Director, BPO Office

Combined Insurance, A Chubb company, is seeking a Director BPO Office to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of nearly 100 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY

The Director, BPO Office is responsible for overseeing new and established business process outsourcing (BPO) transitions, managing the operational and service relationships with business partners, and ensuring excellence and quality in offshore vendor work meets expectations. The position will develop and lead a team of BPO Supervisors, who are responsible for being the primary liaisons between designated processes and their respective business owners, and serving as the subject-matter experts. This person will guide the development and effectiveness of the team by advocating a climate of collaboration, ownership, and accountability for all aspects BPO. This role will interact closely with business teams such as operations, call center, and enrollment.

RESPONSIBILITIES

• Serve as chief liaison for BPO activities.
• Effectively collaborate with executive management and senior leadership teams to develop a strategic framework, standard operating procedures, and key timelines for BPO transitions that is efficient, repeatable, and scalable
• Build and maintain strong partnerships with internal business clients and their teams in pursuit of ongoing BPO success.
• Using data and workloads, develop capacity models, for both onshore support team and offshore BPO partner(s), that provide realistic personnel need forecasts while identifying enhancements to processes, systems, and procedures.
• 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.
• Conduct regular review of results with stakeholders.
• Provide business owners with regular dashboards of performance, including current statuses, areas of improvements, and project updates. 
• Collaborate with business owners to address issues with proactive solutions and regular, comprehensive communication to necessary stakeholders.
• 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.
• Drive all BPO processes and teams to exceed expectations for turnaround time, quality, and issue resolution. 
• Build a knowledgeable, empowered, and self-driven team to inspire confidence inside and outside the department.
• Sets team goals and objectives, monitors performance, and develops and maintains a team focused on excellence.
• Provide input and make decisions on policies, systems, methods, and procedures for the effective management and control of the BPO functions.
• Represent BPO needs within Chubb/Combined and vice versa. 
• Engage team via coaching and mentoring to maintain culture of continuous improvement.
• Effectively manage resources and direct workflows to optimize service outcomes in order to achieve business objectives.
• Balance and execute on multiple issues, escalations, projects, and inventory with support for teams and partners.
• Maintain current knowledge of client needs, products, and insurance industry.
• Perform other duties as assigned.

SKILLS AND COMPETENCIES

• Ability to think strategically and act proactively
• Demonstrated leadership skills 
• Excellent interpersonal and communication skills (both verbal and written), confident presence, strong team player, diplomatic and flexible with the ability to listen well, persistent and patient in endeavoring to fully understand customer needs, supporting and encouraging approach
• Excellent analytical, accounting, and problem-solving skills
• Ability to structure and manage work across multiple functions & locations
• Ability to influence and build consultative, trust-based relationships
• Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight
• Ability to research and solve problems with minimal supervision
• Ability to prioritize and manage customer and partner expectations accordingly
• Solid project management skills with focus on problem solving
• Ability to multi-task in an extremely fast paced environment
• Ability to achieve or exceed business goals; focused on results
• Outstanding influencing, collaboration, partnering, and teambuilding skills
• Able to effectively manage and prioritize multiple priorities
• Ability to travel driven by the needs of the business and in agreement with leadership directives

EDUCATION AND EXPERIENCE

• 5+ years of progressive operations leadership and management experience within the life, health, and accident insurance industry, preferably in managing BPO relationships within the voluntary worksite and group employee benefit marketplace
• At least 3 years with direct experience managing insurance BPOs
• Expertise in developing and executing on strategic plans
• Bachelor’s degree or equivalent experience required
• Proficient in MS Office, including Outlook, Word, Excel, & PowerPoint

The pay range for the role is $90,800 to $154,400. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.