Operations Manager Consumer Lines, UKI
Operations Manager Consumer Lines, UKI
Posted on :
27-09-2025
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1 Vacancy
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Job Description
Description
Qualifications
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
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.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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