Operations Coordinator

4 weeks ago

Melbourne, Australia Chubb INA Holdings Inc. Full time

**Your Role**:
To act as a first point of contact in relation to process queries and to support Process/System changes within Operations. To work with the Commercial Operations Leadership team to maintain Promapp guides with an ongoing focus on business improvement, such as process and training issues/needs and gaps, identifying root cause of performance issues, and process change in line with conducting structured quality reviews.

Attend to items delegated by the Operations Leadership Team.

**Your Responsibilities**:
Stakeholder Management

Develop and maintain key relationships with stakeholders
Monthly meetings with Product and Quarterly updates with individual branch managers
Ensure stakeholders are informed and updated on project statuses and impacts
Respond to feedback received within agreed timeframes
Provide support to the business and act as a technical resource for questions or issues, including conducting Operations Induction sessions
Calibrate with various stakeholders on process updates

CBS Onshore Support

Provide updates on system and or process changes that impact CBS

Submit required Change Requests (CRs) and provide and receive updates on pending CRs

Daily review of CBS dashboards to ensure prior day SLA and workbaskets within expectation, to meet with TL/Ops/CBS Mgmt. to resolve on an as needs basis

Project Lead/Support

Support Operational Projects as required by the Commercial Operations leads

Support the launch of products on broker facing platforms, being across end-to-end process and roles and responsibilities (Broker/UW/UA/Ops) and communicating changes to CBS on processes that affect them

Responsible to act as a point of contact for CBS/Underwriting in relation to process queries and to support Process/System changes within Operations

Partner with Quality and Business Improvement Lead in driving process improvement initiative that will lead to standardisation, optimisation and efficiency

Reporting

Complete and maintain monthly and quarterly reporting requirements

Utilise data from CBS to inform process change/improvements

Develop reporting as required

Co-ordinate and conduct monthly quality checks (including auditing QA staff), run calibration sessions, provide feedback, conduct root cause

analysis and implement action plan

Operational Support

Identify risks and issues, and mitigate where required

Handle complex and exception cases

Resolve issues relating to system and workflows

Monitor & communicate key processes and management of information to ensure offshore adhere to service and process changes

Maintain a change register to log all process and systems changes outside of Promapp

Review open work items / pending docs of resigned UWs to ensure closed out or re-assigned prior to departure.

Coordinate clean-up activities

Support onshore UAT as required

Act as the Process Expert on all Operations related Promapp Guides, including being responsible for submitting all process changes to the Promapp team

Operations and to identify improvement opportunities

Provide support and coaching to operational staff off the back of QA observations/ improvement areas

Identify impact on AHT of process changes prior to implementing changes

Trained and certified in all processes within ANZ commercial LOBs

**Qualifications**:
**Your Skills & Experience**:
Demonstrated experience in Insurance and/or Financial Services
Detailed expertise on core policy processes and corresponding Lifecyle stages
Proficient use of MS Office Suite (Excel, Word, PowerPoint)
Excellent verbal and written communications skills, with an ability to work with all levels of the organisation
Product, process and system knowledge - Advanced
Basic understanding of General Insurance business
Ability to multi-task in a fast paced environment with excellent organisational skills & prioritisation
Ability to identify and implement process improvements
Strong work ethic

**Desirable**:
Strong knowledge of insurance processes and systems

Experience in facilitation training

Excellent relationship management skills with a Customer Centric attitude and focus

High level of attention to detail and accuracy

Analytical and problem-solving skills

Ability to work autonomously and be accountable and responsible for actions

Effective teamwork within a diverse work environment

Resilience - ability to adapt to/cope with change

Flexibility (overtime, occasional weekend work and support of the business on local public holidays may be required)

Chubb is the world’s largest publicly traded property and casualty insurance company, with operations in 54 countries and territories and over 30,000 employees globally. 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.

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