Job description

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.

SVP, NA Contact Center Leader

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.

Location(s): Phoenix, AZ; O’Fallon, MO

Chubb currently has a terrific opportunity for a Senior Vice President, Head of North America Contact Centers . This newly created role is responsible for delivering a best-in-class, integrated, modern and sophisticated customer experience for Chubb’s clients, trading partners and business users in North America. This role also has accountability for developing and leading a center of competency for contact centers across NA business units, and support groups, driving leading competencies, alignment of KPIs, and best practices. The SVP, Head of NA Contact Center will be a key partner to North America stakeholders and IT to ensure the voice of the customer is considered in the design, development, and execution of a “ One Chubb” experience. The ideal candidate has a proven track record of successful large-scale contact center transformation; and demonstrates deep knowledge and expertise in leading and transforming the customer engagement space. The candidate’s experience positions them for strategic oversight of the design, and implementation of delivering the One Chubb value proposition, and maximizing organizational effectiveness and efficiency. This leader will also have a demonstrated ability to build and develop teams comprised of highly skilled individuals with a culture of empowerment and engagement.

Key Responsibilities:
Drive a “One Chubb” vision and contact center (CC) target operating model across North America.
Strategic oversight of a multi-year contact center transformation roadmap.
Develop and lead a NA -wide, c entralized governance model driving consistency for contact center experience, adoption of standards, practices and ensuring optimal governance resource utilization.
Accountable for the delivery of programs against defined business and financial goals

Development of customer and employee experience standards and an achievable plan that is able to be measured, reported on
Establish and deliver consistent and effective talent acquisition, and coaching standards
Well-defined and standardized CC KPIs and performance monitoring
Presence of an effective customer complaint and escalation process, ongoing monitoring & reporting, and development of the closed loop process to resolve individual and systemic issues

Act as ambassador and spokesperson to NA Chubb business units regarding all contact center services (communicating progress, challenges, and opportunities identified by the function)
Direct and matrixed management of over 300 call center associates
Build and maintain strong relationships with key business stakeholders, business COO, service leaders, etc. to ensure alignment of goals, anticipate changes in the needs of the business, and overall service and quality of the business unit customer base
Accountable to implement process, training, and tool improvement interventions to ensure transformational organizational effectiveness that enables delivery of an exceptional experience. Work closely with the product owner(s), IT, compliance, and business stakeholders to achieve well defined goals.
Create an environment of continuous improvement and challenge the status quo to deliver our Chubb target customer experience that is both leading and cost-effective
Focus on positioning the team to meet revenue targets, customer satisfaction, operating margin, and unit cost
Timely and effective resolution of client/agent issues inclusive of strong collaboration with other functional groups as needed, and consistent with client support metrics
Develop and ensure adherence to market-leading metrics, goals, and service & quality action plans. Assess analytics for trends, SWOT analysis and executive reporting
Ensure personnel and supply budgets remain on track to provide sufficient coverage, and contemplate expected growth and changing volumes in each supported business unit
Lead future transformational change in the contact center space as outlined by management
Establish a robust business continuity plan

Qualifications

Qualifications:
15+ years of strategic, multi-discipline/function customer engagement center oversight, with a successful track record of large-scale technology, and operating model transformation
Effective communicator with strong influence management skills, and mindset who is able to successfully drive outcomes and navigate a heavily matrixed business environment.
Visionary problem solver, and creative thinker who can confidently express complex ideas in an articulate, concise manner and have an acute ability for attention to detail
Proficient knowledge of Contact Center technologies and industry trends; Cloud Contact Center capabilities preferred
Bachelor’s degree or equivalent work experience
Prior experience owning a product from inception through design to implementation and launch or playing an active role in such work
Knowledge of insurance business and processes and expertise in how insurance systems support business processes preferred
Results oriented, fast paced leader who demonstrates the ability to champion change and balance competing demands.
This position will require up to 25% travel

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.
EEO Statement
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 retaliationagainst any individual who reports discrimination or harassment.

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