JOB DESCRIPTION

This role leads teams in multiple locations across the country and reports to the SVP, Head of Agency Services, PRS Operations. The teams are primarily responsible for handling our independent agents' quotes, new lines, and endorsements, as well as general service inquiries for Recreational Marine and NC Risks.

The Leader of these groups provides strategic and transformative direction that will enable the team to deliver a superior customer experience. The role is accountable for driving business improvements, developing and executing goals that enhance technology and operating models, and ensuring effective daily management of inventory and services levels. The Leader will play a crucial role in driving results and continuous improvement while maintaining a focus on delivering an exceptional customer experience.

Key Responsibilities Include:

• Serve as a business partner to agents and internal teams to resolve issues effectively.
• Utilize data, metrics, and market trends to inform strategies, workload estimates, and staffing for initiatives.
• Lead strategic projects by defining requirements, engaging staff, and leveraging digital trends.
• Foster a culture of accountability, collaboration, and quality service within the team.
• Collaborate with management to recruit, onboard, train, and develop staff to achieve high-performance levels.
• Develop and implement efficient training programs that enhance service quality while reducing training time.
• Manage budgets and resources, including operational expenses and vendor relationships.
• Drive efficiencies in inventory and productivity to exceed service goals.
• Adopt creative approaches to managing workloads and achieving quality objectives.
• Oversee quality improvement initiatives through trend monitoring and coaching programs.
• Manage vendor relationships and technology to enhance business processes and offerings.
• Measure, track, analyze, and report on quality and service metrics to leadership and partners.
• Ensure proactive oversight of operations, addressing potential issues with data-driven solutions

QUALIFICATIONS

Competencies: Education

ABOUT US

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.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.