Operations Service Senior Supervisor at Chubb in Whitehouse Station, New Jersey

Job Description:

PRS Operations Service Sr. Supervisor

Chubb is the world’s largest publicly traded property and casualty insurer.  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.

Job Description:

The Operations Service Sr. Supervisor will, in partnership with the leadership team, manage the daily operations of our phone/processing service teams. Work directly with Operations leadership team to continually enhance and develop the staff’s customer service skills while creating efficiencies across teams to improve service and productivity.  Provide recommendations to Operations management on process improvements and staffing allocations. Provide leadership and guidance to further develop the knowledge, productivity, and customer service skills of the staff.   

Responsibilities include:

• Oversee the development and implementation of branch strategies, goals and objectives in support of Personal Risk Services profitability and growth initiatives.


• Work in conjunction with department leaders to determine operational costs, assisting with the implementation and monitoring of staffing and expenses.


• Provide recommendations to department on process improvement and staffing allocations.


• Work directly with peers, Operations leaders, Underwriters and Marketing to establish and continually drive client-centric and quality focused services.


• Provide technical expertise regarding specific questions, issues, or projects. Guide the development and implementation of solutions/improvements and effectively removes obstacles.


• Initiate proposals to management regarding the improvement in the quality and/or efficiency of the functions performed within the department.


• Provide leadership, development, coaching, and serves as a role model for the staff. Promote creativity and innovation.


• Provide vision, direction, and establish goals and development plans. Administer performance reviews for direct reports and provide ongoing feedback regarding performance.


• Responsible for responding to and implementing workflows to ad hoc requests for information from all business partners (underwriting/marketing), special projects, and assisting others units.

Competency Skills:

• Prior Supervisory experience required


• Customer Service Focus


• Effective communication skills (verbal and written)


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


• Adaptable to change management - recognize opportunities to endorse enhancements that support evolution of Personal Risk Services and Operations goals and growth


• Ability to interact with all staff members and produce positive business results


• Evaluate service standards, metrics, and processes to support our business objectives


• Demonstrated ability to develop and coach staff


• Strategic thinking skills critical


• Demonstrated ability to utilize a variety of analytical techniques to solve problems


• Strong organizational skills and ability to perform and supervise various activities concurrently


• Ability to independently plan, manage and complete all aspects of assigned projects delegating takes when necessary.


• Strong time management skills

Technical Skills:

Knowledge of Masterpiece/PLS systems a plus

Demonstrated proficiency in Microsoft Suite: Word, Power point, Excel

Education:

Bachelor's Degree or equivalent work experience in customer service and/or supervision required.

Chubb strives to offer a diverse and inclusive and rewarding work environment.  Teamwork and mutual respect are central to how Chubb operates and we believe the best solutions draw upon diverse perspectives, experiences and skills.  We operate in such a way where everyone, regardless of their singular background has the opportunity to contribute to our collective success.