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Consumer Servicing Delivery Leadnew

Chubb (Chubb) · Other

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Role Purpose 

The Consumer Servicing Delivery Lead is a strategic operation and change delivery role accountable for leading large-scale transformations across APAC Consumer Operations. This role owns the end-to-end execution of change initiatives, driving the migration from traditional operational touchpoints into high-performing digital and voice self-service ecosystems.  

 

The incumbent specializes in change delivery, structured change management, and rigorous benefit realization-ensuring that initiatives spanning interactive voice response (IVR) optimization, multi-channel deflection, and servicing-to-sales pathways deliver measurable financial and operational value. 

 

The incumbent needs to be data led ensuring that all requirements contain the respective markets, designs, testing covers that the data outcomes are correct. Partner with the Metrics team to ensure that visualisation is designed and released along with new capabilities being released. 

 

Beyond program execution, this role drives cross-functional alignment, bridges regional and local requirements with execution teams, and embeds a culture of continuous, reusable improvement. Success requires strong change leadership, stakeholder facilitation, and disciplined governance to translate strategic roadmaps into operational efficiency and a reduced cost-to-serve. 

 

Key Performance Indicators 

  1. Change Delivery and Execution Excellence: Measure the timely delivery of consumer operations initiatives against agreed milestones, scope, and quality standards, with structured recovery plans and root cause actions in place where delays or issues occur. 

  1. Business Benefit Realization: Measure the delivery of quantified financial and operational benefits from approved initiatives, including cost-to-serve reduction, deflection uplifts, and conversion improvements, tracked strictly against approved business cases. Benefits must be signed off by local countries. 

  1. Voice Deflection and Customer Self-Service Adoption: Measure the sustained increase in digital and IVR deflection, and self-service completion across priority customer journeys, with performance tracked against baseline volumes. 

  1. Servicing-to-Sales Implementation: Measure the timely and successful completion of service-to-sales deliverables, ensuring quality implementation and full output realization within required timeframes. 

  1. Continuous Improvement Delivery: Measure the timely identification and delivery of continuous improvement initiatives, with success measured by reduction in manual handling volumes, cost-to-serve improvement, NPS, and operational efficiency gains. 

  1. Customer Journey Experience: Track journey-specific feedback, drop-off rates, and repeat contact rates across voice and servicing channels, with particular emphasis on removing friction in the IVR and call flow. 

 

Key Responsibilities 

1. Change Delivery, Governance, and Roadmap Management (~25%) 

  • Own the end-to-end delivery roadmap, backlog, and release priorities across APAC, ensuring alignment to business strategy, operational needs, and agreed OKR outcomes. 

  • Manage change delivery governance across concurrent workstreams, including dependencies, RAID management, milestone tracking, and recovery planning where required. 

  • Translate regional & local country consumer priorities into clear requirements, user stories, acceptance criteria, and structured delivery plans for engineers and system integrators ensuring that data is built in as a critical need with reporting & visualisation available post release. 

 

2. Benefit Realization and Value Management (~25%) 

  • Lead initiatives from ideation through to delivery and post-implementation review, ensuring each initiative has a rigorous business case, measurable benefits, and defined success criteria. 

  • Track and report benefit realization transparently, including cost-to-serve reduction, productivity gains, deflection improvement, and other agreed operational outcomes. 

  • Establish measurement frameworks to ensure every major initiative has defined success metrics, live tracking from go-live, and regular benefit reviews ensuring outcomes are visible and managed to completion. 

  • Where delivery is delayed or benefits are at risk, identify root causes, implement recovery actions, and communicate progress transparently to leadership. 

 

 

3. Change Management and Stakeholder Facilitation (~15%) 

  • Facilitate comprehensive change management strategies to drive smooth adoption of new servicing technologies, workflows, and operational behaviours across regional markets. 

  • Build cross-functional alignment, secure stakeholder buy-in, and drive active participation from regional market leads, business analysts, and technical teams through execution. 

