Head of UKI Commercial Operations

This role is responsible for the daytoday management and oversight of our Commercial Operational teams comprising over 50 Operations staff servicing Indigenous and Multinational policies across each of the UKI field offices. The role holder will ensure appropriate levels of service and support are made available to all Underwriting teams Brokers and Customers.

• Be a key driver of UKI Operations mission to be a Valued Partner to Underwriting enhancing service capabilities for Brokers and Customers.
• Monitor daily Operations across all field offices to ensure all performance KPIs agreed with the Region are met.
• Promote a right firsttime culture across all field offices ensuring that customer and data quality are at the heart of everything we do.
• Work within the framework of Chubbs ethical and service standards to fulfill compliance and regulatory requirements. Ensure that control mechanisms are in place so that teams are fully aware and engaged.
• Support the delivery of business objectives and projects while driving efficiency and fostering a culture of continuous improvement.

Key Responsibilities:

1. Drive Adoption and Implementation of New Platforms and Workflows Across Operations Teams
   • Ensure appropriate adoption and usage of all internal strategic technology capabilities. Partner with technology delivery teams as required to ensure adequate support for requirements elicitation User Acceptance Testing (UAT) and the adoption of new/enhanced capabilities.
   • Collaborate with the Change and Controls Manager to ensure clear communication across Underwriting and Distribution using a whats in it for me approach to change management.
   • Measure adherence anticipating and mitigating roadblocks/issues and course correct swiftly when needed.
   • Ensure a right firsttime approach placing data quality at the core of our operations and minimizing workarounds and rework.
   • Assist with ongoing projects that are identified throughout the year for improvements to the Commercial Operations Department.
2. Integrate and Grow the Team Across All Functions
   • Develop personal progression plans to ensure development opportunities are available to Operations staff as alternatives to Underwriting.
   • Ensure performance is managed appropriately by Team Leaders and that performance issues are addressed.
   • Develop new roles aligned with the wider operations career architecture.
   • Take ownership of the Apprenticeship program alongside the Head of Operations.
3. Deliver a Valuable Operations Service Proposition
   • Build relationships with key stakeholders across UKI understanding the performance of their teams how their underwriters/brokers are being supported and any issues that may arise along with actions being taken to mitigate/resolve them.
   • Assist in the development and rollout of consistent methods and techniques for measuring managing and improving operational effectiveness.
   • Collaborate with the Change and Controls Manager to recommend strategies for enhancing operational performance in line with both company and Operations functional goals.
   • Conduct audit and Quality Control across activities managed within the department in line with Chubb standards.
   • Drive KPI adherence across all relevant operations processes.
4. Proactively Participate in the Wider EMEA Operations Leadership Community
   • Engage with the UKI Change and Controls Manager to ensure a consistent approach across UKI.
   • Collaborate with Operations MI teams to ensure we have dashboards that serve our purpose raising changes and UAT support where appropriate.
   • Work with Global Services teams in Madrid and Manchester for workload allocation.
   • Engage with Shared Services in Madrid to ensure UKI utilization of central support.
5. Advocate for Chubb in External Meetings Particularly Within the London Market
   • Build relationships with Chubb Distribution and Broker Development Leads clients brokers and other external parties.
   • Execute customercentric processes focusing on our outward engagement with Brokers and Customers.
   • Identify opportunities to develop Chubbs relationships with Operations Leads within Brokers.
6. Demonstrate Chubb Citizenship Behaviors
   • Work within the framework of Chubbs ethical and service standards.
   • Engage in projects and other activities aligned with company goals alongside daytoday responsibilities.

Essential

• Experience in Operational Management leading and supporting teams to deliver service objectives.
• Knowledge of Commercial Lines insurance including an understanding of insurance processes Multinational Programs and Operational Excellence principles.
• Proven experience working within Change/Transformation environments with a deep understanding of change methodologies and requirements for successful outcomes.
• Excellent people and stakeholder management skills; flexible and influential style.
• Strong mindset and operational skillset with a personal drive to achieve significant change in relatively short periods.
• Processoriented organized with strong planning ability and attention to detail.
• A team player with a strong desire to achieve excellence.
• Resilience and calmness in a fastpaced everchanging environment.

Desirable

• Knowledge/experience of the insurance lifecycle from sales and underwriting to fulfilment backend processing finance and claims.
• Knowledge of Captive/Complex Multinational program structure implementation and management.
• Experience in the Lloyds Market.
• Demonstrates flexible and innovative approaches to work with creative/outofthebox thinking.
• Excellent presentation engagement and storytelling skills.
• Knowledge of Lean and similar process improvement frameworks.

A successful candidate must be able to demonstrate:

• Excellent communication skills written and verbal to internal and external stakeholders.
• The ability to decompose complex issues find solutions and summarize them clearly.
• Passion for business processes continuous improvement and efficiency.
• Willingness to take initiative and get things done.
• Capacity to influence coach and manage stakeholders to achieve objectives and effect change.
• A customercentric attitude and focus.
• High resilience ability to adapt to change and thrive under pressure.
• Ability to multitask in a fastpaced environment.
• Excellent organizational skills.
• Effective teamwork within a diverse work environment.
• A strong work ethic.

What we offer in return!

Pension and annual bonus 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 Assistance program

Integrity. Client focus. Respect. Excellence. Teamwork.

Our core values dictate how we live and work. Were an ethical and honest company thats wholly committed to its clients. A business thats engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment thats 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 are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or longterm condition (for example dyslexia anxiety autism a mobility condition or hearing loss) and need us to make any reasonable adjustments changes or do anything differently during the recruitment process please let us know in your application or in any future discussions with our recruiters.

Experience:

Director