Client Scheduling Unit Manager

4 weeks ago

Readington Township, United States CHUBB Full time

Welcome to Chubb, a leading insurance company with a strong commitment to excellence and customer satisfaction. We are currently seeking a dedicated Manager to oversee our Client Scheduling team, ensuring seamless scheduling and coordination of client visits for high-net-worth property inspections through targeted inbound/outbound calls and emails to clients, agents/brokers, and internal business partners. In this role, you will be responsible for the performance and effectiveness of the team, processes, and service outcomes. The ideal candidate will drive efficiency, deliver superior quality results, and maintain employee engagement. Join us in our mission to provide unparalleled service to our valued clients and contribute to safeguarding their assets.

The ideal candidate will possess strong communication and problem-solving skills, as well as a thorough understanding of the insurance industry. If you are a motivated and proactive leader with a passion for delivering top-notch service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

Leadership: 

Leading and inspiring a team of coordinators to provide high level of performance while maintaining employee engagement and positive customer satisfaction scores for all client interactions. Ensuring productivity and quality standards are met or exceeded. Analyzing scheduling data to identify trends, track performance, and make data-driven decisions to optimize operations. Effectively communicates and collaborates with business partners and clients to promote ease of doing business and ensures a personalized and tailored experience.

Performance Management: 

Delivering ongoing feedback and coaching to team members to drive continuous improvement and professional development in a way that drives employee accountability and development and fosters growth. Ensuring adequate resource levels to achieve service objectives, while perpetuating an inclusive merit-based environment where staff have the tools and support to perform at peak levels. Develop and implement creative initiatives to build engagement and a positive team morale. Executing all components of the performance Management and Compensation administration process.

Scheduling Optimization & Quality

Develop and implement strategies to optimize scheduling processes, maximizing efficiency and minimizing client wait times. Collaborate with internal partners to manage and maintain oversight for all outstanding inspections, reduce cancellations, and effectively utilize systems and tools available.  Maintain rigorous quality standards in scheduling and coordination processes to uphold the company's reputation for excellence. Identify opportunities for process enhancements and implement solutions to streamline and enhance productivity.

Qualifications

Excellent communication abilities, both verbal and written Proven analytical and problem-solving skills with ability to partner with internal business partners to solve issues Self-motivated with strong organizational skills and interpersonal skills, demonstrates the ability to multi-task and complete multiple priorities on time Demonstrated knowledge of Microsoft Office products with ability to manipulate data in Excel, Word, and PowerPoint quickly and accurately. Ability to navigate multiple systems and applications to research, analyze and resolve requests and inquiries. 
 

Education and Experience

Bachelor’s degree or equivalent experience. Experience with call center environment and scheduling software or CRM systems preferred Prior experience in team management or leadership preferred. Familiarity with the insurance industry or property inspections is a plus

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