Claims Change Manager

Saxon Global•Chicago, IL

About The Position

Lead change orchestration across Claims transformation initiatives, ensuring alignment of business readiness, stakeholder engagement, communications, training, process redesign, testing, implementation and post-go-live stabilization. Conduct current-state and future-state process analysis across key Claims workflows, identifying operational pain points, handoff issues, control gaps, duplication, automation opportunities and process improvement recommendations. Manage the end-to-end delivery lifecycle for complex Claims change initiatives, producing high-quality project, readiness and implementation plans to tight deadlines. Actively manage project risks, issues, business impacts, change readiness, dependencies, decision points and escalation paths across overlapping resources and workstreams. Develop and maintain change management deliverables, including stakeholder maps, change impact assessments, readiness plans, communications plans, training needs assessments, adoption metrics, RAID logs, presentations and status reports. Partner with multiple workstream leaders to guide delivery approach, sequence activities, resolve cross-functional dependencies and ensure changes are embedded into day-to-day Claims operations. Coordinate project team members and manage stakeholder relationships across business and technology teams, including Claims leadership, Operations, IT, Finance, Data/Reporting and control functions. Create and execute user acceptance testing strategies, business validation approaches and operational readiness checkpoints to confirm solutions meet Claims process and control requirements. Ensure all IT and business operational areas are prepared to accept, adopt and sustain the change, including process updates, role impacts, communications, training, controls, reporting and hyper care support. Report regularly to senior management on delivery progress, readiness status, adoption risks, decision needs, dependency impacts and benefits realization. Support post-implementation evaluations, lessons learned, adoption measurement and process performance tracking to confirm outcomes are achieved and sustained.

Requirements

Minimum 10+ years of successful, continuous project, change management and transformation experience; experience working within Insurance Claims is strongly preferred.
Proven track record delivering large and complex Claims, Operations or technology enabled change initiatives from design through implementation and stabilization.
Strong Claims process analysis experience, including process mapping, workflow assessment, operating model review, control identification, pain point analysis and process redesign.
Experience orchestrating business change across technology, process, people, data, reporting, governance, communications, training, testing and adoption workstreams.
Advanced knowledge of project, change and process analysis tools, including PowerPoint, Excel, Visio, Microsoft Project and related delivery, mapping and reporting tools.
Experience with target operating model design and process/business change approaches, including Lean, Six Sigma, continuous improvement, business analysis and organizational change management methods.
Demonstrated ability to effectively manage projects from design through implementation.
Ability to translate complex transformation objectives into practical readiness plans, stakeholder actions, adoption measures, implementation roadmaps and sustained operational outcomes.
Strong understanding of risk management, governance frameworks, operational controls, process ownership, decision forums, dependency management and benefits realization.
Stakeholder management experience up to C-Suite level.
Evidence of formal change management methodology qualification, such as PRINCE2, Agile or equivalent.

Nice To Haves

Experience with Claims systems, workflow platforms, policy administration systems and finance systems preferred, including Guidewire Claim enter or Policy Center, Genius, SAP and related reporting or operational platforms.

Responsibilities

Lead change orchestration across Claims transformation initiatives, ensuring alignment of business readiness, stakeholder engagement, communications, training, process redesign, testing, implementation and post-go-live stabilization.
Conduct current-state and future-state process analysis across key Claims workflows, identifying operational pain points, handoff issues, control gaps, duplication, automation opportunities and process improvement recommendations.
Manage the end-to-end delivery lifecycle for complex Claims change initiatives, producing high-quality project, readiness and implementation plans to tight deadlines.
Actively manage project risks, issues, business impacts, change readiness, dependencies, decision points and escalation paths across overlapping resources and workstreams.
Develop and maintain change management deliverables, including stakeholder maps, change impact assessments, readiness plans, communications plans, training needs assessments, adoption metrics, RAID logs, presentations and status reports.
Partner with multiple workstream leaders to guide delivery approach, sequence activities, resolve cross-functional dependencies and ensure changes are embedded into day-to-day Claims operations.
Coordinate project team members and manage stakeholder relationships across business and technology teams, including Claims leadership, Operations, IT, Finance, Data/Reporting and control functions.
Create and execute user acceptance testing strategies, business validation approaches and operational readiness checkpoints to confirm solutions meet Claims process and control requirements.
Ensure all IT and business operational areas are prepared to accept, adopt and sustain the change, including process updates, role impacts, communications, training, controls, reporting and hyper care support.
Report regularly to senior management on delivery progress, readiness status, adoption risks, decision needs, dependency impacts and benefits realization.
Support post-implementation evaluations, lessons learned, adoption measurement and process performance tracking to confirm outcomes are achieved and sustained.