Senior Claims Process Owner - Medical Litigation

The Senior Claims Process Owner (SCPO) will provide dedicated support to the Medical (No Fault) Litigation Claims organization. In this role, you will own and manage key processes that drive operational excellence and deliver competitive advantages for Liberty Mutual.

As a change champion, you will shape and develop processes that balance loss control, expense management, employee engagement, and customer satisfaction. Your focus will be on creating best-in-class customer experiences while ensuring efficiency and accuracy in loss handling.

You will be accountable for overseeing highly complex end-to-end processes or critical process components, leading strategy development and continuous improvement efforts within your segment. This includes coordinating activities with junior process owners and specialists to ensure alignment and execution excellence.  The SCPO must apply strategic, big-picture thinking and operate with a high degree of autonomy to drive impactful results.

Preferred Qualifications: 

• Knowledge/understanding of No Fault statutory coverage application, state nuances in dispute handling and experience in establishing litigation strategy for the larger No Fault states (NY, NJ, FL, MI) is required.
• Minimum 10 years No Fault claim handing experience, 3 years specific to litigation handling and 5 years in a Process type role is required.

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. 

• 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 the function`s strategy (i.e. Claims) 
• 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
• Expert 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 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