Role Summary

In this role you are responsible for all aspects of the implementation and good performance of the digital and online claims service, mostly performed by Chubb partners, for the Consumer Lines (CL) Claims in the Benelux. You report to the Consumer Lines Claims Manager and are located in the Benelux, preferably Rotterdam, the Netherlands. The field of responsibilities of the role includes all claims services, most digital and online, including claim fulfilment, logistics and courier services and call centre. This role requires core competencies related to project management, digital and online processes, supply chains, service level agreements, service provision, reporting, governance, auditing and the assurance of Chubb’s quality standards. A strong knowledge and use of digital and online tools and applications is required. A high degree of initiative, commitment, flexibility, team spirit and strong communications skills are among your qualities. Your way of working is determined, self-dependent and service-oriented and you have a high personal motivation.

Responsibilities

Implementation and oversight of digital and online claims service and fulfilment processes according to Chubb standards and SLA’s. Management of all claim service and fulfilment costs, including initiatives to reduce costs. Negotiations with clients, call centres, outsourcing partners, suppliers, logistic service providers and salvage partners. Operational Monitoring with oversight and execution of KPIs, incl reporting of legal responsibilities. Representation in internal and external meetings, including client and partner review meetings. Lead and support with the subject matter expertise and manage detailed aspects of the governance framework, to ensure policies, processes and procedures are well defined, embedded and adhered to. Close cooperation with the local CL teams. Support and oversight of complaints, including those referred to public authorities. Support and completion of audits of any outsourced service, reviewing partner’s compliance with contractual responsibilities, continued process improvement actions and the compliance with regulatory requirements. Defining operational processes and support of contractual negotiations.

Your Profile

Experience managing important customer relationships and partners, in a digital insurance service environment or in a comparable environmentReliable and sound negotiating skills Profound knowledge in setting up, reviewing and optimizing digital claims service and operational processes Profound knowledge of process mapping, implementation and analysis of target-performance comparisons Strong analytic skills, especially concerning complex processes, data and digital servicesSupply chain, customer contact centre operations or consumer electronics experiences are an advantageIdeally university degreeWillingness to travel, predominantly in the BeneluxProficient in English and Dutch