Senior Claims Process Owner

Liberty Mutual Insurance

About The Position

This role will support the USRM Claims Special Investigations Unit and is critical to helping SIU in our pursuit of Best in Class. This position owns the SIU Major Case value stream, extending from sourcing new cases via models and intelligence to supporting effective case and related claim investigations. The person is responsible for delivering large scale projects in our financial plan and is a thought leader helping shape our sourcing and investigation strategies. Experience in claims handling and leadership is required, along with 3+ years' experience in a Process/Project Management role. Own and manage processes deployed within the 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 high complexity end to end process or process steps. Drives strategy and improvements within segment or process, coordinating across more junior owners and specialists. Applies big picture thinking and a high degree of independence in execution.

Requirements

Demonstrates superior claims/process knowledge/experience
Superior business operations knowledge to include understanding the function`s value chain and market conditions
Displays a solid understanding of Claims strategy
Proven ability to design a strategic roadmap for the processes owned that is in full alignment with the LOB`s vision and the functional strategy
Strong ability to adapt and address unique challenges in collaborative and creative ways
Fully proficient at managing the life cycle of projects and/or process changes of high degree of complexity
Advanced presentation, communication, organizational, influencing, and relationship management skills
Demonstrated advanced change management leader, driving change initiatives while establishing and maintaining effective relationships
Superior research, problem solving, analytical, and critical thinking skills
Knowledge of available data sources/elements and associated strengths and shortcomings
Ability to articulate process components into the data to guide analytics
Competencies typically acquired through a bachelor`s degree or equivalent experience
In addition, a minimum of 12 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
Proven change leader with significant years (5+) of operational (leadership/management), process, and/or project management experience

Nice To Haves

Advanced degree preferred

Responsibilities

Fully owns and is accountable for delivering results and strategy for end-to-end complex process 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.
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.
Develops high quality solutions informed by multiple perspectives and drives alignment around the approach to develop and deliver the solution to have an impact across all impacted phases of a claims process.
Understands and communicates business risks effectively and develops mitigation plans to reduce risks.
Proactively assesses the operational health of the end-to-end process or process steps, 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.
Owns and leverages relationships to influence decision making at varying levels of the business operation to problem solve and resolve conflicts.
Demonstrate strong strategic thinking and simplifies issues that are complex to improve understanding for others.
Independently and expertly develops process maps for their processes, leveraging technical process mapping tools and strategically communicates findings/monitoring results to stakeholders.