Vp - head of chubb customer center - united states, zaranj

chubb is the world’s largest publicly traded property and casualty insurer. 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.

chubb personal risk services, prs, offers an array of property and casualty insurance products for individuals and families with fine homes and possessions.  our clients include many of the most affluent families in the world, executives, business owners and top collectors of art, jewelry, wine, and automobiles.

personal risk services is seeking a head of the chubb customer center (ccc).  this position will strategically lead the ccc from a premium growth, service, retention, and people development perspective.  the ccc works directly with clients of appointed agents who have all, or components of, their prs book of business enrolled in the ccc.  the ccc team serves as the point of contact for all of the client’s coverage needs, e.g., midterm coverage changes, appraisals, pre-renewal account reviews as well as assessing and offering clients new opportunities to ensure all of their personal coverage needs are met.  the ccc is staffed with property & casualty licensed account executives, a business development manager and other vital staff who handle intake and onboard new agents. 
 

the head of the chubb customer center is a steward of the ccc’s portfolio and is ultimately responsible for retaining and growing agent enrollment and driving new business growth.  the leader is tasked with ensuring that our clients have insurance to match all of their personal lines’ needs, and the service and sales value proposition offered by the ccc is attractive to our trading partners.  in addition, this leader provides strategic direction for the team to ensure consistent delivery of an excellent client experience, while also meeting performance and service level targets, and supports the overall prs brand mission.  this leader must demonstrate a strong ability to build and nurture strong relationships with internal business partners to ensure alignment of underwriting, product, service, and sales goals; as well as remain closely aligned with business stakeholders and anticipate changes in the needs of the business, operating model, and overall service and quality.
 

*willing to consider work locations outside of whitehouse station with expected travel
 

key responsibilities:

retain and grow gpw through development and execution of sales and service initiatives while partnering with underwriting, sales, operations, claims, and other stakeholders to ensure continued expansion of profitable business supported by the ccc ensure best in market client experience and service delivery through the development and oversight of market-leading metrics, goals and service and quality action plans work alongside sales & distribution, underwriting, product, risk consulting and operations as an active and influential member of the team to: achieve financial goals develop and implement strategies to expand the number of agents enrolled in the ccc, as well as grow/retain ccc premium (state/region/line specific strategies, as applicable) identify opportunities for digital cross sell in accordance with prs initiatives monitor, analyze, report and act on the changing competitive landscape recognize industry trends / issues, their impact on ccc strategies, and apply this information where applicable identify sales and service center related opportunities and obstacles and create and implement accordant plans effectively utilize all available resources to ensure team is operating at optimal level effectively communicate to prs head of operations on ccc financial results, drivers of results, and action plans to successfully achieve financial goals and team initiatives leverage data and metrics to build strategies and business cases, as well as estimate workloads and staffing for proposed initiatives and business needs manage personnel and operational expense budgets (overtime, contingent staff, etc.) to remain on track while providing sufficient coverage, and contemplate expected growth and changing volumes create a work environment that facilitates teamwork and capitalizes on the strength of the team to deliver excellent service. this leader is accountable to recruit, hire, coach, train and develop staff to achieve strong performance levels. deploy training programs that improve practice & service, and support the staff’s understanding of existing and new product offerings, effective sales strategies, and reduce the overall training time for the team drive key strategic projects forward by defining business requirements, engaging staff, and embracing digital and marketplace trends establish an environment of operational efficiency and productivity through ongoing process review and improvement oversee ccc p&c licensing strategy and partner with chubb compliance team to implement controls as appropriate lead in a manner that supports retention of high performing employees and timely addressing of performance, conduct, and behavioral issues demonstrate support of diverse equitable and inclusive efforts effectively execute on key cyclical initiatives, such as the annual performance and compensation process and development planning influence, coach, and empower direct reports and staff to hold themselves accountable for the achievement of outstanding business results, create an inclusive work environment, and align pay for performance.

competencies:

execution: implement a plan or course of action that involves planning/developing a strategy with the appropriate people and resources in place to fully execute and meet goals by continuously reviewing operating plans and measuring results; create a clear line of sight between individual actions and the broader business goals; push self and others to deliver results and not tolerate mediocre performance – take appropriate action with those not meeting performance expectations. communication skills: ability to articulate and communicate growth, customer service strategies and workflows to a wide variety of constituents internally and externally problem solving: identify/react to problems and opportunities, produce alternatives, and implement viable solutions with urgency sales acumen: leverage market, business and technical knowledge and insights by: possessing a big picture perspective and detailed operational understanding of own area of responsibility employ a disciplined process to ensure consistent execution of best practices effectively utilize tools to view data, information, metrics, service kpis, etc. intrinsic curiosity paired with effective questioning and active listening skills transformation agent: ability to lead through change. understand business vision and strategy, along with tactical objectives relationship management: ability to influence key operational/technology decisions through personal integrity, expertise, and business acumen use market & industry knowledge as well as continual research, to deliver a well-positioned offering

 education & experience

bachelor’s degree or equivalent work experience minimum of 8 years of personal lines servicing, sales, underwriting, risk consulting or agency experience proven track record of delivering on commitments and driving towards positive outcomes p&c license, insurance, or other financial services industry experiences a plus but not required

chubb strives to offer a diverse and inclusive and rewarding work environment.  teamwork and mutual respect are central to how chubb operates and we believe the best solutions draw upon diverse perspectives, experiences and skills.  we operate in such a way where everyone, regardless of their singular background has the opportunity to contribute to our collective success.

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