Reports To:Director, Operations UKI & SA
Location:London
Job Summary
Provide senior leadership across the multinational client service function, ensuring consistent, high-quality service delivery for complex multinational accounts, including captive and reinsurance programmes. The role will oversee operational performance, support the development technical specialists, and act as a key point of contact for senior internal and external stakeholders. The role will also drive process improvement, service consistency, and change across the wider team.
Key Responsibilities
- Provide senior oversight of multinational client service delivery across the team, ensuring service standards, quality, and timeliness are consistently achieved.
- Support and coach technical specialists to build capability, improve performance, and strengthen succession.
- Act as an escalation point for complex servicing issues, ensuring effective resolution and stakeholder confidence.
- Monitor performance trends and use MI and quality data to identify risks, gaps, and improvement opportunities.
- Ensure appropriate governance, controls, and service standards are maintained across the function.
- Build strong relationships with clients, brokers, underwriters, and internal stakeholders to support retention, growth, and service excellence.
- Represent the multinational service function in senior meetings and contribute to business development and client strategy.
- Partner with Global Client Executives, Operations, Reinsurance, Credit Control, and local offices to ensure seamless delivery.
- Support complex account activity and ensure issues are managed proactively and professionally.
- Act as a trusted senior point of contact for multinational servicing matters.
- Lead or contribute to strategic projects that improve service delivery, efficiency, and operating model effectiveness.
- Identify opportunities to streamline processes, improve controls, and enhance the client experience.
- Support adoption of new tools, systems, and ways of working across the function.
- Promote a culture of continuous improvement, accountability, and collaboration.
- Share best practice and help embed consistent standards across the wider team.
- Coach and develop technical specialists, and early career colleagues to build a high-performing team.
- Support capability building through feedback, training, and knowledge sharing.
- Help create an inclusive, engaged, and accountable team culture.
- Contribute to succession planning and talent development within the function.
Qualifications
Skills and Experience
- Extensive knowledge of multinational insurance servicing and complex programme structures.
- Proven experience in a multinational insurance environment, ideally with captive and reinsurance programme exposure.
- Proven experience leading teams of technical experts and/or team managers.
- Strong stakeholder management and relationship-building skills.
- Demonstrated ability to influence across functions and levels.
- Proven track record of driving change and improving service delivery.
- Strong organisational, analytical, and problem-solving skills.
- Ability to manage complex issues with sound judgement and commercial awareness.
- Foreign language skills advantageous but not essential.
Job Info
- Job Identification 30563
- Job Schedule Full time
- Regular or Temporary Regular
- Job Category Processing Services
- Business Unit United Kingdom
- Legal Employer Chubb European Group SE UK Branch
Multinational Operations Lead employer: Chubb European Group Ltd.
Chubb is an exceptional employer that prioritises integrity, client focus, and teamwork, creating a collaborative and supportive work environment. With competitive salaries, comprehensive benefits including hybrid working options, and a strong commitment to employee growth through extensive learning and development offerings, Chubb fosters a culture of respect and inclusivity. Located in the UK, this role offers the opportunity to engage with cutting-edge technology while ensuring compliance with vital regulations, making it a meaningful and rewarding position for those passionate about IT risk and compliance.
