Chubb
SVP, Head of NA Contact Center (Finance)
The Head of North America (NA) Contact Center is a key position within the Commercial and Personal Lines Service organizations. This newly created position will play a key role in developing the strategy and initiatives to transform, and digitally enable contact center servicing by leveraging data, technology, people, and process. Ensuring delivery of best-in-class customer experience in various, multi-disciplinary teams in North America, who service policyholders, trading partners, and internal stakeholders. This person will lead the day-to-day management of the NA Contact Center and will establish strong relationships with stakeholders across Commercial, Personal business units, and Chubb. This executive will function as a business owner of experience initiatives to deliver business processes and technology solutions that enhance customer and employee experience and improve overall operational efficiency and capabilities. The successful candidate will demonstrate strategic vision, analytical thinking, and must be able to influence and lead through transformation within the organization.
This role is also accountable for developing and leading a center of competency for contact centers across NA business units, and support groups, driving leading competencies, alignment of KPIs, and best practices. This leader will be a key partner to North America stakeholders and IT and representing the voice of the customer in the design, development, and execution of a "One Chubb" contact center experience.
The right candidate has a proven record of successful large-scale, multi-disciplinary contact center transformation; and demonstrates deep strategic, and tactical knowledge and expertise in leading and transforming the customer engagement space. Experience in shaping and delivering the One Chubb value proposition and maximizing organizational effectiveness and efficiency is key. Building and maintaining strong relationships with key business and functional stakeholders is critical to ensuring alignment of goals, being able to anticipate changes in the needs of the business and achieve strong service and quality results. This role will report to EVP, Head of NA Personal Lines Operations.
Key Responsibilities
QUALIFICATIONS
Qualifications
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.