This position reports to the Head of Operations - Consumer Lines, EMEA, and is responsible for the execution and maintenance of a robust quality assurance program focused on the Consumer billing control environment, process improvement, process efficiency, and influencing Chubb's strategic direction relating to future state billing solutions. The Consumer Billing Controls Quality Assurance Manager will play a pivotal role in overseeing a Quality Assurance program across all aspects of Chubb's Consumer billing operations, which critically requires accurate and timely billing processes. Additionally, the job holder will be part of the senior management team tasked with implementing a new policy administration system, including billing, with the objective of delivering billing solutions fit for the future state, digitally led, Consumer Lines insurance distribution market. This is an excellent opportunity for a senior professional with a proven track record who can make an immediate impact to (a) mitigate inherent risks associated with legacy billing systems and (b) be at the forefront of delivering modern billing practices.
Key Responsibilities:Develop, implement, and maintain a quality control program for Consumer Lines across the entire billing process, incorporating central operations, local operations, IT, and Finance, to ensure accuracy, timeliness, compliance, operational efficiency, and adherence to industry standards.Monitor operational billing performance through data analysis and regular audits to identify areas of improvement and drive corrective actions aimed at developing and implementing best practices for billing procedures and policies.Collaborate with cross-functional teams to establish quality standards and guidelines for different operational billing processes, streamlining billing workflows and driving efficiency gains.Conduct regular inspections and assessments to ensure compliance with internal policies, regulatory requirements, and customer expectations.Lead and influence others, providing guidance, training, and support to enhance their skills and performance.Develop and maintain comprehensive billing quality management systems, ensuring effective documentation and reporting of quality-related metrics and trends.Continuously evaluate and benchmark operational procedures against industry best practices to identify innovative solutions for process improvement.Serve as the point of contact with the Consumer Lines Executive Management team for quality-related billing issues, concerns, and inquiries, resolving them in a timely and effective manner.Lead investigations into billing service defects, customer complaints, and non-compliance incidents, taking appropriate actions to prevent reoccurrence.Stay up to date with industry trends, regulations, and best practices related to quality control and billing operations management.
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