AVP, Operations Manager

The AVP - Excess Casualty Operations position manages and directs the daily workflows and performance of their Underwriting Associate team. This role reports to the VP – Operations and will also effectivity collaborate with North America Field Operations and the Excess Casualty Underwriting leadership team to provide superior customer service, quality, and workflow/process management. The position will include training and development as well as direct management of the staff.

The ideal candidate will have a working knowledge of Chubb Systems and Workflows/Processes.

• Manage UA team to meet/exceed NA Operations performance metrics.
• Develop UA Talent through oversight of training and development planning/execution/monitoring.
• Collaborate with Major Accounts Underwriting counterparts to assure mutual priorities are achieved.
• Actively engage with direct reports to provide coaching on performance to develop and maintain skills/competencies. Address performance issues promptly through the performance improvement process.
• Deliver regular, results driven feedback tied to performance goals/metrics.
• Maintain an open and collaborative engagement with staff that encourages diversity of thought.
• Assure adoption of standardized UA Role/Responsibilities and adherence to corporate workflows.
• Assure timely completion of performance reviews, goal setting and compensation administration.
• Create and execute plans to retain high potential employees.

• Assure operational team adherence to underwriting/regulatory/Compliance guidelines, and quality goals.
• Review and communicate all process/workflow changes/enhancements and assure UA adoption.
• Review workflows and elevate any process improvement suggestions to Service Leader.
• Manage and oversee workload capacity of each team member and allocate resources appropriately to meet business needs.
• Assure UA adoption of corporate automation strategies and deliverables.

• Manage the month-end closing processes to assure all service delivery goals are met, including all financial and premium bearing registrations.
• Function as point of contact for Excess Casualty business partners regarding operational processes, service, and people management.
• Demonstrated familiarity and use of key metric tools to monitor and manage our service deliverables.
• Be actively engaged with all business partners to assure service and quality results are maintained, and Workflow and Process and resources are effectively deployed.
• Partner with the Billing and Collections Service Team to resolve financial discrepancies and open issues.