Job DescriptionThe Head of North America (NA) Contact Center is a key position within the Commercial and Personal Lines Service organizations. This newly created position will play a key role in developing the strategy and initiatives to transform, and digitally enable contact center servicing by leveraging data, technology, people, and process. Ensuring delivery of best-in-class customer experience in various, multi-disciplinary teams in North America, who service policyholders, trading partners, and internal stakeholders. This person will lead the day-to-day management of the NA Contact Center and will establish strong relationships with stakeholders across Commercial, Personal business units, and Chubb. This executive will function as a business owner of experience initiatives to deliver business processes and technology solutions that enhance customer and employee experience and improve overall operational efficiency and capabilities. The successful candidate will demonstrate strategic vision, analytical thinking, and must be able to influence and lead through transformation within the organization. This role is also accountable for developing and leading a center of competency for contact centers across NA business units, and support groups, driving leading competencies, alignment of KPIs, and best practices. This leader will be a key partner to North America stakeholders and IT and representing the voice of the customer in the design, development, and execution of a One Chubb contact center experience. The right candidate has a proven record of successful large-scale, multi-disciplinary contact center transformation; and demonstrates 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 key. Building and maintaining strong relationships with key business and functional stakeholders is critical to ensuring alignment of goals, being able to anticipate changes in the needs of the business and achieve strong service and quality results. This role will report to EVP, Head of NA Personal Lines Operations.Key Responsibilities
- Drive a One Chubb vision and contact center (CC) target operating model across North America.
- Strategic development, and oversight of the contact center transformation roadmap.
- Oversee a centralized governance model driving consistency for contact center experience, adoption of standards, practices and ensuring optimal governance resource utilization.
- Accountable for the delivery of programs against defined business and financial goals
- Development of customer and employee experience standards that are achievable measurable and reported on.
- Establish and deliver consistent and effective talent acquisition, and coaching standards
- Well-defined and standardized CC KPIs and performance monitoring
- Presence of an effective customer complaint and escalation process, ongoing monitoring & reporting, and development of the closed loop process to resolve individual and systemic issues
- Function as ambassador and spokesperson to NA Chubb business units regarding service (communicating progress, challenges, and opportunities identified by function)
- Management of a leadership team and 150+ service associates
- Accountable to implement process, training, and tool improvement interventions to ensure transformational organizational effectiveness that enables delivery of an exceptional experience. Work closely with the product owner(s), IT, compliance, and business stakeholders to achieve well defined goals.
- Create an environment of continuous improvement and challenge the status quo to deliver a One Chubb target customer experience that is both leading and cost-effective
- Focus on positioning the team to meet operating margin, unit cost, and customer satisfaction
- Timely and effective resolution of client/agent issues inclusive of strong collaboration with other functional groups as needed, and consistent with support metrics
- Develop and ensure adherence to market-leading metrics, goals, and service & quality action plans. Assess analytics for trends, SWOT analysis and executive reporting
- Ensure personnel and supply budgets remain on track to provide proper coverage and contemplate expected growth and changing volumes in each functional area
- Lead future transformational change in the contact center space as outlined by management
- Establish a robust business continuity plan
Qualifications
- 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 listening with strong influence management skills, and mindset.
- Highly adaptable and collaborative leader who is comfortable with ambiguity, uncertainly and seeking new ways of working
- Visionary analytical person, and creative thinker who can confidently express complex ideas in an articulate, concise manner and have an acute ability for attention to detail.
- Successfully drive outcomes and navigate a heavily matrixed business environment.
- Results oriented, fast paced leader who demonstrates the ability to champion change and balance 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 and 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.
About UsChubb 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.