Avp, metrics and reporting lead - 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.

avp, metrics and reporting lead

critical role to ensure personal risk services (prs) is delivering high quality service to our agency partners and clients; metrics and reporting lead will work with the senior leadership of the operations team to establish and monitor our performance against our established slas. responsible for leading metrics and reporting team, conducting reporting and analysis of critical operational metrics; actively engaging in initiatives related to improvement of the overall efficiency, effectiveness, and quality of business outcome.  

primary responsibilities

•    define, track, and report key operational and business metrics; provide accurate and timely recommendations to prs operations executives that drive key business decisions
•    accountable for producing daily, weekly, monthly business reports that gauge company and employee performance (400+ csrs) relative to established targets including effective monitoring of call center metrics to measure service successes and opportunities (sla, average speed to answer, call abandonment rate, aht, etc.)
•    conduct root cause analysis to identify service improvement opportunities
•    execute work distribution analysis for improving productivity and processes
•    design new reporting solutions leveraging bi tools like qlik which provide users self service capabilities 
•    work with north american operations to ensure consistent reporting of metrics across the organization   
•    coordinate with prs operations senior leaders to report on metrics and identify new metrics that are needed
•    troubleshoot technical issues and engage appropriate support teams in resolution
•    collect and organize data from various sources through multiple approaches, verify data accuracy 
•    guide enhancements to the existing data collections processes to improve data quality
•    develop ad-hoc analyses to support strategic initiatives, provide special projects’ support 
•    work across all levels of the organization and partner with it/finance to deliver capabilities needed by the organization
•    network across analytics teams within chubb to establish best practices and share successes
•    collaborate with divisions outside of prs when required by overall chubb operations leadership

qualifications and competencies
•    bachelor's degree in a technical, finance, or business discipline
•    7+ years of technical/business reporting or relevant work experience 
•    insurance experience and/or management consulting experience a plus 
•    technical skills: advanced proficiency in ms excel including excel macros and vba, ms access, and powerpoint is required; experience with sharepoint and infopath, sql, use of bi tools and qliksense desirable; knowledge of telephony platforms such as cisco and/or verint; demonstrated ability to rapidly acquire knowledge in a technical area
•    analytical skills: strong problem-solving skills to properly deconstruct the problem and determine viable solution options using data as a guide, experience in data analysis and reporting; strong attention to details, logical approach to thinking through problems and complex issues, able to conduct root/cause analysis 
•    ability to influence others with facts, trend analysis and other supporting data, to effect positive outcomes, and to engage and motivate team players
•    experience with developing staffing models, workforce management and analyzation overall human capital modeling in both current and post initiative scenarios
•    robust communications, presentation and data visualization skills, ability create powerful presentations/deliverables through charts, graphs, or other dashboard style reporting; ability to interact effectively with the senior leadership team, help tell the story behind the data and provide leadership with actionable dashboards to run the business
•    results and solution-oriented; can work in an extremely fast-paced environment; strong ability to manage and deliver on multiple concurrent initiatives; can work independently and as part of a team
 

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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