Job Description

About Chubb

Chubb is the world's largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, 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. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 33,000 people worldwide. Additional information can be found at: www.chubb.com

Interested applicants need to submit both a CV and a cover letter for this role.

About the Role

The way insurance operations are led is changing — and this role puts you at the frontier of that transformation.

As Digital Team Leader within Chubb’s Operations Hub for Continental Europe, based in Madrid, you will lead a team of Underwriting Operations Technicians across our Online and Submissions functions — professionals who work every day at the intersection of AI automation and expert human judgment. Your team does not simply process transactions; they govern the AI-assisted workflows that handle Chubb’s European portfolio, stepping in with expertise where automation reaches its limits.

This role demands more than traditional people management. You will oversee autonomous decision-making, monitor agent performance, and ensuring that the combined output of human and machine meets the highest standards of quality, compliance, and client service. You will be a multiplier: developing your team’s ability to exercise sound judgment precisely because routine work is handled by automation.

Key Responsibilities:

Team Leadership & AI-Augmented Workforce Development

• Lead, coach, and develop a team of Underwriting Operations Technicians (Online and Submissions), fostering a culture where human expertise and AI capability reinforce each other.
• Manage work allocation across automated and human-handled queues, ensuring the right balance between straight-through processing (STP) throughput and human exception quality.
• Conduct regular performance reviews and one-to-ones with a focus on developing human-in-the-loop (HITL) judgment — the ability to make sound, auditable decisions on cases that AI cannot resolve.
• Actively preserve institutional knowledge: as routine work shifts to automation, ensure your team deepens rather than loses the expertise that makes their exception decisions trustworthy.
• Support team members in building AI literacy — not as technologists, but as confident, critical users who understand what the system can and cannot do.
• Manage escalation paths, ensuring complex cases reach the right people — underwriters, specialist teams, or the Operations Manager — with full context captured.
• Perform additional duties as assigned by the Head of Digital Operations, including cross-functional project support.
• Monitor AI decision patterns across submission scoring, exception routing, and STP processing — identifying signals of model drift, rules-engine gaps, or systematic errors before they affect portfolio quality.
• Set, review, and adjust STP confidence thresholds and variance limits in collaboration with operations and technology stakeholders, balancing automation throughput against the risk of error.
• Review and sign off on daily SOX and AI governance reports, maintaining the audit trail that regulators and internal controls require.
• Collect structured operational feedback from your team and channel it into model improvement cycles — frontline experience is the most valuable input to continuous AI learning.
• Participate in testing and validating AI workflow changes before production deployment, acting as the operational voice that bridges technical design and day-to-day operational reality.
• Ensure control processes are executed and reported accurately, including premium reconciliation, peer review auditing, and Contract Certainty obligations.
• Monitor SLA performance across all work streams — automated, retained, and outsourced — and take corrective action when delivery standards are at risk.
• Conduct audits and quality control checks on AI-assisted and manually processed work, ensuring outputs meet Chubb’s standards of accuracy and compliance regardless of how they were produced.
• Support user acceptance testing (UAT) of system and AI workflow changes, representing operational requirements in the testing process.
• Regularly review team processes for efficiency, identifying non-value steps and opportunities to extend automation safely.

Operational Excellence & Service Delivery

• Collaborate with the Head of Digital Operations to align team goals with broader digital transformation objectives, and support the implementation of strategic automation initiatives.
• Produce and present management information on team performance, automation performance, and exception trends — providing the insight leadership needs to make informed decisions.
• Build and maintain strong relationships with underwriters, brokers, internal customers, and third-party service providers, representing operational capabilities and constraints clearly.
• Act as a change champion: translate evolving automation capabilities into clear team practices, and help colleagues see change as opportunity rather than disruption.

Knowledge & Skills

What you bring:

• Business-level English; minimum level C2 Italian is required for this role.
• Demonstrated experience in an insurance or financial services operations role, with a strong grounding in underwriting support, policy administration, or submission processing.
• Previous team leadership or supervisory experience, with a track record of developing individuals and maintaining high-performance standards under SLA-driven conditions.
• Comfort operating in AI-augmented environments: you do not need a technical background, but you must be analytically confident — able to interrogate AI outputs, question automated decisions, and articulate clearly why human judgment leads to a different outcome.
• Strong communication and interpersonal skills: you bridge the language of operations and the language of technology, and you manage upward, downward, and across with equal effectiveness.
• Proficiency in MS Office, particularly Excel; experience with insurance platforms (Ignite/ICT or equivalent) and familiarity with workflow or process management tools is advantageous.
• You understand that leading a hybrid human and AI team is a fundamentally different challenge from leading a purely manual one — and you find that challenge energising, not unsettling.
• You think in systems: when something goes wrong, your instinct is to find the root cause in the process or the model, not just in the individual case.
• You see your role as protecting the quality of the AI as much as the quality of your team — because in an automated operation, the two are inseparable.

What we offer in return:

• 32 days of vacation a year
• 2 days working from home option + additional flexible days
• Working from home allowance
• Entry time flexibility
• Private medical insurance
• Life and accident insurance
• Meal allowance
• Pension plan
• Stock purchase plan
• Flexible compensation scheme
• Wellhub
• Employee assistance program
• Comprehensive Learning & Development offer

Integrity. Client Focus. Respect. Excellence. Teamwork
Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.

Diversity & Inclusion
At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Equal Opportunity Statement

It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for positions with Chubb Spain must be legally authorized to work in Spain.