Claims Operations Team Leader

About Chubb

Chubb is the world's largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, 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. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 33,000 people worldwide. Additional information can be found at:  

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. 

If you possess supervisory experience within a professional claims environment and are looking to enhance your career with strong exposure, we invite you to apply for this exciting opportunity at the EMEA Claims Centre in Madrid, where you will play a vital role in supporting our international operations.

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
• Gympass 
• 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. 

Diversity & Inclusion 

At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 

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.