VP, Chubb Benefits Workplace Solutions

Position Overview

The VP, Chubb Benefits Workplace Solutions – Client Delivery Team reports to the SVP, Chief Operations Officer and serves as a senior field- and customer-facing leader responsible for shaping and executing the client delivery strategy for the business. This leader is accountable for the full client lifecycle experience — 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 will lead with a strong market and customer orientation while partnering internally to align service models, priorities, and capabilities with business goals and client expectations.

RESPONSIBILITIES

Strategic Leadership & Vision

• Define and lead the strategic vision for the Client Delivery Team, aligned with Chubb Benefits Workplace Solutions business objectives and growth priorities.

• Translate enterprise and divisional strategy into clear 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, improve effectiveness, and position the organization for future opportunities.

• Drive cross-functional alignment around service strategy, execution discipline, and customer-centric decision making.

Elevating the Customer Experience

• Champion a best-in-class customer experience across the full client lifecycle, with a focus on 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 experience metrics to evaluate performance, identify trends, and drive accountability.

• Partner across teams and key stakeholders to address root causes of service challenges and implement measurable improvements.

• Promote a culture that balances client advocacy, operational rigor, and high-quality execution.

Field & Customer-Facing Engagement

• Serve as a visible, credible senior leader with prospective and existing clients, brokers, and field partners bring key business insights and confidence in client experience.

• Build strong relationships with key external stakeholders to understand needs, reinforce confidence, and support retention and growth.

• Participate actively in finalist presentations, RFP responses, and strategic broker meetings to communicate Chubb Benefits Workplace Solutions service capabilities and differentiators.

• Engage directly in complex or escalated client situations to facilitate solutions and strengthen outcomes.

• Provide feedback from the market to help shape service enhancements, operational priorities, and strategic investment decisions.

Client Onboarding and Servicing Excellence

• Lead the end-to-end approach to client onboarding and servicing, ensuring a smooth, well-coordinated, and consistently professional experience for employers and policyholders.

• Oversee fulfillment, billing, premium application and processing, and re-servicing functions with a clear focus on quality, timeliness, and client satisfaction.

• Establish and maintain service standards, governance, and controls that support high-quality onboarding and servicing outcomes.

• Ensure Critical Performance Indicators (KPIs) and Service Level Expectations (SLAs) are defined, measured, monitored, and consistently met.

• Oversee the management of TPAs and business partners to ensure they are appropriately integrated into the service model and meeting performance expectations.

• Ensure all client onboarding and servicing activities are conducted in accordance with applicable regulatory requirements and industry standards.

Key Stakeholder Engagement – Field & Internal

• Partner closely with field sales leadership, regional leaders, and distribution partners to align client delivery priorities with sales, account management, and growth objectives.

• Build and maintain strong partnerships with Underwriting, Enrollment Solutions, and Technology teams to ensure service capabilities are aligned, integrated, and continuously improving.

• Act as a key liaison between the Client Delivery Team, account management and internal service partners, ensuring seamless cross-functional delivery.

• Collaborate with internal teams to develop and enhance digital solutions and self-service capabilities for employers, brokers, and policyholders.

• Participate in cross-functional governance, steering committees, and business planning forums to represent client delivery priorities.

Innovation & Continuous Improvement

• Lead evaluation and implementation of tools, technologies, and digital solutions that improve service efficiency, scalability, and client satisfaction.

• Standardize and streamline processes to increase consistency, reduce cost, and add measurable value for internal and external clients.

• Encourage innovation while maintaining strong governance, service quality, and risk awareness.

People & Organization

• Lead, coach, and develop a high-performing team with a strong culture of accountability, collaboration, and client focus.

• Build organizational capability through talent development, succession planning, and thoughtful team design aligned to business needs.

• Set clear expectations and performance 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 strong partnership across the broader organization.

SKILLS & EXPERIENCE

• Proven executive leadership experience in client delivery, service, or related functions 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, with experience partnering across Underwriting, Enrollment Solutions, Technology, and field distribution.

• Exceptional client service mindset with a demonstrated track record of elevating customer experience.

• Strong strategic thinking skills with the 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.

EDUCATION & EXPERIENCE

• Bachelor's degree required; advanced degree preferred.

• 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.