VP, Chubb Benefits Workplace Solutions

Chubb•Columbia, SC

16h

About The Position

The VP, Chubb Benefits Workplace Solutions – Client Delivery Team reports to the SVP, Chief Operations Officer and serves as a senior field- and customer-facing leader responsible for shaping and executing the client delivery strategy for the business. The role is accountable for the full client lifecycle experience, from prospective client engagement and new business onboarding through ongoing client servicing, including billing, premium application and processing, portability, and re-servicing for employers and policyholders. The VP leads with a strong market and customer orientation and partners internally to align service models, priorities, and capabilities with business goals and client expectations. The VP defines a scalable client delivery model, champions a best-in-class customer experience, and leads onboarding and servicing functions with a focus on quality, timeliness, client satisfaction, regulatory compliance, and measurable performance. The role engages directly with clients, brokers, field partners, and internal stakeholders; oversees TPAs and business partners; and collaborates across field sales, Underwriting, Enrollment Solutions, Technology, and account management. The VP also leads service innovation and continuous improvement, including evaluation of tools, technologies, and digital solutions. The position leads, coaches, and develops a high-performing team and builds organizational capability through talent development, succession planning, and thoughtful team design.

Requirements

Proven executive leadership experience in client delivery, service, or related functions within employee benefits, insurance, or a similarly complex service environment.
Demonstrated success engaging directly with prospective and existing clients, brokers, and field partners in a customer-facing capacity, including finalist presentations and strategic account management.
Strong cross-functional collaboration and influence skills, including experience partnering across Underwriting, Enrollment Solutions, Technology, and field distribution.
Exceptional client service mindset and demonstrated record of elevating customer experience.
Strong strategic thinking and ability to translate vision into execution and measurable business results.
Strong analytical, problem-solving, and decision-making capabilities focused on continuous improvement.
Excellent executive presence, written and verbal communication skills, and relationship management ability.
Ability to align people, resources, and priorities effectively in a dynamic, matrixed environment.
Bachelor’s degree required.
10+ years of progressive leadership experience in insurance, employee benefits, or Chubb Benefits Workplace Solutions-related environments.
5+ years in a leadership role with direct accountability for client onboarding and servicing or benefit administration.
Experience working across field, client delivery, and corporate functions in a matrixed environment.
Track record of leading service transformation, customer experience improvement, or operational excellence initiatives.

Nice To Haves

Advanced degree preferred.

Responsibilities

Define and lead the Client Delivery Team’s strategic vision in alignment with business objectives and growth priorities.
Translate enterprise and divisional strategy into service priorities, delivery plans, and measurable outcomes.
Establish a scalable client delivery model supporting service excellence, accountability, and sustainable growth.
Use market, customer, and field insights to guide priorities and improve effectiveness.
Drive cross-functional alignment around service strategy, execution, and customer-centric decision making.
Champion a best-in-class customer experience across the full client lifecycle, emphasizing responsiveness, consistency, and issue resolution.
Simplify service interactions and remove friction for clients, brokers, and field partners.
Develop and monitor service and experience metrics, identify trends, and drive accountability.
Partner with stakeholders to address root causes of service challenges and implement measurable improvements.
Represent the business with prospective and existing clients, brokers, and field partners; participate in finalist presentations, RFP responses, and strategic broker meetings.
Build external stakeholder relationships to understand needs, reinforce confidence, and support retention and growth.
Engage directly in complex or escalated client situations and provide market feedback to inform service enhancements and investment decisions.
Lead the end-to-end approach to client onboarding and servicing for employers and policyholders.
Oversee fulfillment, billing, premium application and processing, portability, and re-servicing functions, focusing on quality, timeliness, and client satisfaction.
Establish service standards, governance, and controls; ensure KPIs and SLAs are defined, measured, monitored, and met.
Oversee TPAs and business partners, ensuring integration into the service model and achievement of performance expectations.
Ensure client onboarding and servicing comply with applicable regulatory requirements and industry standards.
Partner with field sales leadership, regional leaders, and distribution partners to align delivery priorities with sales, account management, and growth objectives.
Build partnerships with Underwriting, Enrollment Solutions, and Technology teams to align and improve service capabilities.
Act as a liaison between the Client Delivery Team, account management, and internal service partners to support seamless delivery.
Collaborate on digital solutions and self-service capabilities for employers, brokers, and policyholders.
Represent client delivery priorities in cross-functional governance, steering committees, and business planning forums.
Evaluate and implement tools, technologies, and digital solutions to improve service efficiency, scalability, and client satisfaction.
Standardize and streamline processes to increase consistency, reduce cost, and add measurable value.
Encourage innovation while maintaining governance, service quality, and risk awareness.
Lead, coach, and develop a high-performing team with a culture of accountability, collaboration, and client focus.
Build organizational capability through talent development, succession planning, and team design aligned to business needs.
Set expectations and performance standards aligned with strategic priorities and service outcomes.
Promote an inclusive environment supporting engagement, continuous learning, and professional growth.
Model Chubb Benefits leadership values and foster partnerships across the broader organization.