Job Description
Description
The Associate Claims Process Owner will 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 over moderate to high complexity process(es) within the larger system. Can identify and execute on opportunities within their process ownership. Understands how those processes interact across the larger system and can lead problem solving sessions across teams to improve the claims process.
Ideal Experience Includes:
- Strong technical and business knowledge of property claims adjustment
**This position may have in-office requirements twice a week depending on candidate location.**
Responsibilities
- Fully owns one or more components of an end to end process or process step and has a high degree of understanding of technical content and business knowledge in one or more specific business/claim process areas.
- Works with end to end process and process step owners to support and/or execute specific low/moderate/high complexity tasks or workstreams.
- Demonstrates intermediate 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 influence quality of analysis independently while understanding process performance at a granular level through a combination of a deep insight into metrics and process observations.
- Proactively identifies the need and leads Problem Solving sessions to drive Continuous Improvement.
- Develops high quality solutions for process pain points/claims phases that are always informed by multiple perspectives that improves overall claim performance in one or more phases.
- Plans effectively for moderate or high complexity operational change management and implementation of designed solution within one or more end to end workflows or core processes.
- Implements solutions across the field organization with managerial direction.
- Independently develops process maps for their components of the workflow or process, leveraging technical process mapping tools.
- Monitors results and communicates findings to stakeholders.
Qualifications
- Demonstrates advanced claims/process knowledge/experience
- Strong business operations knowledge to include understanding the function`s value chain and market conditions
- Proven ability to manage the project management life cycle for projects 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
- Demonstrated ability to interpret data including making strategic recommendations leveraging analysis
- Strong understanding of process mapping tools and can build process maps with no direction
- Competencies typically acquired through a bachelor`s degree or equivalent experience
- Advanced degree preferred
- In addition, a minimum of 7 years of advanced knowledge and experience in claims, insurance, claims process or directly relevant experience in a field related to the applicable process