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VP, Head of Operations Training, QA and Feedback Management
Location:
Whitehouse Station, NJ
Description:
JOB DESCRIPTION We are seeking a dynamic and experienced professional to join our team as the Vice President, Head of Operations Training, Quality Assurance, and Feedback Management. This role is responsible for overseeing and ensuring the quality-of-service delivery, managing customer feedback, developing, and implementing effective adult learning & training programs. This role will also be responsible for driving thought leadership in the areas of training, quality, and feedback management. The successful candidate will play a key role in broadening the focus and scope of our modern and automated feedback management program, with the intent of helping to drive a best-in-class service delivery model. Key Responsibilities: Develop, implement, and maintain innovative quality management systems and procedures that leverage automation and technology to drive excellence in service delivery. Monitor and evaluate key performance indicators (KPIs) to measure and improve the quality and efficiency of operations, leveraging data analytics and insights. Manage execution of audits and evaluations to identify and address areas of improvement, with a focus on leveraging technological advancements. Collaborate with Operations leads to develop action plans, set quality goals, and track progress driving continuous improvement initiatives. Stay up to date with industry best practices and regulations to ensure compliance in quality management processes, while also driving thought leadership and innovation in these areas. Analyze the value of the quality program semi-annually or as needed in partnership with and partner with Operations leaders to recommend any enhancements for the following year. Design and implement an effective and advanced feedback management system that incorporates automation and technology to capture customer feedback and complaints across various channels. Analyze customer feedback data using advanced analytics tools and techniques to identify trends, patterns, and areas for improvement, ensuring proactive and real-time responses. Develop and execute strategies to enhance customer satisfaction and loyalty through the deployment of proactive customer engagement initiatives, leveraging technology and digital solutions. On a monthly basis, report and present feedback management insights and recommendations to Operations Leadership, drawing on thought leadership and best practices in the field. Identify training needs via Quality trends, new processes, new technology and collaborate with Operations Managers and Supervisors to develop comprehensive training programs that align with the organization's goals and objectives. Continuously monitor and evaluate the effectiveness of training initiatives, making necessary adjustments to improve outcomes, incorporating digital and automated training tools. Stay informed about emerging trends and developments in insurance operations to ensure training programs are up-to-date, relevant, forward-thinking and meets the needs of the customer and business partner. Drive cultural change and be an influencer in helping the organization set policies that build, support, and maintain a customer-centric environment Provide coaching and support to team members to enhance their skills and knowledge, serving as a thought leader and mentor. Ensure training processes support business continuity, i.e., cross-training, eliminate single points of knowledge/capabilities, etc. Requisition #: 66136ahf9io63
Company:
Chubb
Posted:
April 18 on InsuranceJobs
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More About this Listing: VP, Head of Operations Training, QA and Feedback Management
VP, Head of Operations Training, QA and Feedback Management is a Executive Operations Manager, QA, VP Job at Chubb located in Whitehouse Station NJ. Find other listings like VP, Head of Operations Training, QA and Feedback Management by searching Oodle for Executive Operations Manager, QA, VP Jobs.
VP, Head of Operations Training, QA and Feedback Management is a Executive Operations Manager, QA, VP Job at Chubb located in Whitehouse Station NJ. Find other listings like VP, Head of Operations Training, QA and Feedback Management by searching Oodle for Executive Operations Manager, QA, VP Jobs.