Description If growing your career within one of the largest insurers in world is appealing, then we would love to hear from you The PRS Service Manager role exists to support the PRS Change and Controls Manager across 2 core areas: Quality monitoring and ensuring adherence to existing controls frameworks to ensure regulatory compliance, internal compliance and business strategy. Service Quality and Telephony. The role will report directly into the PRS Change and Controls Manager and will have strong stakeholder alignment to the following individuals: PRS Account Managers PRS Operations Manager and PRS Payments Manager PRS IT Systems Manager The primary focus is to ensure PRS are adhering to benchmark KPI’s and customer standards in through monitoring of data, identification of trends, reporting to Account Managers and other key stakeholders inside PRS and implementation of business and IT change where required to drive improvement. The role, reporting into the PRS Change and Controls Manager, exists to ensure that PRS continues to drive service excellence and operational efficiency across the Business Unit. Key responsibilities: Service Quality: Develop, maintain and grow partnership with the Account Management Team to ensure communication between PRS operations and Underwriting. Manage, create and distribute Service MI Dashboards, Transactional Tracking and Telephony MI. Review performance towards KPIs/SLAs and implement changes where necessary to support internal underwriting and external broker processes. Ensure telephony structure supports optimal user experience for brokers and underwriting. Drive new online processes and automation to support online service for low premium, high touch business. Work closely with the Genpact Team to drive the output for key business processes and KPIs. Be an SME for operational and technical MP24 support; work closely with underwriting MP24 SME’s to ensure alignment to MP24 broker strategy. Continuous Improvement: Drive continuous improvement through further initiatives but also Lean thinking and culture. Encourages a culture of investigation, process thinking and the pursuit of new ideas / better ways of working. Support the implementation of change initiatives as per the priorities set by the PRS Change and Control’s Manager. Lead the delivery / coordination of other ad-hoc projects, initiatives and mitigations as required. Work with PRS Training and Audit Manager to implement continuous training (Ops) and department support integration. Work closely with Genpact to execute on process automation opportunities, acting as subject matter expert. Process Documentation and Efficiencies: Coordinate the development and maintenance of standard operating procedures and guides drive adoption of best practice ways of working across the team. Be the custodian of EMEA Underwriting and Operations procedures and monitor training/adherence to ensure everyone is well equipped to offer the right levels of service, quality, controls and performance. Map business processes according to the defined rules and standards. Ensure process documents remain applicable and are kept up to date in the central shared repository. Work closely with the PRS Audit and Training Manager to review and adapt Admin and Service Team processes to ensure high standards of efficiency and market expectations are met. Business and IT partnership: Work closely with UW Account Managers to understand and capture the need of business IT changes and arrange for the implementation of changes. Communicate business Ops/UW IT changes/processes to ensure internal/external adoption. Work with PRS Ops Manager and other PRS senior stakeholders in prioritising the changes and scheduling a deployment release. Act as the liaison point between IT and Business. Understand, address and support the resolution of IT bugs, performance issues (system and UWC) and enhancements. Qualifications Required knowledge & experience: A strong bias towards Continuous Improvement Demonstrable experience of relationship, negotiation and influencing skills Ability to work within a “virtual” team A solid understanding of how technology underpins operational solutions. Organisational skills and eye-for-detail Excellent communication skills – both written and verbal Ability to work under pressure and set high standards Understanding of Underwriting/Operational processes, products and practices. WE OFFER IN RETURN Competitive salary & pension scheme, 25 days annual leave plus ability to purchase 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Comprehensive Learning & development offerings. Employee resource groups: Gender Equality Network, Abilities & Wellbeing, Social Mobility, Parents & Carers, Pride Network, Cultural Awareness Network. 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.