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The Head of North America (NA) Contact Center is a key position within the Commercial and Personal Lines service organizations. This newly created role will be instrumental in developing the strategy and initiatives to transform and digitally enable Chubb’s contact center services by leveraging data, technology, people, and processes. The primary goal is to ensure the delivery of a best-in-class customer experience for those servicing policyholders, trading partners, and internal stakeholders. The Head of NA Contact Center will be accountable for transforming the contact center discipline across North America and for establishing strong relationships with stakeholders across multiple business units and support organizations. This role will also hold strategic ownership and direct management of the NA billing service centers, serving as the executive owner of experience initiatives that deliver business processes and technology solutions aimed at enhancing customer and employee experiences while improving overall operational efficiency and capabilities within North American billing. The successful candidate will demonstrate strategic vision and analytical thinking, with the ability to influence and lead the transformation within the organization.
Additionally, this role will be responsible for continuing to develop and lead a center of competency for contact centers across North American business units and support groups. This includes driving leading competencies, aligning Key Performance Indicators (KPIs), and implementing best practices. This leader will be a key partner to North America stakeholders and IT, representing the voice of the customer in the design, development, and execution of a “One Chubb” contact center experience.
The ideal candidate will have a proven record of successful large-scale, multi-disciplinary contact center transformations and will possess 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 essential. Building and maintaining strong relationships with key business and functional stakeholders is critical to ensuring alignment of goals, anticipating changes in business needs, and achieving strong service and quality results. This role will report to the EVP, Head of NA Personal Lines Operations.
Key Responsibilities
- Drive a “One Chubb” vision and contact center (CC) target operating model across North America.
- Strategically develop and oversee the contact center transformation roadmap.
- Oversee a centralized governance model to drive consistency in contact center experience, adoption of standards and practices, and ensure optimal governance resource utilization.
- Accountable for delivering programs that meet defined business and financial goals, including:
- Development of measurable customer and employee experience standards.
- Establishing consistent and effective talent acquisition and coaching standards.
- Defining and standardizing CC KPIs and performance monitoring.
- Ensuring the presence of an effective customer complaint and escalation process, ongoing monitoring and reporting, and development of a closed-loop process to resolve individual and systemic issues.
- Provide strategic leadership and management to the North America billing leadership team and 150+ service associates.
- Implement process, training, and tool improvement interventions to ensure transformational organizational effectiveness that enables the delivery of an exceptional experience. Work closely with product owner(s), IT, compliance, and business stakeholders to achieve well-defined goals.
- Foster an environment of continuous improvement and challenge the status quo to deliver a leading and cost-effective One Chubb customer experience.
- Focus on positioning the team to meet operating margins, unit costs, and customer satisfaction goals.
- Ensure timely and effective resolution of client/agent issues, collaborating with other functional groups as needed, consistent with support metrics.
- Develop and ensure adherence to market-leading metrics, goals, and service and quality action plans. Assess analytics for trends, perform SWOT analysis, and provide executive reporting.
- Ensure personnel and supply budgets are on track to provide proper coverage while accounting for expected growth and changing volumes in each functional area.
- Establish a robust business continuity plan
- 15+ years of strategic, multi-discipline/function customer engagement center oversight, with a successful record of large-scale operating model and technology transformation.
- Effective communicator and active listener with strong influence management skills and mindset.
- Highly adaptable and collaborative leader who is comfortable with ambiguity and seeking new ways of working.
- Visionary analytical thinker who can confidently express complex ideas in an articulate and concise manner, with a keen attention to detail
- Ability to drive outcomes and navigate a heavily matrixed business environment.
- Results-oriented, fast-paced leader who demonstrates the ability to champion change while balancing competing demands.
- Proficient knowledge of contact center technologies and industry trends; Cloud Contact Center capabilities preferred.
- Bachelor’s degree or equivalent work experience.
- Knowledge of insurance business and processes, with expertise in how insurance systems support business processes preferred.
- This position will require up to 25% travel to teams located in strategic centers in O’Fallon, MO; Phoenix, AZ; Whitehouse Station, NJ; and NA HQ in Philadelphia, PA
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.
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