Claims Operations Team Leader

About Chubb Chubb is the world's largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE : CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 33,000 people worldwide. Additional information can be found at :

The role Chubb is seeking a dynamic and results-oriented Claims Operations Team Manager to join our growing international team at the EMEA Claims Centre in Madrid. In this key leadership role, you will oversee a team of claims processors, ensuring the delivery of exceptional service and high-quality outcomes for our customers across the EMEA region. Your team will consist of individuals with various language capabilities, supporting activities for multiple countries and ensuring comprehensive service delivery.

You will lead and motivate your diverse team, fostering a collaborative environment that promotes efficiency, compliance, and continuous improvement. Your responsibilities will include managing the claims handling process for a diverse portfolio of claims, ensuring adherence to operational, regulatory, and service standards. You will leverage your expertise to conduct regular process reviews and drive enhancements in claims management strategies.

If you possess supervisory experience within a professional claims environment and are looking to enhance your career with strong exposure, we invite you to apply for this exciting opportunity at the EMEA Claims Centre in Madrid, where you will play a vital role in supporting our international operations.

Key Responsibilities Leadership & Motivation : Create an inspiring team environment with an open communication culture. Set clear team goals, oversee day-to-day operations, delegate tasks, and set deadlines.

Set and Monitor Performance Targets : Identify stretch targets for key outcomes and report on performance metrics, focusing on the volume of transactions, accuracy, and processing times against SLAs.

Quality Assurance Reviews : Perform QA supervisory reviews to ensure adherence to operational standards.

Stakeholder Management : Manage relationships and communication with regional stakeholders to ensure alignment and effective resolution of issues related to claims operations.

Hub Development : Contribute to defining and documenting changes and evolution in relevant operational playbooks as they grow over time, including tasks and geographic scope.

Data Quality & Integrity : Maintain claims data accuracy and ensure the integrity of file uploads and documentation in all claims systems.

Best Practice Implementation : Document and further develop knowledge of all relevant claims process changes and best practices in cooperation with regional leaders and quality assurance.

Governance : Ensure compliance with EMEA claims processes and protocols as mandated by the regional leadership.

Recruitment and Onboarding : Participate in the recruitment and onboarding processes for new team members to ensure a strong and capable workforce aligned with operational goals

Training : Identify training needs of team members, actively listen to their feedback, and resolve any conflicts or issues that arise.

Team Development : Foster a high level of technical competency for claims administration through a commitment to personal development and team growth.

Hub Reporting : Manage, develop, prepare, and understand key performance indicators (KPIs) for the hub, taking appropriate actions based on trends to drive hub performance.

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