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Operations Supervisor in Whitehouse Station, NJ at Chubb Group of Insurance Companies

Date Posted: 5/29/2018

Job Snapshot

Job Description

Job Description:

As a member of the Personal Lines Customer Service Leadership Team, the supervisor would manage the daily operations of approximately fourteen customer service representatives that provide Masterpiece and Cornerstone service to agents and brokers. In addition to managing staff, the supervisor is responsible for developing strong working partnerships with the Customer Service leadership team, underwriters, business analysts, and personal lines managers to continually enhance customer service while creating efficiencies to improve productivity. The successful candidate will be responsible for:

• Directly managing a staff of approximately fourteen Customer Service Representatives that provide Masterpiece and Cornerstone Service

• Identifying the staffs’ skill levels through consistent coaching and mentoring, leveraging individual strengths, and assisting team members with developmental areas

• Manage Processing Team inventory and work assignments

• Managing the Performance Process for all staff members, including the delivery of feedback, and creating/disseminating goals and reviews in a timely manner

• Forecasting and planning for future needs by developing/analyzing reports and making recommendations to implement best practices, process improvements, and staffing allocations

• Developing partnerships and collaborating with Home Office, Field Marketing and the Underwriting Centers to identify opportunities to provide differential services to our agents

• Monitoring and increasing the operational efficiency and productivity of the team

• Contributing to Chubb Personal Insurance and Customer Service Center initiatives, project teams, and activities to enhance business performance and teamwork

• Evaluating current service standards, metrics, and processes and implementing enhancements accordingly

• Overseeing workflows and systems and providing appropriate training

• Encouraging staff involvement in decision-making processes to promote team spirit and recognize their contribution to overall results

• Working cohesively with internal/external business partners to develop relationships that focus on the delivery of a superior service and improving the customer experience


• While prior supervisory/management experience is preferred, candidate must possess demonstrated leadership, development and motivational skills

• Demonstrated ability to lead, motivate and develop staff

• Strong negotiation, decision-making, and communication skills

• Demonstrated customer service focus

• Strong process management skills; ability to map and evaluate procedures for efficiencies

• Strategic thinking and solution development

• Demonstrated time management and organizational skills

• Flexible/adaptable to change management

• Knowledge of Human Resources policies and procedures a plus

•Ability to demonstrate leadership and effectively collaborate with internal and external partners

• Other duties as assigned

Education

• Bachelor’s Degree or equivalent work experience

At Chubb we are totally committed to providing equal employment opportunities to all employees and applicants. It is our policy to provide equal employment opportunities to employees and applicants based on job-related qualifications and ability to perform a job without regard to race, sex, color, religion, age, national origin, pregnancy, sexual orientation, gender identity, genetic information, disability or other perceived differences that do not relate to ability, performance and contribution at work. If you require an accommodation during the hiring process or upon hire, please inform your Chubb Recruiter.

Qualified applicants with criminal histories are not automatically disqualified from employment. Factors such as job-relatedness of the conviction, age and time of occurrence, and the seriousness and nature of the circumstances will be considered.