakeholders.
- Capability to analyze data and performance metrics to inform decision-making and facilitate continuous improvement.
- Strong interpersonal skills and the ability to build and maintain relationships with clients and third-party stakeholders.Proficiency in additional languages is a plus, reflecting the international nature of the EMEA team.

**What We Offer In Return**
- +29 days of vacation a year
- Spanish local contract
- Relocation package
- 2 days of working from home option + additional flexible days
- Working from home allowance
- Entry time flexibility
- Life and accident insurance
- Meal allowance
- Flexible compensation scheme
- GympassComprehensive Learning&Development offer Integrity.

**Client Focus. Respect. Excellence. Teamwork**

Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.

**Diversity & Inclusion**

**Equal Opportunity Statement**

It is our policy to provide equal employment opportunity i