Experteer Overview
As Digital Team Leader in Chubb’s Continental Europe Operations Hub, you will guide an AI-augmented underwriting team in Madrid, shaping how automation and human judgment work together. You’ll oversee both online and submissions workflows, ensuring high-quality, compliant outcomes for Chubb’s European portfolio. This role blends people leadership with governance of AI-driven processes, emphasizing auditable decisions and continuous learning. You’ll be at the forefront of digital transformation, turning automation into strategic value for the portfolio and clients.
Compensaciones / Incentivos
• Lead and coach a team of Underwriting Operations Technicians (Online and Submissions) to balance automation throughput with human exception quality
• Manage work allocation across automated and human queues to optimize straight-through processing and exception handling
• Conduct regular performance reviews focused on human-in-the-loop judgment and auditable decisions
• Preserve and deepen institutional knowledge as routine work shifts to automation
• Develop team AI literacy and enable confident, critical use of AI systems
• Navigate escalation paths to route complex cases to underwriters or specialists with full context
• Support cross-functional projects and participate in AI workflow testing before production
• Monitor AI decision patterns for model drift or gaps; adjust thresholds with stakeholders
• Review and sign off on daily SOX and AI governance reports for traceability
• Incorporate frontline feedback into AI model improvement cycles and ensure operational requirements are reflected in testing
• Ensure control processes (premium reconciliation, peer reviews, Contract Certainty) are executed and reported
• Monitor SLA performance across all streams and take corrective actions when needed
• Conduct audits and quality checks across AI-assisted and manual outputs for accuracy and compliance
• Support UAT and document operational requirements in testing processes
• Identify efficiency gains by removing non-value steps and safely extending automation
• Align team goals with broader digital transformation objectives and report on performance and automation metrics
• Build relationships with underwriters, brokers, and internal/external stakeholders to articulate capabilities and constraints
• Act as a change champion to translate automation capabilities into practical team practices
• Translate evolving automation capabilities into clear processes and behaviors
• Represent operational requirements in testing and validation of AI workflow changes
• Foster a culture of quality for both AI outputs and human decisions
Responsabilidades
• Business-level English; Italian at least B2/C2 level required
• Experience in insurance or financial services operations, with underwriting support or submission processing
• Previous team leadership or supervisory experience with SLA-driven performance
• Ability to interrogate AI outputs and justify human-led decisions without a technical background
• Strong communication and interpersonal skills to bridge operations and technology
• Proficiency with MS Office (especially Excel) and familiarity with insurance platforms (Ignite/ICT or similar) and workflow tools
• Comfort leading a hybrid human-AI team and analyzing processes and models to find root causes
• Commitment to quality and compliance in an automated operation
Requisitos principales
• 32 days of vacation
• 2 days working from home
• private medical insurance
• life and accident insurance
• pension plan
• stock purchase plan
📌 Online Team Leader (Madrid)
🏢 Chubb
📍 Madrid