If working with one of the largest commercial insurers in the world appeals, then we would love to hear from you!
Chubb’s Consumer Lines team oversees a number of insurance offerings across Europe; including Travel, Mobile Phone & Gadget insurance, Spectacles & Hearing Aid insurance, Personal Cyber insurance and Retail Residential (homeowners).
The jobholder will be responsible for all aspects of outsourced claims' administration in the UK & Ireland with a designated key partner, ensuring regulatory & conduct requirements are met along with commercial and contractual targets. This is particularly important given the regulatory obligations in the consumer lines business and the associated claim and customer interaction volumes undertaken each month.
The jobholder will represent Chubb Consumer Claims at client meetings, outsourced partner meetings, and internal Chubb meetings to articulate performance against contractual, conduct, and commercial measures.
The jobholder will be required to liaise with centralized support functions which may not be in the same region as the jobholder.
The role requires strong English language skills, and candidates should have good experience in using MS Office applications, especially Excel and MS Teams as well as data reporting applications.
Key Responsibilities:
* Claims – Lead the oversight of claims activities at Chubb’s outsourced partners, ensuring that Chubb’s standards are met, and best practices are followed via regular reporting & meetings. These include oversight of KPI’s, customer outcomes, Property repair management & restoration, benchmarking, conduct measures, root cause analysis, process mapping, and implementation of new initiatives.
* Monitor, assess and take action – Implement agreed frameworks to proactively manage every aspect of the outsourced supply chain to ensure Chubb, via its suppliers, achieves its business goals and conduct outcomes for our customers.
* Commercial competency – Supervise the commercial performance of Chubb’s outsourced partners and identify and implement improvements which could improve Chubb’s results through improvements in execution, data analysis, and Chubb’s best practices.
* Articulate performance – Present performance internally and externally in a clear, distinctive format to articulate status, issues, and actions. Build and maintain a dashboard reporting system that demonstrates the performance of outsource service partners.
* Third party administrator audit – Execute a third-party administrator audit programme to improve Chubb’s outsourcing control environment.
* Governance – Ensure Chubb’s governance framework is in place so that policies, processes, & procedures are defined and embedded. Ensure that oversight is maintained, and controls are in place.
* Complaints – Work closely with Chubb’s dedicated Complaints team, support and lead all aspects of outsourced complaints activities. Ensure that best practices are implemented, KPI’s supervised, root cause analysis is undertaken, and ongoing service improvement is achieved.
* Systems – Supervise the systems used to support Chubb’s outsourced operations, be responsible for defect resolution, identify improvements, supervise performance, and support business testing where needed.
To optimally undertake the above responsibilities, the candidate must be prepared to travel to outsourced partners based in the region, as well as work with the wider Consumer Lines team across EMEA.
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