Unrepresented Associate Claims Process Owner

Description

The Unrepresented Associate Claims Process Owner owns and manages Unrepresented claims-handling processes within the Claims organization to drive operational excellence and create competitive advantage for Liberty Mutual. They will serve as a change champion in defining and building the future of Unrepresented claims handling, balancing loss, expense, employee, and customer needs. The Associate Process Owner is accountable for financial plan results tied to the Unrepresented strategy for loss and expense.

This role creates best-in-class customer experiences while maintaining a strong focus on efficiency and loss accuracy. The position has accountability and ownership for moderate- to high-complexity processes within the broader Claims system and is responsible for identifying and executing opportunities within those processes.

The successful candidate understands how Unrepresented claims processes interact across the larger system and can lead cross-functional problem-solving sessions to improve claims performance. This role also analyzes business-segment trends and insights, coordinates with field leadership and business partners, and develops action plans that address opportunities and support business needs and financial goals.

**This role may have in-office requirements dependent upon candidate location.**

**This is a ranged posting for grades 15-16. Level offered will be dependent upon skills and experience at manager discretion.**

Responsibilities:

- Own one or more components of an end-to-end claims process or process step, applying a high degree of technical expertise and business knowledge in one or more specific claims or business-process areas.

- Partner with end-to-end process and process-step owners to support and execute low-, moderate-, and high-complexity tasks and workstreams.

- Demonstrate structured problem-solving skills and systems thinking to identify root causes and understand the broader impact of process decisions on claims performance.

- Leverage claims data and performance metrics to drive decision-making and independently influence the quality of analysis.

- Develop a detailed understanding of process performance through a combination of metric analysis, process observations, and business insight.

- Proactively identify the need for and lead problem-solving sessions that drive continuous improvement across teams.

- Develop high-quality solutions to process pain points and claims-phase challenges, incorporating multiple perspectives to improve overall claims performance.

- Plan and manage moderate- to high-complexity operational change and implementation of solutions across one or more end-to-end workflows or core processes.

- Implement approved solutions across the field organization with managerial direction.

- Independently develop process maps for assigned workflow or process components using technical process-mapping tools.

- Monitor results, assess the effectiveness of implemented solutions, and communicate findings and recommendations to stakeholders.

- Deep-dive into business-segment trends and insights to identify key drivers, root causes, and improvement opportunities.

- Coordinate with field leadership and business partners to bring insights forward and develop action plans that improve identified opportunities.

- Ensure recommended actions support customer, operational, and financial objectives.

- Act as a change champion by helping define and build the future state of Unrepresented claims handling.

- Balance loss accuracy, expense, efficiency, employee, and customer-experience considerations when developing and implementing solutions.

The ideal candidate brings:

- 3+ years of experience leading, supporting, or managing the Unrepresented claims segment in a non-handling role.

- Current or prior role with enterprise-wide accountability for how claims work gets done (e.g., owning guidelines or workflows, running a program, driving performance results).

- Working knowledge of current Unrepresented guidelines, procedures, and performance results, with the ability to identify what’s driving results and build action plans.

- Experience using claims data and metrics to identify trends, root causes, and improvement opportunities.

- Experience leading cross-functional problem-solving sessions.

- Experience supporting or leading the rollout of process changes to the field.

- Ability to communicate findings and recommendations to field leadership and business partners.

Preferred Experience:

- Experience with process mapping tools.

- Understanding of the Unrepresented roadmap and existing action plans.

- Understanding of how early injury detection modeling impacts Unrepresented claim results.

- Experience balancing loss, expense, and customer experience tradeoffs.

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.

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