Head of North America Commercial Field Support

SVP Head of NA Commercial Field Support

Purpose of Role:

Future-Focused Innovation: Envision the future of Field Support by anticipating industry trends and technological advancements, positioning the organization to proactively adapt and lead in delivering innovative solutions and exceptional service.

Service Excellence Culture: Cultivate a culture of service excellence through strong partnerships with agents and partners, highlighting service as a crucial differentiator by consistently surpassing expectations.

Growth: Create and execute a detailed strategic plan aimed at boosting profitable growth and improving customer retention in the US Field, ensuring alignment with the company's long-term goals.

Operational Efficiency: Streamline end-to-end operations with advanced technology solutions, redesigned workflows, and automated tasks. Refine organizational structure and leverage productivity metrics to ensure optimal resource allocation and distribution. Enhance underwriting capacity by implementing efficient processes and leveraging advanced analytics to streamline decision-making.

Partnership Development: Foster a culture of service excellence by building strong partnerships with agents and partners, ensuring the consistent provision of top-quality service.

Strategic Advisory Role: Serve as a trusted partner and advisor to the Head of North America Commercial Retail Operations, providing strategic insights and guidance to support decision-making and drive operational success.

Responsibilities:

Strategic and Operational Leadership

• Collaborate with senior and regional management across all commercial lines of business to ensure key business priorities are supported with clear tactical plans throughout the entire US Field.
• Engage with senior leaders on operating model changes and deliverables.
• Build and lead the execution of strategic and tactical plans that enhance service outcomes and maximize the development of targeted business across all commercial lines.
• Ensure clear and defined processes are in place to manage business needs effectively, both in the short term and long term, across all commercial lines.
• Implement staffing strategies across the US Field to adequately hire, develop, and align resources to areas of need within all commercial lines of business.
• Make key strategic decisions by utilizing data management tools, production measures, service indicators, and other key metrics relevant to all commercial lines.

People / Performance Management

• Ensure adequate staffing levels at all times by proactively assessing workforce needs and aligning resources to meet organizational demands.
• Lead change management and transformation initiatives focused on people, ensuring smooth transitions and fostering adaptability to new processes and environments.
• Develop and implement a strategic plan to retain high-potential employees and foster long-term growth.
• Provide coaching and development to employees by offering clarity, direction, and support to enhance skills, knowledge, and behaviors for overall success and positive engagement.
• Leverage compensation tools effectively to reward performance in a merit-based environment.
• Deliver regular, results-oriented feedback aligned with organizational and individual goals.
• Strengthen and unify the Chubb culture across regions by integrating the diverse elements of the organization.

Process Management

• Assess and refine regional processes to drive transformative improvements and maximize operational efficiency.
• Leverage data-driven insights to proactively manage metrics, fostering a high-performance work environment that significantly boosts underwriting capacity and productivity.
• Oversee and optimize team workload distribution to ensure strategic resource allocation and peak operational performance.
• Ensure rigorous compliance with workflows and procedures, seamlessly aligning with corporate and branch strategies to achieve strategic objectives.
• Uphold the highest standards of quality and compliance by strictly adhering to underwriting and regulatory procedures, meeting and exceeding established goals.
• Identify and capitalize on automation opportunities to revolutionize processes, minimize manual tasks, and substantially enhance overall operational efficiency.

Service Management

• Lead the execution of North America Commercial Field Support services, ensuring alignment with organizational objectives and driving continuous improvement in service delivery.
• Establish and nurture high-level relationships with business partners, acting as a strategic advisor on service operations and influencing decision-making processes.
• Champion cross-functional collaboration with US Field colleagues and North America Operations, fostering a culture of excellence and innovation to exceed service commitments for each business unit and deliver superior quality products.
• Serve as the strategic liaison for key brokers, proactively identifying and resolving complex issues, and enhancing service center and branch operations.
• Design and implement comprehensive strategic plans to optimize business services across regions, leveraging data-driven insights to enhance efficiency and effectiveness in core areas.