VP, Chubb Benefits Workplace Solutions
Chubb · Columbia
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.