Claims Process Owner

Liberty Mutual Insurance•Boston, MA

About The Position

Own and manage processes deployed within the Property Claims organization that drive operational excellence and create competitive advantage for Liberty Mutual. Acts as a change champion to define and build for the future with a focus on achieving a balance between loss, expense, employee, and customer needs. Creates best in class customer experiences while maintaining an eye on efficiency and loss accuracy. At this level, has accountability and ownership for end to end lower complexity process(es) or higher complexity process step(s). Has high degree of independence and understanding of interaction between processes. Develops and leads strategies that improve their areas of accountability.

Requirements

Demonstrates superior claims/process knowledge/experience
Advanced business operations knowledge to include understanding the function`s value chain and market conditions
Displays a solid understanding of the function`s strategy (ie Claims) and ensures strong alignment with the process(es) owned
Proven ability to manage the process life cycle for multiple processes of varying complexity, as part of implementing business process changes
Advanced presentation, communication, organizational, influencing, and relationship management skills
Proven success leading change initiatives while establishing and maintaining effective relationships
Displays strong research, problem solving, analytical, and critical thinking skills
Knowledge of available data sources/elements and associated strengths and shortcomings
Strong understanding of process mapping tools; can build process maps with no direction, and can help inform best practices in process mapping technology
Competencies typically acquired through a bachelor`s degree or equivalent experience
In addition, a minimum of 9 years of advanced leadership in claims process, operations, or project management
Similar experience in a field directly related to the applicable process would be considered

Nice To Haves

Experience handling Property Claims
External vendor and process experience
Advanced degree preferred
Solid knowledge of database software preferred
Knowledge of business intelligence tools preferred

Responsibilities

Fully owns and is accountable for delivering results and strategy for end to end lower complexity process, complex process step, cross line of business process step, or multiple process steps to drive to a best in class state.
Has a high degree of understanding of technical content and business knowledge in all relevant business /claim process areas. Provides the insight needed to support the end to end strategy.
Demonstrates advanced structured problem solving skills and systems thinking to identify root causes and develops understanding of systemwide impact to claims processes/performance.
Leverages data to drive decision making and develops other alternative approaches in the absence of data to inform direction / quality of solution while understanding process performance at a granular level through a combination of a deep insight into metrics and process observations.
Proactively assesses the operational health of the end to end process or process step(s), including competitive positing/benchmarking, and develops action plans to address gaps/opportunities as needed.
Prioritizes work and plans effectively for high complexity operational change management and implementation of designed solutions within one or more end to end workflows or core processes. Implements solutions across the field organization with managerial direction.
Build strong relationships with enablers/stakeholders through collaboration and influence decision making at varying levels of the business operation.
Develops own strategic thinking by partnering with leadership to understand complex issues.
Independently and expertly develops process maps for their process(es) leveraging technical process mapping tools and strategically communicates findings/monitoring results to stakeholders.