  • Navigate complex organizational dynamics, challenge unrealistic timelines or scope where needed using evidence-based discussions, and maintain strong, collaborative working relationships. 

  • Design and execute communication plans, operational readiness assessments, and frontline training frameworks to guarantee seamless go-live transitions. 

  • Partner with voice and other product owners (e.g. AI, Claims, CX, etc) to coordinate related change initiatives, ensuring digital delivery is synchronized without disrupting broader operational priorities. 

 

4. Servicing-to-Sales Delivery Implementation (~15%) 

  • Support the rollout of servicing-to-sales capabilities by coordinating the required process, workflow, and system changes across regional markets. 

  • Ensure all agreed deliverables are completed on time, with clear ownership, stakeholder sign-off, and operational readiness for implementation. 

  • Collaborate with Distribution teams to prioritize data requirements, ensuring reporting and visualization capabilities are available immediately post-release so the impact of servicing on sales and persistency can be tracked. Track delivery progress against plan and ensure all dependencies, approvals, and implementation requirements are closed before go-live. 

 

5. Call Flow Design and IVR Optimisation (~10%) 

  • Design and improve call flows, deflection journeys, and self-service experiences to improve customer experience and operational efficiency. 

  • Use customer feedback, Medallia insights, and journey data to identify pain points and prioritise improvements - this must include direct listening to live call recordings and IVR call flows, not solely relying on business process documentation or flow diagrams, which may not reflect the actual customer experience. 

 

6. Continuous Improvement and Regional Capability Adoption (~5%) 

  • Promote regional standards and best practices for voice capabilities, governance, and performance management. 

  • Partner with country teams to co-facilitate customer focus groups and discovery activities - ensuring that current-state issues are validated by local markets and future-state designs are developed as a joint effort rather than a solo regional task.Share learnings, insights, and improvement opportunities across APAC to support consistency, scalability & reuse, and improved operational performance. 

 

7. Platform Governance, Risk, and Compliance (~5%) 

  • Ensure all change initiatives follow required governance, security, privacy, risk, and compliance processes before deployment. 

  • Maintain audit-ready documentation and ensure changes meet regional regulatory and internal control requirements. 

  • Work closely with relevant control functions and technical teams to ensure deployments are safe, compliant, and sustainable. 

 

Competency 

  1. Change Delivery: Manages initiative timelines with discipline, tracks cross-functional dependencies, applies structured governance, and keeps multiple workstreams on track while anticipating delivery risks early. 

  1. Change Management and Facilitation: Expertly navigates human and operational change, drives stakeholder alignment, addresses resistance constructively, and ensures high adoption rates across markets. 

  1. Results and Benefit Realization Orientation: Focuses intensely on measurable outcomes, financial accountability, and the post-implementation tracking of business cases and ROI. 

  1. Problem Solving: Breaks down complex issues, identifies root causes, and develops practical solutions using sound operational judgment and data insights. 

  1. Continuous Improvement: Proactively identifies opportunities for improvement and takes ownership to deliver meaningful, long-term outcomes. 

  1. Stakeholder Influence and Conflict Navigation: Builds alignment across diverse stakeholder groups, manages differing views constructively, and influences outcomes through evidence-based discussion. 

 

Experience 

  1. 10+ years of experience in operations, change delivery, or digital transformation within financial services or insurance. 

  1. Proven experience as a Delivery Lead, which led end-to-end change management and driving structured benefit realization across complex organizational structures. 

  1. Strong change management experience, including managing delivery timelines, tracking dependencies, maintaining governance across concurrent initiatives, and driving user adoption. 

  1. Background in enterprise cloud voice platforms and IVR optimization, with NICE CXOne experience is preferred. 

  1. Demonstrated ability to lead initiatives from ideation through to business case development, cost-benefit analysis, and delivery of measurable ROI. 

  1. Experience working within complex governance, risk, and compliance frameworks, with the ability to navigate approvals and control requirements effectively. 

  1. Strong analytical capability and stakeholder management skills, with the ability to use data and insights to support informed decision-making and challenge assumptions constructively. 

 

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