Data Manager, CCC

Chubb•Phoenix, AZ

About The Position

Chubb’s Personal Risk Services Operations division provides industry leading service to clients, agents and internal business partners. The Chubb Customer Center (CCC) is an Operations team that directly manages the personal insurance needs of successful individuals and families on behalf of enrolled agency partners countrywide. We are currently seeking an experienced and self-motivated team specialist to work in a fast-paced agency environment. Account executives are licensed agents supporting PRS’ growth and retention by counseling successful individuals and families on their insurance coverage. Role Overview: The Data Manager is responsible for overseeing and optimizing data-driven processes across PRS, CCC. This role involves managing team metrics, developing dashboards, streamlining reporting, analyzing product and client advisory metrics, and supporting individual and team performance reviews. The Data Manager will collaborate with various stakeholders to ensure efficient data management and actionable insights for business improvement. Chubb is a world leader in insurance. With operations in 54 countries, 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. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally. At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.

Responsibilities

Oversee team metrics and utilize dashboards for detailed, granular analysis to identify opportunities for improvement.
Assign and coordinate with dedicated constituents to define required metrics and dashboards, and schedule regular reviews.
Conduct product needs analysis to review costs, streamline efficiencies, improve service, and minimize handoffs.
Define ROI scenarios for short- and long-term planning.
Act as a vendor management liaison (EPIC, CXOne, etc.), facilitating communication between vendors and users, conducting quarterly reviews, and identifying unused products or features for efficiency.
Analyze client advisory metrics, focusing on phone performance (AHT improvement) and workforce management (capacity, planning, forecasting).
Streamline reporting processes to eliminate duplication and conflicts, providing clear and actionable reports for leaders and stakeholders.
Develop employee-level dashboards, including personal scorecards, trend views (30/60/90 days), comparative views, and quality flags. Pilot dashboard designs with select users.
Create and manage monthly Individual Performance Reviews (IPRs) for CCC staff and agents, including template development and review scheduling.
Focus on premier metrics by defining advanced KPIs and developing separate business reports for the premier segment.
Define and document required metrics, dashboards, and reporting formats.
Schedule regular review meetings for metrics, vendor management, and performance reviews.
Audit current reports to identify overlaps and propose streamlined formats.
Design and pilot dashboard mockups for employee-level performance tracking.
Develop templates for monthly IPRs and set up a review schedule.
Define KPIs and reporting requirements for the premier business segment.