Operations Specialist

**Your Role**

The Operations Specialist is responsible for providing technical policy processing and servicing. 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 are maintained and updated parallel with change and evolving needs.

Actively support the business with resolution of complex tasks relating to the policy life cycle and premium transactions.

**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.
- Point of contact for CBS and UW in relation to process queries and to support process/system changes within Operations.
- BCP for high impact processes, e.g., New Business Submissions and Bookings
- Review and assist with resolving Account Queries
- Handle complex processing and exception cases.
- Assist with production close off activities.
- 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.
- Assist in resolving issues relating to system and/or workflows.
- Monitor & communicate key processes to ensure offshore adhere to service and process changes.
- Identify risks/issue and mitigate where required.
- CBS Support _
- Provide updates on system and/or process changes that impact CBS.
- Quality Assurance tasks of offshore team
- Submit required Change Requests (CRs) and provide updates on pending CRs.
- 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 and communicating changes to CBS on processes that affect them.
- Reporting _
- Complete and maintain monthly and quarterly reporting requirements.
- Stakeholder Management _
- Develop and maintain key relationships with stakeholders.
- 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.
- 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
- Advanced policy system and workflow knowledge
- Basic understanding of General Insurance business
- Ability to multi-task in a fast-paced environment with excellent organisational skills & prioritisation
- Strong and resilient work ethic

Desirable:

- 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 actionsEffective teamwork within a diverse work environment
- We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. We also offer a flexible working approach via our “My One Thing” initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enrol into the Chubb Limited discounted stock purchasing scheme.