Operations - Business Process Owner

MSIG USA

102d

About The Position

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks. Responsible for monitoring the day-to-day operations of offshore business process outsourcing (BPO) provider teams. Ensure the BPO team is performing well and meeting all of the defined KPI’s, maintaining appropriate productivity and quality, and training team members.

Requirements

• Bachelor’s Degree.
• 2+ years of experience in a P&C insurance company’s underwriting or operations department.
• Effective communication skills.
• Knowledge of the end-to-end commercial lines workflow for both new and renewal business.
• Commercial Lines rating knowledge is a plus.
• Strong focus on analyzing and interpreting data to identify / implement process improvement needs.
• Ability to influence others to execute change management.
• Strong analytical and problem-solving skills.
• Strong MS Excel, Visio and PowerPoint skills.

Responsibilities

• Manage work performed by BPO provider teams, including productivity and quality, and ensuring accurate performance metrics.
• Monitor and manage the daily productivity of our BPO provider teams and conduct regular meetings to ensure our service and delivery standards are met.
• Ensure that appropriate documentation is maintained on processes and procedures to guide our production teams in their daily performance.
• Train BPO provider teams on relevant systems or processes, provide refresher training when needed.
• Identify opportunities to offshore processes or tasks to increase operational efficiency.
• Analyze data to identify trends in or behavior patterns that may require changes to business processes; provide recommendations.
• Develop and implement new processes or procedures to improve efficiency or quality of service.
• Monitor KPI results and identify root causes for backlog, quality, SLA’s, productivity, etc.
• Work with leadership and BPO provider leadership to resolve any issues with productivity and/or quality.
• Conduct time studies and FTE analysis to determine staffing needs.
• Answer questions from BPO provider and identify missing information or other items that are preventing work from being completed in a timely manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees