Sr. Business Operations Production Support Manager

Chubb Benefits, a Chubb Company, is seeking an Sr. Business Operations Production Support Manager to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY: 

The Sr. Business Operations Production Support Manager is responsible for overseeing the policy contract fulfillment team daily business activities, improving overall business functions, managing team resources, and ensuring operational efficiency. This role collaborates with cross-functional teams to drive process improvements, support strategic initiatives, and ensure alignment with organizational goals. The Manager should have deep knowledge of policy contracts, business strategies and operations to effectively support the implementation of technology, tools, and training that enhances the customer and employee experience. This role acts as a bridge between business operations and IT, ensuring and overseeing the management of policy contract fulfillment, incident resolution, root cause analysis, and continuous improvement initiatives. 

KEY RESPONSIBILITIES:

• Lead and manage the Policy Contract Fulfillment production support team to ensure timely resolution of incidents and delivery of initiatives.

• Oversee and ensure the accurate and timely creation of policy contract templates that adhere to compliance and regulatory filing requirements

• Serve as the primary point of contact for escalations related to contract production issues.

• Coordinate with IT, development, and business teams to resolve complex issues and implement long-term solutions.

• Develop and maintain policy contract template creation processes, documentation, and best practices.

• Understand policy filings regulatory requirements to analyze incident trends and drive process improvements to reduce recurring issues.

• Oversee and manage daily business tasks and operational processes to ensure efficiency and effectiveness, including contract generation.

• Analyze business processes and identify areas for improvement.

• Lead and mentor operations staff, fostering a culture of high performance.

• Coordinate with HR, Finance, IT, and other departments to ensure seamless operations.

• Support strategic planning and execution of business product initiatives.

• Ensure compliance with company policies, industry regulations, and legal requirements.

• Demonstrate knowledge of policy filings, compliance and regulatory expectations that impact operational processes and technology platforms 

• Support miscellaneous administrative processes as needed such as user administration and issue resolution

• Maintain positive working relationships with related departments and resolve customer issues using judgment in escalating issues as appropriate. 

COMPETENCIES:

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues.  Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.    

• Regulatory Knowledge: Deep understanding of relevant policy contract laws, regulations, and industry standards. Ability to interpret and apply regulatory requirements to business operations.

• Risk Management: Identifying, assessing, and mitigating compliance risks. Developing and implementing risk controls and monitoring mechanisms.
• Analytical & Problem-Solving Skills: Investigating policy contract/compliance issues and root causes. Recommending practical, risk-based solutions.
• Attention to Detail: Ensuring accuracy in policy contract compliance documentation, reporting, and monitoring. Detecting discrepancies and potential compliance/regulatory risks.

• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.  Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Take advantage of formal and informal development opportunities. Takes on challenging work assignments that lead to professional growth  

• Initiative: Willingly does more than is required or expected in the job.  Meets objectives on time with minimal supervision.  Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.  

• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course  

• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results  

• Values Orientation: Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb”

SKILLS & KNOWLEDGE:

• Proven experience in an operations management role.

• Strong knowledge of insurance products, policy contracts, and regulatory requirements required.

• Strong analytical and problem-solving skills, with the ability to understand complex business processes and develop practical solutions. 

• Strong leadership skills, with the ability to motivate and inspire a team and drive results.

• Excellent interpersonal and communication skills both verbal and written, good presence, strong team player, encouraging, diplomatic and flexible with the ability to listen well, be persistent and patient in endeavoring to fully understand customer needs 

• Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight 

• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet strict deadlines

• Strong attention to detail and ability to work in a fast-paced, dynamic environment.

EDUCATION:

• 7+ years of insurance industry knowledge and experience in policy administration/contracts, implementation, account management and project management.

• Minimum of 5 years of experience successfully managing people projects and/or stakeholders strongly preferred 

• Voluntary/Worksite/Group marketplace knowledge strongly preferred 

• Bachelor’s degree or equivalent experience required 

The pay range for the role is $94,000 to $136,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.