JOB DESCRIPTION

Combined Insurance, a Chubb Company, is seeking an AVP, Claim Operations to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY

The AVP, Claim Operations reporting to VP of Claims, will play an important role in the operational effectiveness of the Combined Insurance business by supporting the successful execution of claims adjudication as well as other strategic initiatives supporting adjudication process. The incumbent will work closely with CICA claims leadership and key stakeholders to continuously improve the claims service delivery model for the entire claims journey.

Key deliverables will focus on providing oversight for key claim processes and procedure across all lines of business with a focus on timeliness, quality, and delivery of a positive customer experience. The individual will be accountable for the handling and disposition of claims including investigation, coverage determination, reserving, negotiation and settlement and overall claim strategy. The individual will also be responsible for partnering with other key stakeholders to identify opportunities to continually improve business and technology workstreams as well as developing, measuring, and monitoring key performance indicators for claims personnel.

The incumbent will be responsible for identifying key operational risks and challenges and facilitate effective team-based problem solving to mitigate impact/disruption to strategic initiatives.

The incumbent will also be responsible for working in partnership with key operational leaders and senior process owner to facilitate prioritization of all claims initiatives that span from improving productivity, quality, customer experience and expense management including development of executable roadmaps.

RESPONSIBILITIES

• Oversight of all claims management teams including any third-party vendor supporting the claims process to ensure compliance with all regulatory requirements.
• Accountable for organizational design and expansion of the claims function to align with growth of the business.
• Re-engineer claims processes and identify potential process and resource opportunities, in partnership with internal resources and external vendors to drive effective and efficient claims adjudication process.
• Accountable for building talent and people capability to enable a high-performance, collaborative, customer-oriented culture.
• Create and maintain a team focused on effective, timely and high-quality customer service.
• Respond timely and accurately to agent and customer inquiries and in accordance with established standards with attention to style, tone, and manner of communication.
• Communicate important information on new/updated processes and procedures to staff and ensure appropriate controls in place to measure adoption.
• Provide ongoing support with the use of diagnostic skills to identify root cause of customer issues, develop solutions and recommend appropriate action to prevent recurrence of problem.
• Monitor, manage and evolve established Key Performance Indicators (KPI's) and ensure existing Performance Guarantees are met.
• Manage and oversee workload, performance management, personnel management, and goal setting for the team.
• Attend monthly and/or quarterly claims performance meetings presenting key initiatives and performance outcomes to senior staff and/ field partners

COMPETENCIES

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues.Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.
• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth
• Initiative: Willingly does more than is required or expected in the job.Meets objectives on time with minimal supervision.Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course
• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results
• Values Orientation: Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks "OneChubb"

SKILLS

• Effective in developing, setting, and monitoring operational goals and metrics
• Strong analytical and problem-solving skills
• Demonstrate a passion for operational excellence through continuous improvement efforts
• Ability to collaborate and influence others
• Highly organized, thorough, and detail-oriented
• Strong knowledge of MS Project, Excel, PowerPoint, and Word required
• Strong knowledge and experience working with both group and individual claims process and procedure
• Exceptional communication skills, written and verbal, and ability to clearly articulate messages
• Strong quantitative and qualitative analysis, problem solving, and troubleshooting capabilities
• Experience with Lean Management Operations and Change Management practices

EDUCATION AND EXPERIENCE

• Bachelor's Degree or equivalent experience
• 5+ years of program/strategic management experience
• Demonstrated success with leading and/or managing turn-around effort
• Proven track record of leading and/or managing claim operation teams simultaneously and successfully for performance improvement
• Proven ability to effectively manage high volume claims inventory across multiple teams effectively and efficiently with a focus on the customer experience
• Proven track record leading and influencing others towards a common goal or vision
• Demonstrated ability to make sound decisions while coordinating multiple projects, programs, variables, and priorities

ABOUT US

OUR BENEFITS

As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:

• Health insurance
• Dental insurance
• Tuition reimbursement
• A company-match 401(k) plan
• Disability insurance
• Life insurance
• Employee referral bonuses

ABOUT COMBINED INSURANCE

Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.

ABOUT CHUBB

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

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