FreeHire

Chubb

Operations Officer

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Role Purpose
The Operations Officer provides day-to-day and advanced operational support for Consumer Line Products, including policy administration, system handling, policy servicing, premium booking, billing, reconciliation, and customer service. The role ensures service delivery in line with SLA, policy, and regulatory requirements, while supporting process improvement and operational efficiency. At senior level, the role also acts as a subject matter expert and key operational partner.

Key Responsibilities

1. Policy Administration and Business Support

  • Support policy administration, premium booking, renewals, endorsements, cancellations, and documentation accuracy.
  • Work closely with Underwriting and Business teams to provide operational and administrative support.
  • Ensure accuracy and completeness of policy data, premium booking, and documentation across systems.
  • Support implementation of standard operating procedures and internal controls.
  • Handle client and broker enquiries, coordinating with relevant teams to ensure timely resolution.
  • Perform quality checks, file reviews, and reconciliation activities.
  • Identify recurring issues, control gaps, and compliance risks, and recommend corrective actions.
  • Analyse workflows and propose improvements to processes, controls, documentation, and tools.
  • Support operational change initiatives such as system enhancements, automation, and migration projects.
  • Prepare operational reports and communicate key issues and process changes to stakeholders.
  • Provide guidance on complex cases and act as a subject matter expert at senior level.
  • Prepare Distribution, Service Contracts, and Endorsements when required.
  • Undertake other duties as assigned by management.

2. Customer Service Support

  • Deliver high-quality daily customer service support to ensure a positive customer experience.
  • Respond to customer queries promptly and accurately via phone, email, or other channels.
  • Identify customer needs and provide appropriate feedback, solutions, or alternatives.
  • Record customer interactions and related actions accurately in operational systems.
  • Handle complex complaints and enquiries, escalating issues where necessary.
  • Follow up on customer requests to ensure timely resolution.
  • Provide timely support to agents, brokers, and business partners within expected turnaround times.
  • Minimum 1 year of experience in the financial services industry, preferably in general insurance, with a background in operations, policy administration, and customer service.
  • For senior level, minimum 5 years of experience in the financial services industry, ideally within general insurance, with the same background.
  • Background in insurance or financial services preferred; general insurance product knowledge is an advantage.
  • Strong teamwork skills and ability to work independently when required.
  • Ability to handle multiple tasks effectively.
  • Good interpersonal, written, and verbal communication skills.
  • Proficient in Microsoft Office and able to learn new systems quickly.
  • Well-organized, detail-oriented, and strong in problem-solving.
  • Comfortable working with numbers and systems, with strong attention to detail.
  • Customer-oriented, proactive, adaptable, and open to change.
  • High integrity, accountability, willingness to learn, and ability to apply job knowledge logically and flexibly.