The Operations Supervisor /Manager position oversees a team of Underwriting Associates in support of our Commercial Insurance underwriting team. The Operations Supervisor will collaborate with NA /Field Operations leadership and CI Underwriting leadership to provide superior customer service, quality and workflow/process management. The role will include training/ development and management of a UAA team. The ideal candidate will have a working knowledge of Chubb Systems and Workflows/Processes. 

Position Responsibilities: 

People/Performance Management

Oversee UAA team to meet/exceed NA Operations performance metrics 

Develop UAA Talent through oversight of training and development planning/execution/monitoring

Collaborate with CI UW counterparts to assure mutual priorities are achieved

Actively engage with direct reports to provide coaching on performance to develop UAA 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 UAA 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

Process Management

Assure team adherence and compliance with established processes/workflows and roles.

Assure team adherence to underwriting/regulatory/Compliance guidelines, and quality goals. 

Review and communicate all process/workflow changes/enhancements and assure UAA adoption.

Review workflows and escalate any process improvement suggestions to Regional Ops Manager. 

Monitor and oversee workload capacity of each team member and allocate resources appropriately to meet business needs.

Assure UAA adoption of Corporate automation strategies

Service Management

Oversee process to assure all service delivery goals are met

Act as point of contact for CI business partners regarding operational process, service and people management

Demonstrated familiarity /use of key metric tools to monitor and manage our service deliverables

Assure active engagement with all business partners to assure service and quality results are maintained, and Workflow and Process and resources are effectively deployed.

Financial Management

Utilize CI Ops/UW Reporting systems/tools to oversee business (Vision, CMR, Tracker, Clean Close)

Oversee reporting on premium bookings for assigned departments

Ensure timely transfer of eligible business to underwriting center to maximize branch resources

Partner with CSSC to resolve collection/billing issues

Oversee timely resolution of WC  Bureau Crits to eliminate fines

Advanced PC Skills:  Advanced knowledge of Microsoft suite with emphasis on Microsoft Outlook and Excel. Advanced internet navigation skills and working knowledge of all 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 multi-cultural environment. 

Demonstrated results orientation with ability to problem solve and provide solutions. 

Strong business acumen and critical thinking skills which lead to confident decision making 

 Ability to learn quickly, prioritize work, and perform within time constraints. 

Ability to work independently within a team/group environment with ability to collaborate with others and influence peers/drive Operational priorities. 

Ability to manage remote staff 

Ability to adapt to fast paced environment 

Ability to lead /influence team to meet business priorities.

Education and Experience: 

Associates Degree or equivalent, 4-Year degree preferred 

Minimum of 5-7 years relevant insurance/supervisory experience