Team Leader Operations

Role Purpose
Leadership of the Continental European online team located in Madrid. Deliver and maintain the needs of the Business by providing the highest levels of quality and service delivery, whilst managing the needs of the individuals within the team. Responsibility for the maintenance of data quality in our online platforms and maintenance of the control processes.
In addition support the online operations manager in the implementation of digital projects. The Online Team Leader also works closely with other departments to ensure alignment with company objectives and provides regular reports on team performance.

**Responsibilities**:
1. Team Management and Customer Service
- Develop and maintain strong relationships with all areas of the business, other internal customers, and our Third-Party service providers both in the UWC and the countries.
- Track and support the service delivery of all work streams via close control of agreed SLA’s and QA measures
- Undertake audit and Quality Control checking of retained and outsourced work elements to evidence the service being provided - Regularly review performance against plan, at team and individual level
- Work collaboratively with the operation manager to determine priority and ensure alignment of team goals with overall company objectives
- Utilise the company performance management processes and guidelines to track and report on the team’s performance.
- Support the development and training needs of the team - Manage allocation of work to team members within Underwriting Operations Technician Team
- Regular MI to be produced/review daily, weekly, and quarterly, as required
- Any other ad hoc duties allocated by the Head of Operations Servicing HUB

**2. Business responsibilities**:

- Ensure all control process are run and reported to relevant parties, including but not limited to Premium reconciliation and Peer review auditing
- Regularly review process in the team, including control processes, to ensure they are in line with current objectives and remain efficient
- Support UAT of online system changes
- Assist the operations manager to review migration results and ensure the process runs smoothly, reviewing results and providing feedback.

**Qualifications**:
**Requirements and skills**:

- Business level of English.
- Another European language is highly valued: French/Italian/German/Dutch.
- Previous experience in an underwriting support role is a plus.
- Insurance background is a strong plus.
- Bachelor’s degree is preferred.
- Confident with effective communication and interpersonal skills both in verbal and written forms.
- Strong customer service skills and customer centric attitude.
- Strong attention to detail and the desire to deliver and improve quality.
- Problem resolution and decision-making skills.
- Ability to work in a team environment as well as on own initiative.

**What we offer in return**:

- 29 days of vacation a year
- 2 days working from home option + additional flexible days
- Working from home allowance
- Entry time flexibility
- Private medical insurance
- Life and accident insurance
- Meal allowance
- Pension plan
- Stock purchase plan
- Flexible compensation scheme
- Gympass
- Employee assistance program
- Comprehensive Learning & Development offer

Flexible Working
We are open to discussing flexible working arrangements. This can be discussed with the Recruitment Business Partner managing this position.
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 in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for positions with Chubb Spain must be legally authorized to work in Spain.