Chubb’s Personal Risk Services Operations division provides industry leading service to clients, agents and internal business partners. The Chubb Customer Center (CCC) is an Operations team that directly manages the personal insurance needs of successful individuals and families on behalf of enrolled agency partners countrywide. We are currently seeking an experienced and self-motivated team specialist to work in a fast-paced agency environment. Account executives are licensed agents supporting PRS’ growth and retention by counseling successful individuals and families on their insurance coverage.

Role Overview:
The Data Manager is responsible for overseeing and optimizing data-driven processes across PRS, CCC. This role involves managing team metrics, developing dashboards, streamlining reporting, analyzing product and client advisory metrics, and supporting individual and team performance reviews. The Data Manager will collaborate with various stakeholders to ensure efficient data management and actionable insights for business improvement.

Core Responsibilities:

• Oversee team metrics and utilize dashboards for detailed, granular analysis to identify opportunities for improvement.
• Assign and coordinate with dedicated constituents to define required metrics and dashboards, and schedule regular reviews.
• Conduct product needs analysis to review costs, streamline efficiencies, improve service, and minimize handoffs.
• Define ROI scenarios for short- and long-term planning.
• Act as a vendor management liaison (EPIC, CXOne, etc.), facilitating communication between vendors and users, conducting quarterly reviews, and identifying unused products or features for efficiency.
• Analyze client advisory metrics, focusing on phone performance (AHT improvement) and workforce management (capacity, planning, forecasting).
• Streamline reporting processes to eliminate duplication and conflicts, providing clear and actionable reports for leaders and stakeholders.
• Develop employee-level dashboards, including personal scorecards, trend views (30/60/90 days), comparative views, and quality flags. Pilot dashboard designs with select users.
• Create and manage monthly Individual Performance Reviews (IPRs) for CCC staff and agents, including template development and review scheduling.
• Focus on premier metrics by defining advanced KPIs and developing separate business reports for the premier segment.

Key Activities:

• Define and document required metrics, dashboards, and reporting formats.
• Schedule regular review meetings for metrics, vendor management, and performance reviews.
• Audit current reports to identify overlaps and propose streamlined formats.
• Design and pilot dashboard mockups for employee-level performance tracking.
• Develop templates for monthly IPRs and set up a review schedule.
• Define KPIs and reporting requirements for the premier business segment.

• 5+ years of experience in data management, business analytics, or reporting roles.
• Proven track record in developing and managing dashboards, metrics, and reporting processes for teams or business units.
• Experience with vendor management and liaising between business users and technology vendors (e.g., EPIC, CXOne).
• Demonstrated ability to conduct product needs analysis, ROI scenario planning, and process streamlining.
• Experience in workforce management analytics (capacity planning, forecasting, AHT improvement).
• Prior involvement in designing and piloting employee-level dashboards and performance review templates.
• Experience in defining and tracking advanced KPIs, especially for business segments or premier clients.

Exposure

• Hands-on exposure to dashboard and reporting tools (e.g., Tableau, Power BI, Excel, Google Data Studio).
• Familiarity with call center metrics and workforce management platforms (e.g., CXOne, EPIC).
• Exposure to business intelligence, data visualization, and performance management systems.
• Experience collaborating with cross-functional teams (operations, IT, finance, client advisory, etc.).
• Exposure to auditing and streamlining reporting processes to eliminate duplication and conflicts.
• Experience in piloting new dashboard designs and gathering user feedback for iterative improvements.
• Exposure to monthly performance review processes, including template development and scheduling.

Additional Skills & Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to translate business needs into actionable data solutions.
• Attention to detail and commitment to data accuracy.
• Project management skills for scheduling reviews, audits, and dashboard pilots.

The pay range for the role is $81,000 to $138,000 The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found on our careers website. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.