JOB DESCRIPTION
Combined Insurance, a Chubb Company, is seeking a Manager of US Agency Operations Service Center to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!
Job Summary
The Manager of US Agency Operations Service Center is responsible for leading a team of Client Relationship Managers and be responsible for will be responsible for timely and successful resolution of client needs and improving the overall client experience. The Manager will be responsible for building strong relationships with key sales partners, clients, internal partners, and brokers. As the leader of the team, you will be responsible for timely and successful resolution of any escalations pertaining to client issues and improving the overall client experience. The Manager will be responsible for building out the Operations Service Center strategy for Combined US Agency Channel including the development of standardized processes, effective use of tools/templates and help drive process improvements that will result in better customer satisfaction. This position will report to: AVP Implementation and Service.
Responsibilities Build trust-based working relationships with brokers, agents, client counterparts and home office staff. Help the team provide on-going support to clients to ensure all questions on any element of a case are handled timely and professionally. This includes working knowledge of policy information, claims, premium, billing options, etc. Deliver exceptional and timely customer service when addressing questions and issues. Manage and steward escalation toward resolution in a timely and efficient manner. Conduct regular team meetings, 1:1 conversations, and participate/speak at all other calls/meetings as needed. Conduct block reviews with the team to regularly assess the health of their block which will help improve client persistency. Establish a client stewardship process for large customers. Attend zonal sales meetings when necessary to build relationships with sales partners. Engage team via coaching and mentoring to maintain culture of continuous improvement. Ensure process maps and documentation are kept up to date for the team. Create any needed documentation when gaps are identified, or new processes are created. Assist leadership with any reporting, projects, and process improvement planning. Competencies Business Acumen : The ability to apply technical expertise, special knowledge, maturity, and judgment to business issues and, as a result, improve Combined and/or team performance. Demonstrates technical, business and market knowledge and leverages it to Combined's advantage. Is analytical, data-driven, and fact-based in decision-making. Remains an active student of the Combined Insurance business. Maintains both a "big picture" perspective and a detailed operational understanding of one's own area of responsibility. Influence : Understands how the company works, manages the matrix, and collaborates with and influences others to get things done, even without formal authority. Communicates effectively and passionately about our business. Can persuade, convince, and influence people on important issues. Anticipates and prepares for how others will react and can overcome resistance. Deepens relationships at all levels - within Combined and outside. Inclusive Team Leadership : Effectively manages the performance of all team members, motivating and inspiring others toward achieving specific goals. Can adapt leadership style to individual differences and preferences; allows for divergent views and manages constructive conflict. Fosters high collaboration within own team and across the company; constantly acts and thinks "One Combined". Defines clear roles and responsibilities while holding others to high performance standards. Has an inclusive mindset; creates and maintains an inclusive environment of teamwork and collaboration that is motivating for others. Takes a genuine interest in employees, providing them with feedback and opportunities to support their professional development. Actively seeks to build a diverse team and leverages different capabilities. Execution : Effectively and efficiently uses personal initiative, managerial authority, and organizational resources to deliver on commitments. Continuously reviews operating plans and measures results. Creates a clear line of sight between individual actions and the broader business goals. Pushes oneself and others to deliver results. Does not tolerate mediocre performance - taking appropriate action with those who are not meeting. Expectations Ownership : Takes full accountability for achieving (or failing to achieve) desired results. Maintains momentum under pressure and shows persistence in overcoming obstacles. Uses constructive feedback to improve performance and results. Accepts accountability for team success or failure. Is optimistic about the future of Combined and takes personal pride in the company. Integrity & Courage : Upholds and models Combined/Chubb values, even in challenging situations, when making decisions and communicating to others. Sets a good ethical example and acts as a role model for others, even when it's difficult to do so. Is direct, truthful, and widely trusted. Demonstrates confidence in one's own opinion, analysis, or point of view. Raises difficult issues with others in order to improve business performance. Strategic Focus : Incorporates a long-term perspective on Combined and the markets in which Combined operates into both planning and execution. Understands how one's own team, unit or function fits into the broader Combined/Chubb strategy and sets priorities accordingly. Anticipates future trends and builds or adjusts business plans accordingly. Creates a compelling picture of the future that inspires others. Uses customer and client insights to adjust and/or drive product and service solutions. QUALIFICATIONS Skills Demonstrated ABOUT US
Chubb is a world leader in insurance. With operations in 54 countries, 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. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.
