Keith Brown

About Keith Brown

As a growth-focused professional with a passion for optimizing claims operations, I bring a wealth of experience in directing complex projects, building high-performance teams, and enhancing customer satisfaction. My career has been marked by a relentless pursuit of excellence, demonstrated through my ability to develop innovative strategies and drive operational improvements. My expertise extends to managing multimillion-dollar claims and fostering cross-functional collaboration to enhance business outcomes.At the forefront of commercial claims operations, I have played a pivotal role in expanding the variable resource program and integrating advanced technology solutions to streamline processes. Recognized for my strategic approach, I have been a driving force in reducing complaints, accelerating response times, and achieving significant cost savings.Beyond my technical prowess, my leadership style is characterized by compassion and motivation. I excel in cultivating strong relationships and improving customer experience. I pride myself on striking a delicate balance between efficiency, innovation, and customer satisfaction. As a dedicated leader, I am committed to not only driving business success but also empowering my team to reach their full potential.A few of my career highlights include: • Expanded the company’s variable resource program to create the commercial Catastrophe division; partnered with multiple Third-Party Administrator firms and built 13 scalable commercial catastrophe claims teams with 100+ claims professionals.• Accelerated vendor payment response times by 67%(from 90 to 30 days) by triaging claims, monitoring workflow, and ensuring proactive claims handling.• Led a North American team of 8 and ensured consistency, international compliance, and best practices in claims handling while assisting Australia’s property department in a global catastrophe response initiative.\"Innovation distinguishes between a leader and a follower.\" — Steve Jobs

Experience

1. Assistant Vice President, Variable Resource Manager Commercial and International Claims

   Chubb

   Aug 2022 — Present · Philadelphia, PA, US

   Oversee the Commercial Catastrophe Department, managing supervisors and divisions for small commercial, major account, market share, and excess surplus lines with exposures up to $2M, while expanding the personal lines catastrophe department into Canada.Highlights of accomplishments in this role include:• Expanded the company’s variable resource program to create the commercial Catastrophe division; partnered with multiple Third-Party Administrator firms and built 13 scalable commercial catastrophe claims teams with 100+ claims professionals.• Accelerated vendor payment response times by 67%(from 90 to 30 days) by triaging claims, monitoring workflow, and ensuring proactive claims handling.• Directed a seamless vendor transition, leading a team of 70 during a contract dispute, preserving critical business partnerships, and ensuring uninterrupted claims handling while maintaining stability and driving growth in the business unit.• Delivered a 94% reduction in regional complaints and a 98% decrease in transfers and reassignments, enhancing the small commercial department’s rankings with JD Power and Associates.

Education

• Regent University

  Bachelor of Science - BS