Operations Manager Consumer Lines, UKI

The purpose of this role is to manage the Consumer Operations team and overall responsibility for the planning and prioritisation of:

• Consumer Operations process execution including operational core systems coordination (BAU)
• Project Management including new business implementation
• Stakeholder Management; within Chubb with TPAs and Sponsors/Clients.
• Risk Reporting; internal and external covering processes impact and horizon scanning.

The role will report directly into the Director of Operations UKISA and will have strong stakeholder alignment to the following individuals:

• UKISA Head of UK Consumer Lines for the purposes of Operations enablement of new business implementation.
• EMEA head of Consumer Operations as part of the wider European Consumer Operations Teams.

Key Responsibilities:

Managing the UKI Consumer Operations Portfolio

• Sales support set-up new campaign infrastructure as per Business requirement documents (BRD) as per the Customer Advisory Board (CAB.)
  • Play a role in the design process from a customer experience and compliance perspective
• Post-Sale support Monitoring performance against defined KPIs and taking accountability for any interim controls.
  • Recommend & implement operational improvement and manage change. Based on customer insights and QA
  • Process and systems development provide project and testing support to continuously improve our processes and systems.
  • Customer Communication - ensure all relevant communication reach customers and partners as required update when necessary to compliance and regulatory standard.
• Billing and payment - Support any bespoke client driven billing processes and ownership of subsequent record and premium reconciliation.
• Process documentation
  • Ensure up to date document management of all contracts manuals and insurance documents are stored within Sharepoint
  • Take ownership for the version control and maintenance of the library
• Quality assurance - perform quality checks on operational activities and TPA administration.
• Lead investigation into billing and service defects customer complaints and non-compliance incidents taking appropriate actions to prevent reoccurrence
• IT Platforms:
  • Act as Operations point of contact for IT related issues.
  • Raise and oversee IT enhancement requests to get systems aligned with the business and operational goals
  • Coordinating of UAT / system testing.

Project management

• New Business Implement:
  • Review existing deals against the digital-first Target Operating Model and recommend improvements either for improved customer experience or TPA cost reductions.
  • Own and coordinate all aspects of the partner implementation via and with identified Implementation & Tech Leads - including coordination of Sales Underwriting Operations Legal & Compliance Conduct & Outsourcing Claims and IT to secure high quality and timely outcomes.
  • Ensure adherence to TPRM framework and associated standards.
  • Provide Operational support to the deal governance framework focused on improving implementation expectations and associated prioritisation plus partner expectations.
  • maximise re-use and increase speed to market by adopting an agile approach to streamline internal processes and re-use pre-configured components (architecture dependent)
• Oversee and (project)manage or steer implementation management of the in-flight portfolio of new business projects / partner implementations spanning consumer business.
• Drive a digital-first approach to new business implementation.
• Implement develop and maintain a Quality control program across all key process working closely with the EMEA QA manager.

TPA management:

• With Conduct team plan organize and attend TPA Review meetings and audits on a defined frequency to ensure each supplier is engaged-with service levels are discussed and feedback is provided
• Run a robust performance management framework to benchmark the TPA performance providing regular feedback to drive behaviours with a view to improving both technical and Customer service standards
• Drive continuous improvement of customer experience with the TPAs
• Serve as escalation for any IT related issues within the TPA.
• Review the commercial benefits to ensure supplier goals align with organizational needs.
• Continually uphold and improve TPA operational resilience (BCP) through defined governance structures and processes.
• Drive effective management of 3rd parties such that vulnerable customers are considered in all decision-making and to ensure good outcomes in line with regulatory expectations.
• Support Internal Audit and Compliance Audit & Risk team were relevant for Consumer Lines

Risk Reporting

• Conduct regular review and inspection of process vulnerabilities with onwards escalation to Line / Matrix Management.
• Robust oversight of 3rd parties and payment providers inc. information security standards working with Treasury function
• Organize conduct and follow up local governance meeting (formal and informal months).
• Support Internal Audit and CAR team where relevant to Consumer Operations.
• Log GDPR requests or data breaches within deadline in Laser and support data protection office if needed.
• Support internal stakeholders on legal compliance control and governance topics.
• Contribute operations information and recommendations to strategic plans and reviews.

Qualifications:

• A strong bias towards change management leadership.
• Demonstrable experience of relationship negotiation and influencing skills
• Ability to manage and motivate team
• Understands and can operate effectively within a matrix organisational reporting structure
• A solid understanding of how technology underpins operational solutions.
• Organisational skills and eye-for-detail
• Excellent communication skills both written and verbal
• Ability to work under pressure and set high standards
• Process / Change Management qualification advantageous Lean Six Sigma SaFE ADKAR
• Be able to demonstrate analytical capability / competency.