The role 

Managing the Iberia Consumer Operations team and overall responsible for the planning and prioritisation of Consumer Operations process execution (BAU). The role works closely with all departments within the Consumer Organisation. Effecting transformation in accordance with defined strategy and transformation objectives. Coordinating Operations BAU execution with the Consumer Sales and Claims organisations, and with all relevant stakeholders, to ensure that Operations is fully aligned with the business and working towards delivering an integrated, resilient, and complete Consumer Operations function. Oversee and (project)manage the portfolio of in-flight new business projects / partner implementations spanning all relevant lines of business (LOBs) and distribution channels.  Reporting on business results in accordance with pre-agreed SLAs and KPIs. Supervise day-to-day operations in the customer service department, ensuring that the customer service support is handled in a timely manner. Ensure that the save desk and retention activities achieving the expected results. Ensure that effective customer service procedures, policies, best practice, manual and standards are updated Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. Manage the Local CS TPA in fully respect the Conduct rules. Working closely with the Quality Assurance Manager perform the Quality assurance activity in respect of the Chubb best practice, in order to mitigate risk across the portfolio  Assess service statistics and prepare detailed reports on your findings. To build good working relationships with third party provider, proactively monitor and support the completion of outsourced processes, ensuring agreed service standards and quality levels are met and associated controls as adhered to. Make a significant leadership contribution and take ownership where appropriate to do so, ensuring all billing activity is managed locally has robust controls in place eliminating the risk of customer detriment. 

Key Responsibilities 

Managing the Iberia Consumer Operations team

Hiring and training of new and existing employees, reviewing employee and addressing employee performance and corrective action plans, employee motivation and rewards. Planning, prioritising and assigning work. Manage customer satisfaction and customer measurement process.

Implementation Management & Sales Pipeline Implementation 

Lead and manage implementation of new business end-to-end, maintaining communication throughout the course of the project to meet customer and internal stakeholder expectations.  Be the bridge between sales and operations and align implementation execution with the overall strategic objectives of the business. Work closely with the regional / country Consumer Sales organisation throughout all stages of the sales cycle – providing input and embedding considerations around complexity / costs / timelines to aid set-up design / execution planning on the operational side and boost our chances of winning deals and execution success. Support the Sales organisation during the preparation of initial proposal and negotiation stages with the operational aspects of the partnership structure (Implementation Framework) to boost chances of winning the deal and ensure timely implementation project delivery when the deal is won.  Focus will be primarily at the regional level but would also likely include country efforts where no local Implementation Manager exists or is available  Lead the introduction of a deal governance framework focused on improving implementation expectations and associated prioritisation plus partner expectations. 

Project Management / Best Practice / Continuous Improvement

Always look for ways to further improve operational resilience by enhancing governance and control. Define and administer BAU project overview. Encourage and develop a culture of investigation, importation and adoption or creation of appropriate new ideas and better ways of working.  Streamline internal processes and pre-configured components (architecture dependent) to maximise re-use and increase speed to market. Manage related projects as required.

Control Environment / Governance / Conduct / TPA mgmt.

Continually uphold and improve operational resilience through defined governance structures and processes, and complete audits  Drive effective management of 3rd parties such that customer interests are considered in all decision-making and to ensure good outcomes in line with regulatory expectations. Support Internal Audit and CAR team were relevant for Consumer Lines and complete all requests for info/updates within the timescale required. Manage and develop key Operations vendor relationships through the lens of both the customer and keep a close track on all controls agreed. Actively participate in the Enhanced Controls program by delivering on key actions as well as sharing best practice throughout the lifecycle program and beyond.

Customer Service

Ensure that the customer service support is handled in a timely manner. Ensure that the save desk and retention activities achieving the expected results. Ensure that effective customer service procedures, policies, best practice, manual and standards are updated Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.  In the event of a Billing Incident, ensure remediation is executed as a priority. Firstly prevent, or as a minimum, minimise any customer detriment.

All other activities 

Contribute operations information and recommendations to strategic plans and reviews. Provide management information to Operations Manager, South and all relevant stakeholders. Coordinate and manage all external and internal stakeholder relationships.

Requirements And Skills: 

Academic background related to Business Administration, Economics, Law or similar. Minimum years of experience: 3/5 years in similar roles or insurance industry.Team Management skills, proven experience managing teams. Project management skills (better if certified);Lean Six Sigma certification could be an advantage.