Apply on Employer Site

Chubb · 1 day ago

Program Specialist, Sr

Chicago, IL

Full-time

Onsite

Mid, Senior Level

3+ years exp

Chubb is a world leader in insurance, providing commercial and personal property and casualty insurance globally. The Senior Program Specialist is responsible for overseeing offshore teams, ensuring SLAs are met, and serving as the primary liaison between business processes and stakeholders.

Commercial InsuranceFinancial ServicesHealth InsuranceInsuranceMortgageRisk Management

Responsibilities

Act as the primary contact with our sales and / or broker and enrollment system partners to support the enrollment system configuration and testing of voluntary benefits

Partner with business owners on new process transitions or existing process improvement opportunities, and develop documentation, appropriate sign offs, and broad communication regarding changes are in place before implementation

Assist BPO Director in identifying workflow trends, gaps, and opportunities to drive process improvements

Maintain escalation contacts and oversee priority handling to ensure timely execution

Oversight and routine reporting on all SLA’s, relevant metrics, KRI’s, etc

Provide regular dashboard reporting detailing performance, current statuses, areas of improvements, and project updates and present to business partners

Quick identification of any process backlogs and implementation of solutions to mitigate and resolve

Build and maintain strong liaisons and partnerships with internal/external business clients and their teams in pursuit of ongoing BPO success

Engage Genpact via coaching and mentoring to maintain culture of continuous improvement for all workflows and processes

Collaborate with business owners to address issues with proactive solutions and regular, comprehensive communication to necessary partners

Provide input and make decisions on policies, systems, methods, and procedures for the effective management and control of the BPO functions

Ensure process maps and documentation are kept up to date. Create any needed documentation when gaps are identified, or new processes are implemented through the change management process

Collaborate with business partners and Director to drive and secure the Change Management Process

Represent BPO needs within Chubb/Combined and vice versa

Effectively manage resources and direct workflows to optimize service outcomes to achieve business objectives

Ensure all financial and accounting processes have strong oversight and are carried out with appropriate levels of priority, urgency, and accuracy to prevent internal or external delays

Conduct any necessary UAT for new processes, systems, or equipment to ensure low impact to team and clients

Maintain current working knowledge of client processes needs, products, and insurance industry

Ensure all processes are adhered to according to established SLA’s and KRI’s

Support teammates as needed and drive results for goals and key performance indicators

Assist with the development and maintenance of program specialist onboarding and training

Ensure proper maintenance of shared team spaces and visual board, and that all documentation is in a shared location

Support BPO Director in creation, maintenance and distribution of key reports and results

Perform other duties as assigned

Qualification

Offshore processes managementMS Office proficiencyAnalytical skillsRelationship managementProblem resolutionResults orientationCommunication skillsDetail orientedContinuous learningInitiativeAdaptabilityCreativity