Operations Specialist, A&nz

2 weeks ago

Docklands, Australia Combined Insurance Full time

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.

**Your Role**

The Operations Specialist is responsible for providing technical support for policy processing and servicing as the expert and first point of contact in relation to technical queries. The role supports both process and system changes within Operations in a specialist capacity, including project-related tasks and first-line CBS support. In addition, working with the Leadership team to ensure Promapp guides and reporting suites are maintained and updated parralel with change and evolving needs.
The Operations Specialist role works collaboratively with both the Commercial Operations Quality Assurance (QA) & Business Improvement (BI) Analyst and Business Analyst on business improvement, change management and training needs.

**Your Responsibilities**:
**Operational Support**
- Process expert on all Operations related Promapp Guides, including being responsible for submitting all process changes to the Promapp team and post update validation.
- Identify and capture impact on AHT of process changes prior to submitting proposed changes to the Commercial Operations Lead.
- Trained and certified in all processes within A&NZ commercial LOBs.
- Identify risks and issues, and mitigate where required.
- Handle complex and exception cases.
- Assist in resolving issues relating to system and/or workflows.
- Monitor & communicate key processes to ensure offshore adhere to service and process changes.
- Point of contact for CBS and UW in relation to process queries and to support Process/System changes within Operations.
- Review open work items/pending docs of resigned UWs to ensure closed out or re-assigned.
- Coordinate clean-up activities and support UAT as required. Work with the QA & BI Analyst to provide support and coaching to operational staff off the back of QA observations/ improvement areas.
-

**CBS Support**
- Provide updates on system and/or process changes that impact CBS.
- Submit required Change Requests (CRs) and provide updates on pending CRs.
- Daily review of CBS dashboards to ensure prior day SLA and workbaskets are within expectation.
- Meet with CBS Leadership to resolve issues as required, and under the guidance of the Commercial Operations Leader.

**Project Support**
- Support Operational Projects as required by the Operations Leadership team.
- Support the launch of products on broker facing platforms, being across end-to-end process and roles and responsibilities
- (Broker/Underwriter/UnderwritingAssistant/Operations) and communicating changes to CBS on processes that affect them.
- Partner with Quality and Business Improvement Analyst 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.
- Work with the Commercial Operations Business Analyst to streamline reports and ensure a reporting library is maintained, including details of data source, need and audience.

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