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Operations Process Supervisor in Malvern, PA at Chubb Group of Insurance Companies

Date Posted: 10/5/2018

Job Snapshot

Job Description

Position Description:
The Operations Supervisor has oversight and day-to-day accountability for aspects of people, process and service within the Westchester Binding Associate Underwriting team; as well as works in collaboration with senior Operations Management and Underwriting Leadership in support of the business initiatives.

Major Job Duties / Responsibilities:

•        Learn and develop an expertise in the Commercial Specialty, Financial Lines and Select Binding operations team responsibilities, including but not limited to:  policy issuance, endorsements, broker service inquiries, outstanding information follow up, ancillary work (cancel/reinstate), billing, etc. 

•        Learn and develop a working expertise in all systems and tools critical to the success of the operations team (Fast Track, Solutions, Oracle SIM, Genius, Tracker, etc.)

•        Develop a strong understanding and ownership for the criticality of service, to a small business operating model, and ensuring that service is met, if not exceeded, daily

•        Ensure timely and accurate completion and turnaround of all policy issuance for Westchester Binding customers while meeting the set service standard (any policy request received before 2pm will be handled before the end of the day)

•        Ensure timely and accurate completion and turnaround of endorsement processing for Westchester Binding customers while meting the set service standard (endorsements will be processed within 3-5 days of receipt)

•        Learn and perform User Acceptance Testing (UAT) for (not limited to) Fast Track and Solutions bi-weekly releases (other systems as assigned)

•        Work with Senior Operations Management to manage/track production business and ensure 100% of metrics are met in advance of/at month close

•        Triage and assign production work as needed to ensure service levels are met/exceeded

•        Oversee all processes related to the post issuance requirements of Commercial Specialty Products and continually reevaluate and update these processes so they remain efficient and streamlined (Premium Audit, follow up for applications and forms after issuance, inspection ordering and follow up)

•        Work with Vendors and IT on Robotic Process Automation.  This includes weekly touchpoints, tracking success/failure rates, identifying defects and performing User Acceptance Testing

•        Identify defects/enhancements in our policy issuance systems that inhibit the Operations team ability to process business.  Work with the IT teams to get these defects addressed, tracked and fixed in a timely manner.

•        Participate in Underwriting Audits

•        Positively display, promote &  foster a culture of continuous improvement for yourself and directs

•        Work collaboratively with all stakeholders while being visible and an approachable ‘get it done’ leader

•        Ensure personal/team adherence of company policies regarding core hours, attendance & punctuality

•        Assist in training new staff on effective use of systems and tools critical to the success of their job duties (Fast Track, Solutions, SIM, Genius)

•        Collaborate with Vendors, IT and other stakeholders, on various initiatives

•        Participate in special work projects and assignments as requested

•        Embrace and demonstrate a culture of continuous insurance and professional development learning (Village online coursework, AICPCU, The Institutes, RPLU, etc.)


People / Performance Management:

•        Responsible for motivating, leading, hiring, developing, and retaining staff

•        Coach & develop team members by providing consistent clarity, direction and support that improves employees’ competencies, product/process knowledge, and enables development of behaviors that lead to overall success

•        Identify and develop/facilitate on-going training to ensure successful job functions performance and adherence to quality and service metrics

•        Daily monitoring, management and oversight of individuals’ and overall teams workload capacity and adjust as appropriate or leverage metrics to support staff additions, decrease, etc.

Process and Service Management:

•        Work directly with business partners in all groups, and staff to create and sustain an environment that enables each group to meet/exceed established objectives, and take advantage of opportunities to stretch outside of comfort zone and core job tasks, as permitted by volume and skill set

•        Execute on Corporate strategies to ensure the most effective use of resources

•        Ensure staff adherence to all workflows and procedures in compliance with strategies

•        Serve as first point of escalation in resolving high visibility issues that individual team members cannot solve directly or with assistance from appropriate support groups

•        Ensure adherence to underwriting & regulatory procedures, quality and compliance goals

•        Learn to use and analyze data from various internal reporting systems/tools; and support Senior Operations Management, as needed, in the compiling and sharing of such information with stakeholders.  In the absence of critical data, work with leadership, IT, Finance, etc. to obtain data through alternate internal databases or in development of such a tool

•        Partner with Chubb Processing Center to ensure staff is coordinating account activities to meet all internal processing needs / metrics for Premium Audits

•        Liaise with the Agency Bill and Direct Bill (CSSC) teams and offshore resources to resolve billing issues, discrepancies and inquiries from UW and Brokers

•        Conduct employee audits to ensure adherence to unit procedures and identify areas for improvement and training

•        Provide monthly production and service level metrics to management

•        Work with Leadership and Team SMEs in the development, execution and ongoing monitoring of a workflow management process that tracks business (policies, endorsements, quotes, etc.) handed-off between underwriting and Operations to ensure accurate and on-demand tracking as well as ensure our ability to meet and exceed service levels

•        Develop and ensure staff adherence to robust quality control process


•        Bachelor's degree; may consider substantial related experience in insurance, and process re-engineering expertise

•        Insurance industry and people leadership experience, preferred

•        Builds organizational talent by demonstrating leadership skills which results in attraction, retention and development of well performing employees

•        Superior communication, collaboration, interpersonal, presentation, influence management and process management skills

•        Builds strong, collaborative relationships with internal and external business partners

•        Exhibits business savvy applying knowledge of markets, business operations and organizational levers to deliver excellent productivity and efficiency results and solutions

•        Proven ability to consult with multiple business partners to assist in achieving their goals

•        Results orientation and ability to effectively problem solve

•        Accustomed to using strategic thinking skills in a fast-paced environment; along with effective time management skills

•        Strong PC skills including Windows, MS Access, Excel, and Word essential.