The Claims Service Center, AVP of Claims Operations Process, Quality and Data Management, reports directly to the VP of the North America Claims Operations and will play a key role in the transformation of Operations by aligning and improving processes, execution of a data management model and comprehensive quality program, and management of BPO resources. 

MAJOR RESPONSIBILITIES

Collaborate with the VP of Operations to develop and implement strategic initiatives to streamline processes, enhance efficiency and improve overall operational effectiveness Develop framework, execute, and monitor back-office business processes and performance results to deliver key business outcomes with a high degree of accuracy and value, using a progressive mindset, focused on continuous improvement  Provide oversight of Process, Quality and Data Analysts  Provide oversight of Operations BPO Team Manage Operations Business Process Relationships with key stakeholders and vendors Establish and sustain the development, documentation, and implementation of improved operational procedures and business processes, process re-engineering, automation, and alignment of system support functions  Collaborate with Data and Strategy Leaders to develop a data management framework Ownership of Claim Operations data collection and analysis; partner with Data Management and Workforce Manager to develop and deliver regular performance reports, presentations and recommendations to senior management Analyze key performance indicators, operational metrics and quality data to track performance trends, identification of root causes and solutions Compile qualitative input and data points to determine process effectiveness Develop and oversee a comprehensive quality program, focused on process effectiveness and outcomes; work with Compliance and Regulatory partners on root cause analyses and action plans Demonstrate effective problem solving and influencing skills and provide innovative solutions to improve competitive advantage (including process re-engineering, automation, and service excellence) Proactively support the development and monitoring of service standards and establish operational processes that support and strengthen customer experience while applying internal and customer feedback Cultivate a positive and inspiring work environment amongst all stakeholders and vendors throughout the business unit, while managing projects and opportunities for the operation Advance talent throughout the organization, while engaging in proactive employee development, employee engagement, and succession planning  Effectively communicates and influences across a diverse group of stakeholders including Claims, Business Transformation, BPOs, Compliance, Product and IT Bachelor’s degreeMinimum of 5 years of managerial experience in the insurance industry and/or back-office operations.Experience in BPO/Offshore ManagementSkilled at evaluating, scoping, and defining complex business processes integrated across organizationsExperience in modernizing back-office processes to be delivered digitally with the ability to scale and reuse across the organization.Experienced in establishing consistent processes and scaling them across a complex organizational structure and agnostic of geographyAbility to lead through influence and exampleStrong project management skillsEffective at cross-functional problem solving and aligning stakeholder expectationsStrong analytical, presentation, and communication (oral and written) skillsStrong end-user computer skills, e.g. Excel, Word, PowerPoint, VisioProven ability to provide direction and technical guidance to promote team excellence and development of staffExcellent customer orientationProjects self-confidence, authority and enthusiasmAbility to travel