Claims Process Owner

Description

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.

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.

• Demonstrates superior claims/process knowledge/experience
• Advanced business operations knowledge to include understanding the functions value chain and market conditions </li><li> Displays a solid understanding of the functions 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
• Solid knowledge of database software preferred
• Knowledge of business intelligence tools preferred
• Competencies typically acquired through a bachelor`s degree or equivalent experience
• Advanced degree preferred
• 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

• Experience handling Property Claims
• External vendor and process experience

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco