Sr. Business Operations Production Support Manager

The Sr. Business Operations Production Support Manager is responsible for overseeing the contract fulfillment production support team daily business activities, improving overall business functions, managing team resources, and ensuring operational efficiency. This role collaborates with cross-functional teams to drive process improvements, support strategic initiatives, and ensure alignment with organizational goals. The Manager should have deep knowledge of product contracts, business strategies and operations to effectively support the implementation of technology, tools, and training that enhances the customer and employee experience. This role acts as a bridge between business operations and IT, ensuring and overseeing the management of incident resolution, root cause analysis, and continuous improvement initiatives. 

KEY RESPONSIBILITIES:

• Lead and manage the Contract Fulfillment production support team to ensure timely resolution of incidents and delivery of initiatives.
• Serve as the primary point of contact for escalations related to contract production issues.
• Coordinate with IT, development, and business teams to resolve complex issues and implement long-term solutions.
• Develop and maintain production support processes, documentation, and best practices.
• Analyze incident trends and drive process improvements to reduce recurring issues.
• Oversee and manage daily business tasks and operational processes to ensure efficiency and effectiveness, including contract generation.
• Analyze business processes and identify areas for improvement.
• Lead and mentor operations staff, fostering a culture of high performance.
• Coordinate with HR, Finance, IT, and other departments to ensure seamless operations.
• Support strategic planning and execution of business product initiatives.
• Ensure compliance with company policies, industry regulations, and legal requirements.
• Demonstrate knowledge operations processes and technology platforms 
• Support miscellaneous administrative processes as needed such as user administration and issue resolution
• Maintain positive working relationships with related departments and resolve customer issues using judgment in escalating issues as appropriate. 

COMPETENCIES:

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues.  Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.    
• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.  Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth  
• Initiative: Willingly does more than is required or expected in the job.  Meets objectives on time with minimal supervision.  Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.  
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course  
• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results  
• Values Orientation: Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb”

SKILLS & KNOWLEDGE:

• Proven experience in an operations management role.
• Insurance contract knowledge required.
• Strong analytical and problem-solving skills, with the ability to understand complex business processes and develop practical solutions. 
• Strong leadership skills, with the ability to motivate and inspire a team and drive results.
• Excellent interpersonal and communication skills both verbal and written, good presence, strong team player, encouraging, diplomatic and flexible with the ability to listen well, be persistent and patient in endeavoring to fully understand customer needs 
• Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight 
• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet strict deadlines
• Strong attention to detail and ability to work in a fast-paced, dynamic environment.

EDUCATION:

• 7+ years of insurance industry knowledge and experience in contracts, implementation, account management and project management.
• Minimum of 5 years of experience successfully managing people projects and/or stakeholders strongly preferred 
• Voluntary/Worksite/Group marketplace knowledge preferred 
• Bachelor’s degree or equivalent experience required