Commercial Operations Manager, Apac

**Location**: Singapore or Australia

**Direct Reporting Manager**: Head of Operations, APAC and matrix into Head of P&C, APAC

**Role Purpose**:
The Commercial Operations Manager (APAC) is responsible for policy related support for the P&C + A&H Corporate segments and helping lead the team(s) providing admin services to Underwriters.

Supporting activities, include but are not limited to, the reporting of service metrics, business analysis, roll-out of COG/regional priorities and the development of operational strategy - covering opportunities to improve service and drive operational effectiveness.

To embed best practice, this role also has responsibility for training out / championing of relevant systems usage / adoption as well as process / procedural standards - sharing tips & tricks.

Drive service excellence within country operations teams who provide admin services to Underwriters around renewals (Underwriting Centers), pre/post-bind support (Underwriting Assistants & Policy Admin) and the inbound handling of quotes (Submission Desks). Also, to coordinate the delivery of support models to Sales Partners (brokers, agents, etc.) such as Concierge Desk.

**Key Responsibilities**:
1. Commercial Segment Support (~20% focus)

Develop and own the operational strategy for P&C + A&C Corporate - covering opportunities to improve / establish service and drive operational effectiveness to help enable business outcomes and address customer needs.

Share operational best practice across the region in terms of operating models, process automation/robotics, process re-engineering, digitization, and offshoring.

Provide convenient and value add insights around service and quality metrics and follow up to resolve issues. Produce regular reporting to stakeholders of achievements versus targets. Diagnose underperformance and implement remediation plans.

Provide ad-hoc business analysis and project management to support commercial change efforts / plans.

Lead the roll-out of relevant COG/regional priorities within the Commercial operation.

2. Drive Application Best Practice (~30% focus)

Tools within scope include Work View and Portal plus other internal regional systems used to predominately (or exclusively) serve commercial customers.

Understand business activities (non-tech), engage with a diverse range of people and very proactively share user cases / best practice to improve knowledge & consistency of usage.

Minimise variation in handling times and provide confidence that new systems are at least as good as legacy tools in terms of operational effectiveness.

Challenge ways of working and queue structures to help embed operational effectiveness.

Work to identify training resources and a rolling timeline of training (new joiner + refresher) but develop scalable / repeatable education methods.

Support/lead the development and maintenance of standard operating procedures, guides and training collateral.

Act as the conduit for change and enhancements
- in terms of helping with requirements definition, change readiness, testing and implementation hand holding.

Help review change requests (as needed) to ensure clear cost benefit understanding is provided and join/lead governance forums as needed.

3. Service Excellence (~50% focus)

Drive service excellence within country operations teams who provide admin support to Underwriters around renewals (Underwriting Centers), pre/post-bind support (Underwriting Assistants & Policy Admin) and the inbound handling of quotes (Submission Desks). Also, to coordinate the delivery of support models to Sales Partners (brokers, agents, etc.) such as Concierge Desk.

Policy Administration - Lead the teams handling policy fulfilment processing (booking to financial systems, policy document production and delivery, policy admin systems, etc.).

Submissions Desk - Support the receipt, registration, and recording of new business submissions in preparation for underwriting - in a market facing manner for flow business.

Concierge Desk - build and operate a service/support team to handle and resolve enquiries and issues raised by sales partners using our market-facing systems (e.g. broker portal, ePlacement tools, etc.)

Plus, other duties, projects or functions assigned by the Regional Head of Operations, APAC.

As a leader of people, ensure individual team members are coached / developed and that they are equipped with the right skills and resources. Establish an environment that promotes Chubb Values, and builds high levels of motivation, morale and integrity.

**Qualifications**:
**Essential**:
Experience in leading commercial operations teams and process improvement within Financial Services (ideally insurance) and can demonstrate the delivery of tangible business benefits / savings. Lean/Six Sigma Certification a plus.

Strong Emotional Intelligence (EQ) and ability to network across stakeholders to get things done.

Experience of working with and engaging others to help bring g