VP, Chubb Benefits Workplace Solutions

Chubb•Columbia, SC

About The Position

The VP, Chubb Benefits Workplace Solutions – Client Delivery Team reports to the SVP, Chief Operations Officer and is a senior field- and customer-facing leader responsible for shaping and executing the business’s client delivery strategy. The role is accountable for the full client lifecycle, 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 role oversees client onboarding and servicing functions, establishes service standards and performance measures, manages third-party administrators and business partners, and ensures compliance with applicable regulatory requirements and industry standards. The position also works closely with clients, brokers, field partners, sales leadership, account management, Underwriting, Enrollment Solutions, and Technology. It leads service innovation and continuous improvement while developing a high-performing team and promoting accountability, collaboration, inclusion, and client focus.

Requirements

Proven executive leadership experience in client delivery, service, or a related function 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 a demonstrated track 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, with a focus 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 that supports service excellence, accountability, and sustainable growth.
Use market, customer, and field insights to inform priorities and improve effectiveness.
Drive cross-functional alignment around service strategy, execution, and customer-centric decision-making.
Champion a high-quality customer experience throughout the client lifecycle, emphasizing responsiveness, consistency, and issue resolution.
Identify opportunities to simplify service interactions and remove friction for clients, brokers, and field partners.
Develop and monitor service and customer-experience metrics, identify trends, and drive accountability and measurable improvements.
Serve as a visible senior leader with prospective and existing clients, brokers, and field partners.
Build external stakeholder relationships to understand needs, reinforce confidence, and support retention and growth.
Participate in finalist presentations, RFP responses, and strategic broker meetings to communicate service capabilities and differentiators.
Engage directly in complex or escalated client situations and provide market feedback to shape 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, and re-servicing, focusing on quality, timeliness, and client satisfaction.
Establish service standards, governance, and controls for onboarding and servicing.
Define, measure, and monitor Critical Performance Indicators (KPIs) and Service Level Expectations (SLAs), ensuring they are consistently met.
Oversee third-party administrators (TPAs) and business partners, ensuring integration into the service model and performance against expectations.
Ensure onboarding and servicing activities 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.
Partner with Underwriting, Enrollment Solutions, and Technology to align, integrate, and continuously improve service capabilities.
Liaise among the Client Delivery Team, account management, and internal service partners to support seamless cross-functional 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.
Lead evaluation and implementation of tools, technologies, and digital solutions that improve efficiency, scalability, and client satisfaction.
Standardize and streamline processes to increase consistency, reduce cost, and deliver 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 with business needs.
Set performance expectations and standards aligned with strategic priorities and service outcomes.
Promote an inclusive environment that supports engagement, continuous learning, and professional growth.
Model Chubb Benefits leadership values and foster partnership across the broader organization.