Multinational Operations Lead

Chubb; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Chubb in London is seeking a seasoned Multinational Operations Lead to provide senior leadership across the multinational client service function, ensuring consistent, high-quality service delivery for complex accounts, including captive and reinsurance programmes.

You will oversee operational performance, coach technical specialists, and act as a liaison for senior stakeholders, driving process improvements and strategy across the wider team.

Qualifications

• Extensive knowledge of multinational insurance servicing and complex programme structures.
• Proven experience leading teams of technical experts and/or team managers.
• Proven track record of driving change and improving service delivery.

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 relationships with clients, brokers, underwriters, and internal stakeholders to support retention and growth.

Skills

Multinational insurance

Stakeholder management

Leadership of specialists

Change management

Process improvement

Strategic thinking

Education

Chartered Insurance Institute qualification desirable

Job description

Job Description

Job Title: Multinational Operations Lead

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.
• Chartered Insurance Institute qualification or equivalent insurance qualification desirable.
• Foreign language skills advantageous but not essential.