Commercial Services

The Commercials Operations Manager Iberia will report to the Regional Operations Manager Southern Cluster in the current organizational structure, leading the service provided in the commercial lobs. The role will require close collaboration with Segment Leaders and Line Managers in the Region. The Commercials Operations Manager Iberia will lead the Commercial UA Team Managers and the Global Service in Iberia and additionally, he/she will lead and oversee the quality of service provided by the Service Centre in Madrid for the Iberia market, which will require a dotted line with the Iberia teams in the Service Centre for both online and offline channels.

The Commercials Operations Manager Iberia will work closely with the Regional Operations Manager Southern Cluster to ensure that the service provided meets or exceeds KPIs and SLAs. The role will involve leading cross-functional teams and driving continuous improvement initiatives to enhance the quality-of-service delivery. The Commercials Operations Manager Iberia will also be responsible for identifying areas of improvement in the existing workflows, and developing and implementing plans to increase efficiency, all while maintaining or enhancing the quality of service offered to intermediaries and policyholders in agreement to Chubb strategy and best practices.

**Key Responsibilities**:
Oversight of Service Quality and Timing
- Ensure that all service provided to intermediaries and policyholders meets or exceeds established KPIs and SLAs
- Enhance the quality-of-service delivery to customers by leading cross-functional teams and driving continuous improvement initiatives
- Develop and maintain strong relationships with intermediaries and policyholders
- Continuously monitor the service provided to intermediaries and policyholders to identify areas for improvement
- Develop and implement improvement plans for service delivery
- Analyse data to identify trends and patterns in service delivery and customer satisfaction
- Ensure all Multinational Programs managed by the team are implemented to agreed service standards and corporate guidelines (compliance, taxes etc)

Internal and External engagement
- Develop and maintain strong relationships with intermediaries and policyholders
- Develop and maintain strong relationships with internal stakeholders and mainly Finance / Credit Control / Underwriting - seek ways to deliver better broker / client service together

Process Review and Improvement
- Review and improve processes and procedures related to service delivery, working flow and UWs to increase efficiency while maintaining or enhancing service quality
- Identify opportunities for automation and digital service delivery enhancements
- Utilize Lean Six Sigma methodologies to drive continuous process improvement initiatives

Team Leadership and Development
- Lead, manage and develop service delivery team to ensure delivery of high-quality service in a timely and efficient manner
- Train and mentor team members to develop skills and cultivate a customer service mindset in the organization
- Foster team collaboration and enhance team members' skill sets

**Requirements**:

- Bachelor’s degree in business administration, Insurance, or a related field
- Minimum of 7 years' experience in commercial service management
- Fluent spoken and written Spanish and English. Portuguese is a plus
- Ability to manage multiple projects simultaneously
- Proficiency in data analysis and reporting
- Understanding of financial and accounting principles
- Ability to communicate complex information clearly and concise
- Strong leadership and management team skills, with the ability to motivate and lead a team
- Strong analytical abilities to review data, identify trends and develop mitigation plans
- Results-driven and goal-oriented mindset
- Exceptional communication and interpersonal skills
- Excellent organizational and time management skills
- Experience working with Lean Six Sigma methodology would be an advantage
- Customer-centric mindset and focus on developing relationships with clients
- Embrace Chubb’s values: Customer Focus, Excellence, Respect, Teamwork, and Integrity

**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 insuranc()e
- Life and accident insurance
- Meal allowance
- Pension plan
- Stock purchase plan
- Flexible compensation scheme
- Gympass
- Employee assistance program
- Comprehensive 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.
**Diversit