Director, BPO Office

Join to apply for the Director, BPO Office role at Combined, a Chubb Company1 day ago Be among the first 25 applicantsJoin to apply for the Director, BPO Office role at Combined, a Chubb CompanyDirect message the job poster from Combined, a Chubb CompanyTalent Acquisition Manager - Human Resources at Combined Insurance, A Chubb CompanyCombined Insurance, A Chubb company, is seeking a Director BPO Office to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of nearly 100 years. Come join our team of hard-working, talented professionals!JOB SUMMARYThe Director, BPO Office is responsible for overseeing new and established business process outsourcing (BPO) transitions, managing the operational and service relationships with business partners, and ensuring excellence and quality in offshore vendor work meets expectations. The position will develop and lead a team of BPO Supervisors, who are responsible for being the primary liaisons between designated processes and their respective business owners, and serving as the subject-matter experts. This person will guide the development and effectiveness of the team by advocating a climate of collaboration, ownership, and accountability for all aspects BPO. This role will interact closely with business teams such as operations, call center, and enrollment.RESPONSIBILITIESEffectively collaborate with executive management and senior leadership teams to develop a strategic framework, standard operating procedures, and key timelines for BPO transitions that is efficient, repeatable, and scalableBuild and maintain strong partnerships with internal business clients and their teams in pursuit of ongoing BPO success.Using data and workloads, develop capacity models, for both onshore support team and offshore BPO partner(s), that provide realistic personnel need forecasts while identifying enhancements to processes, systems, and procedures.Partner with business owners on new process transitions or existing process improvement opportunities, and develop documentation, appropriate sign offs, and broad communication regarding changes are in place before implementation.Conduct regular review of results with stakeholders.Provide business owners with regular dashboards of performance, including current statuses, areas of improvements, and project updates.Collaborate with business owners to address issues with proactive solutions and regular, comprehensive communication to necessary stakeholders.Ensure all financial and accounting processes have strong oversight and are carried out with appropriate levels of priority, urgency, and accuracy to prevent internal or external delays.Drive all BPO processes and teams to exceed expectations for turnaround time, quality, and issue resolution.Build a knowledgeable, empowered, and self-driven team to inspire confidence inside and outside the department.Sets team goals and objectives, monitors performance, and develops and maintains a team focused on excellence.Provide input and make decisions on policies, systems, methods, and procedures for the effective management and control of the BPO functions.Represent BPO needs within Chubb/Combined and vice versa.Engage team via coaching and mentoring to maintain culture of continuous improvement.Effectively manage resources and direct workflows to optimize service outcomes in order to achieve business objectives.Balance and execute on multiple issues, escalations, projects, and inventory with support for teams and partners.Maintain current knowledge of client needs, products, and insurance industry.Perform other duties as assigned.SKILLS AND COMPETENCIESAbility to think strategically and act proactivelyDemonstrated leadership skillsExcellent interpersonal and communication skills (both verbal and written), confident presence, strong team player, diplomatic and flexible with the ability to listen well, persistent and patient in endeavoring to fully understand customer needs, supporting and encouraging approachExcellent analytical, accounting, and problem-solving skillsAbility to structure and manage work across multiple functions & locationsAbility to influence and build consultative, trust-based relationshipsAbility to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversightAbility to research and solve problems with minimal supervisionAbility to prioritize and manage customer and partner expectations accordinglySolid project management skills with focus on problem solvingAbility to multi-task in an extremely fast paced environmentAbility to achieve or exceed business goals; focused on resultsOutstanding influencing, collaboration, partnering, and teambuilding skillsAble to effectively manage and prioritize multiple prioritiesAbility to travel driven by the needs of the business and in agreement with leadership directivesEDUCATION AND EXPERIENCE5+ years of progressive operations leadership and management experience within the life, health, and accident insurance industry, preferably in managing BPO relationships within the voluntary worksite and group employee benefit marketplaceAt least 3 years with direct experience managing insurance BPOsExpertise in developing and executing on strategic plansBachelor’s degree or equivalent experience requiredProficient in MS Office, including Outlook, Word, Excel, & PowerPointChubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.Seniority levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionConsulting, Customer Service, and Strategy/PlanningIndustriesInsuranceReferrals increase your chances of interviewing at Combined, a Chubb Company by 2xGet notified about new Office Associate jobs in Portland, Maine Metropolitan Area.Portland, ME $50,000.00-$60,000.00 5 months agoPortland, ME $40,000.00-$50,000.00 5 months agoPortland, ME $40,000.00-$50,000.00 1 week agoYork Middle School Administrative AssistantMedical Front Desk Receptionist (Portland)Administrative Assistant to the Assistant Superintendent (JobID 1204)Administrative Assistant to the Director of School Nutrition (JobID 1200)Temporary Office Assistant – Summer Marketing SupportWe’re unlocking community knowledge in a new way. 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Created: 2025-09-17