AVP, Operations Manager

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The AVP - Excess Casualty Operations position manages and directs the daily workflows and performance of the Underwriting Associate (UA) team. This role reports to the VP – Operations and collaborates with North America Field Operations and the Excess Casualty Underwriting leadership team to provide superior customer service, quality, and workflow/process management. Responsibilities include training and development along with direct staff management.

The ideal candidate has 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, and 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 and 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 ensure 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.
• Demonstrate familiarity and use of key metric tools to monitor and manage service deliverables.
• Actively engage with all business partners to ensure service and quality results are maintained, and workflow, process, and resources are effectively deployed.
• Partner with the Billing and Collections Service Team to resolve financial discrepancies and open issues.

• Associate’s degree or equivalent; 4‑year degree preferred. Excess Casualty knowledge and experience is a plus.
• Minimum of 5‑7 years relevant insurance/supervisory experience.
• Advanced PC skills:
  Advanced knowledge of Microsoft Suite with emphasis on Outlook and Excel; advanced internet navigation skills and working knowledge of key operational workflow/process reporting tools.
• Excellent verbal and written communication skills; strong interpersonal skills and ability to establish and maintain effective working relations with internal and external partners in a multicultural environment.
• Demonstrated results orientation with ability to problem‑solve and provide solutions.
• Strong business acumen and critical‑thinking skills leading to confident decision‑making.
• Ability to learn quickly, prioritize work, and perform within time constraints.
• Ability to work independently within a team or group environment and influence peers to drive operational priorities.
• Ability to manage remote staff.
• Ability to adapt to a fast‑paced environment.
• Ability to lead and influence a team to meet business priorities.

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,…