Operations Manager - Consumer Lines, UKI

The purpose of this role is to manage the Consumer Operations team and overall responsibility for the planning and prioritisation of: 

• Consumer Operations process execution including operational core systems coordination (BAU),  
• Project Management including new business implementation 
• Stakeholder Management; within Chubb, with TPA’s and Sponsors/Clients. 
• Risk Reporting; internal and external covering processes impact and horizon scanning. 

The role will report directly into the Director of Operations UKISA, and will have strong stakeholder alignment to the following individuals: 

• UKISA Head of UK Consumer Lines, for the purposes of Operations enablement of new business implementation. 
• EMEA head of Consumer Operations as part of the wider European Consumer Operations Teams.

Key Responsibilities:

Managing the UKI Consumer Operations Portfolio

• Sales support – set-up new campaign infrastructure as per Business requirement documents (BRD) as per the Customer Advisory Board (CAB.) 
• Post-Sale support – Monitoring performance against defined KPI’s and taking accountability for any interim controls. 
• Billing and payment - Support any bespoke client driven billing processes and ownership of subsequent record and premium reconciliation. 
• Process documentation –
• Quality assurance - perform quality checks on operational activities and TPA administration. 
• Lead investigation into billing and service defects, customer complaints and non-compliance incidents taking appropriate actions to prevent reoccurrence
• IT Platforms: 
• Play a role in the design process from a customer experience and compliance perspective
• Recommend & implement, operational improvement and manage change. Based on customer insights and QA
• Process and systems development – provide project and testing support to continuously improve our processes and systems.
• Customer Communication - ensure all relevant communication reach customers and partners as required, update when necessary to compliance and regulatory standard. 
• Ensure up to date document management of all contracts, manuals and insurance documents are stored within Sharepoint
• Take ownership for the version control and maintenance of the library 
• Act as Operations point of contact for IT related issues.
• Raise and oversee IT enhancement requests to get systems aligned with the business and operational goals
• Coordinating of UAT / system testing.

Project Management

• New Business Implement: 
• Oversee and (project)manage or steer implementation management of the in-flight portfolio of new business projects / partner implementations spanning consumer business. 
• Drive a “digital-first” approach to new business implementation.
• Implement, develop and maintain a Quality control program across all key process, working closely with the EMEA QA manager. 
• Review existing deals against the “digital-first” Target Operating Model and recommend improvements either for improved customer experience or TPA cost reductions.
• Own and coordinate all aspects of the partner implementation via and with identified Implementation & Tech Leads - including coordination of Sales, Underwriting, Operations, Legal & Compliance, Conduct & Outsourcing, Claims and IT to secure high quality and timely outcomes. 
• Ensure adherence to TPRM framework and associated standards.
• Provide Operational support to the deal governance framework focused on improving implementation expectations and associated prioritisation plus partner expectations.
• maximise re-use and increase speed to market by adopting an agile approach  to streamline internal processes and re-use pre-configured components (architecture dependent)

Tpa Management:

• With Conduct team, plan, organize and attend TPA Review meetings and audits on a defined frequency to ensure each supplier is engaged-with, service levels are discussed, and feedback is provided
• Run a robust performance management framework to benchmark the TPA performance providing regular feedback to drive behaviours with a view to improving both technical and Customer service standards
• Drive continuous improvement of customer experience with the TPA’s
• Serve as escalation for any IT related issues within the TPA.
• Review the commercial benefits to ensure supplier goals align with organizational needs.
• Continually uphold and improve TPA operational resilience (BCP) through defined governance structures and processes.
• Drive effective management of 3rd parties such that vulnerable customers are considered in all decision-making and to ensure good outcomes in line with regulatory expectations.
• Support Internal Audit and Compliance, Audit & Risk team were relevant for Consumer Lines

Risk Reporting

• Conduct regular review and inspection of process vulnerabilities with onwards escalation to Line / Matrix Management.
• Robust oversight of 3rd parties and payment providers inc. information security standards working with Treasury function
• Organize, conduct and follow up local governance meeting (formal and informal months).
• Support Internal Audit and CAR team, where relevant to Consumer Operations.
• Log GDPR requests or data breaches within deadline in Laser and support data protection office if needed.
• Support internal stakeholders on legal, compliance, control and governance topics.
• Contribute operations information and recommendations to strategic plans and reviews.

Qualifications:

• A strong bias towards change management leadership.
• Demonstrable experience of relationship, negotiation and influencing skills
• Ability to manage and motivate team
• Understands and can operate effectively within a matrix organisational reporting structure
• A solid understanding of how technology underpins operational solutions.
• Organisational skills and eye-for-detail
• Excellent communication skills – both written and verbal 
• Ability to work under pressure and set high standards
• Process / Change Management qualification advantageous – Lean Six Sigma, SaFE, ADKAR
• Be able to demonstrate analytical capability / competency.