Operations Manager at Chubb Europe

Job description

Role Purpose

Ensure that the Operations Team delivers a high quality service to internal stakeholders and brokers, allowing LOB’s to focus on core underwriting functions. Ensuring that submissions and policy loadings are timely, complete and accurate providing quality policy and financial information.

Management of the Johannesburg based operations team, ensuring that the team has clarity of roles and responsibilities and is empowered and accountable for results. Provide leadership, mentorship and identify training requirements for the team. Ensuring that the team is adequately resourced and optimally structured across lines of business. Ensure a culture of pride and superior service is instilled in the team. Ensure clear processes, time standards and quality expectations are agreed with stakeholders, clearly defined, documented and communicated and that performance is measured against these standards, shared with stakeholders and corrective actions are taken where required.

Optimise the use of Group resources to ensure maximum efficiency including regular contact with Group Operations, outsource service partners and IT to ensure that we are leveraging relevant systems and applications, outsource service centres and best practice processes and maximising efficiencies.

Ensure that the operational aspect of submissions, premium bookings, policy and endorsement issuance, SASRIA issuance and filing are accurate and within agreed processes and time standards.

Develop positive and effective working relationships with internal stakeholders including regular meetings with underwriting, finance, credit control and claims ensuring regular communication and co-operation.

This role reports directly to the CEO, however will also have indirect reporting into the line of business heads, the CFO and E&A Operations structures.

Key Responsibilities

• Develop, maintain and refine and improve where necessary agreed ops processes, ensuring maximum consistency of processes across LOB’s and high quality service and ensure that this is clearly communicated to all stakeholders.
• Ensure regular communication and meetings with key stakeholders to share performance information and obtain feedback.
• Involved in the business planning process to ensure awareness of strategies, plans and initiatives, providing operational input and ensuring that resources are adequately planned and allocated.
• Ensure that core operational functions such as recording of submission activity, premium bookings, policy and endorsement issuance, producing SASRIA coupons and filing are all accurate and within agreed processes and time standards.
• Actively monitor and manage the ops department’s performance to agreed processes and service standards utilising performance MI and feedback from stakeholders.
• Lead, manage and develop the Operations team members, developing a culture of accountability, pride continuous improvement and superior service.
• Work within the framework of Chubb ethical and service standards.
• Timeously resolve queries from various stakeholders, including finance, underwriting, management and credit control

Desired Skills and Experience

Qualifications

• Minimum Grade 12 (matric) - Maths and English essential.
• Tertiary qualification is an advantage
• Insurance qualifications (ACII or similar is an advantage)

Experience

• Minimum 5-Years insurance experience in an operational area
• Minimum 3-Years management experience