Commercial Operation Tower Lead

Role Purpose

• Leads efficient, accurate, and broker-focused commercial operations within CBSM. Ensures performance, compliance, and service excellence across teams supporting onshore brokers, intermediaries, and distribution partners. Acts as the main governance and escalation point for Regional and in-country Operations, Underwriting, and CBSM leadership to ensure seamless policy administration and operational delivery.

• Collaborates with CBSP (Commercial Center of Excellence), Claims and AI teams to standardize processes, enhance automation, and drive efficiency through CBSM’s Radical Transformation program.

  Key Responsibilities

  Service Delivery & Performance

• Oversee daily commercial operations ensuring SLA, quality, and compliance standards are met.
• Use data and insights to monitor performance and identify risks or inefficiencies.
• Direct capacity planning and resource allocation for balanced productivity.

• Maintain strong operational governance through huddles, reviews, and structured escalation.

  Stakeholder Management & Reporting

• Partner with in-country Operations, Underwriting, and distribution teams to resolve issues and deliver agreed actions.
• Provide concise reporting on SLA, quality, and productivity with clear follow-up plans.

• Build trusted relationships with brokers, underwriters, and internal partners to ensure smooth servicing and confidence in CBSM delivery.

  Broker & Distribution Servicing Quality

• Strengthen service consistency and turnaround times to improve broker and partner satisfaction.
• Ensure proactive communication with distribution partners to reduce escalations.

• Reinforce a service-first mindset focused on accuracy, ownership, and responsiveness.

  People Leadership

• Lead, coach, and develop Team Leaders and Operations Specialists to build capability, engagement, and accountability.
• Monitor the quality of coaching and feedback delivered by Team Leads.
• Foster engagement and recognition to maintain morale and performance.

• Ensure adherence to conduct, attendance, and workforce standards.

  Governance & Compliance

• Maintain internal control, data accuracy, and compliance with Chubb policies and regulations.
• Escalate and investigate potential fraud, privacy, or control breaches.

• Partner with Quality, Risk, and Audit to ensure audit readiness and continuous improvement.

  Collaboration & Radical Transformation

• Collaborate with Operations, Claims, Finance, Underwriting, IT, CBSP, AI, and Regional Operations teams to improve efficiency and alignment.
• Drive standardization, automation, and best practice sharing across commercial operations.
• Support onboarding of new markets or functions into CBSM to ensure smooth transitions and process stability.

• Contribute to Radical Transformation by identifying workflow simplification and automation opportunities.

  Insight & Digital Enablement

• Provide insights to Regional Operations on digital and automation opportunities.
• Partner with technology, analytics, and AI teams to enhance workflow, accuracy, and efficiency.

• Track and communicate the impact of digital initiatives on performance and cost efficiency.

  Performance Indicators

• SLA and turnaround achievement
• Operational accuracy and quality
• Broker and partner satisfaction
• Productivity per FTE
• Employee engagement and retention
• Compliance and audit outcomes
• Process and digital improvements delivered

Experience & Skills

• Minimum 10 years’ experience in insurance operations, with 5 years leading a commercial or policy administration team.
• Proven leadership in shared-services or regional operations is preferred.
• Strong analytical, planning, and decision-making capability.
• Skilled in stakeholder management and cross-functional collaboration.
• Sound understanding of governance, controls, and audit practices.
• Clear communicator focused on delivery and efficiency.
• LEAN, Six Sigma, or process improvement certification advantageous.
• Possession of relevant Commercial GI certifications is desirable. Where not yet attained, candidates will receive training and support, with certification required within the designated timeframe.