Data Manager, CCC

Chubb’s Personal Risk Services Operations division provides industry leading service to clients, agents and internal business partners. The Chubb Customer Center (CCC) is an Operations team that directly manages the personal insurance needs of successful individuals and families on behalf of enrolled agency partners countrywide. We are currently seeking an experienced and self-motivated team specialist to work in a fast-paced agency environment. Account executives are licensed agents supporting PRS’ growth and retention by counseling successful individuals and families on their insurance coverage. 

Role Overview:
The Data Manager is responsible for overseeing and optimizing data-driven processes across PRS, CCC. This role involves managing team metrics, developing dashboards, streamlining reporting, analyzing product and client advisory metrics, and supporting individual and team performance reviews. The Data Manager will collaborate with various stakeholders to ensure efficient data management and actionable insights for business improvement.

Core Responsibilities:

• Oversee team metrics and utilize dashboards for detailed, granular analysis to identify opportunities for improvement.
• Assign and coordinate with dedicated constituents to define required metrics and dashboards, and schedule regular reviews.
• Conduct product needs analysis to review costs, streamline efficiencies, improve service, and minimize handoffs.
• Define ROI scenarios for short- and long-term planning.
• Act as a vendor management liaison (EPIC, CXOne, etc.), facilitating communication between vendors and users, conducting quarterly reviews, and identifying unused products or features for efficiency.
• Analyze client advisory metrics, focusing on phone performance (AHT improvement) and workforce management (capacity, planning, forecasting).
• Streamline reporting processes to eliminate duplication and conflicts, providing clear and actionable reports for leaders and stakeholders.
• Develop employee-level dashboards, including personal scorecards, trend views (30/60/90 days), comparative views, and quality flags. Pilot dashboard designs with select users.
• Create and manage monthly Individual Performance Reviews (IPRs) for CCC staff and agents, including template development and review scheduling.
• Focus on premier metrics by defining advanced KPIs and developing separate business reports for the premier segment.

Key Activities:

• Define and document required metrics, dashboards, and reporting formats.
• Schedule regular review meetings for metrics, vendor management, and performance reviews.
• Audit current reports to identify overlaps and propose streamlined formats.
• Design and pilot dashboard mockups for employee-level performance tracking.
• Develop templates for monthly IPRs and set up a review schedule.
• Define KPIs and reporting requirements for the premier business segment.