Associate Claims Process Owner - APD

APD Insights & Solutions

The APD Insights & Solutions Team in Liberty Mutual’s Insights & Solutions group harnesses the power of data, analytics, Process / Subject Matter Expertise and technology to develop innovative solutions that drive our Auto Physical Damage business forward and support a high-performing culture. This group brings together highly talented thinkers and doers ready to challenge the status quo and make an impact. As a member of the APD Insights & Solutions Team, you’ll collaborate with teams across Liberty Mutual to deliver processes that drive best in class results and spark new, better ways of working.

We aspire to be a best in class Auto Physical Damage Claims operation with a severity advantage to the industry and a top 3 LAE position. To do so, we must double down on investing in data and technology capabilities that will allow us to consistently out-investigate, out-appraise, and out-recover the competition while operating a more flexible and scalable organization with a focus on making our processes easy for our employees, customers and partners.

The Associate Claims Process Owner within APD Insights & Solutions will focus on delivering best in class process solutions and insights for the APD Inside and Small Commercial Organizations. The position will collaborate with other functions such as Subrogation, Data Science, Claims Technology, Casualty and others to Define the processes to support effective and efficient operations; drive adoption Surface problems & needs that the operation is facing & outcomes to go after (KPI’s).

In this role for APD Inside and Small Commercial APD organizations you will Own critical claims processes with clear accountability for monitoring performance, intervening on variances, and sustaining operational excellence. Building deep subject matter expertise and industry insight to lead process improvements and inform system-wide claims strategies. Connect closely with enabler groups such as IT/Solutions, compliance, Analytics, and Workforce Planning. Develop and maintain a prioritized roadmap of opportunities and execute on change management: capacity, adoption/execution, and sustainability.  

There is an-office requirement if you live within 50 miles of one of these locations as follows and preference given to candidates within hubs:

Columbus OH

Plano, TX,

Chandler, AZ 

Liberty Lake, WA

Westborough, MA

Warrenville, IL

Indianapolis, IN

Suwanee, GA 

Orlando, FL

Marlton, NJ 

Boston, MA

Responsibilities

• Supports APD Inside & Small Commercial process ownership, KPI’s and Insights to performance, process mapping, ground-truth / observations and creating /driving select inside strategy process roadmaps.
• Understand performance relative to competitors and create/execute plans to mitigate disadvantage.
• Proactively identify opportunities, determine root causes, and elevate issues with potential solutions.
• Independently work on highly complex assignments and design/develop process solutions that meet the needs of the organization and business customers.
• Processes you manage and design should deliver positive experiences for our customers and front-line employees
• Influences strategic thinking across the team and the broader organization
• Identifies and utilizes best practices and iterative testing to ensure process adherence and compliance.
• Prioritizes efforts based on business value and can set expectations for deliverables of high complexity.
• Able to lead projects and collaborate with stakeholders to ensure effective project execution.
• Assist in the creation of roadmaps for APD Insights & Solutions and turn vague ideas or problems into a business strategy that supports APD becoming the best investigators and decisions makers in the industry.
• Partner with enabling groups to make SMART decisions about work prioritization.
• Provide a clear vision of where your process will be over the next 1-2 years and make movement toward achieving the vision outlined in the Process roadmap

Preferred Qualifications:

• 5+ years Advanced Industry knowledge, demonstrated understanding of competitive landscape and Compliance and regulatory oversight
• Demonstrated experience in Creating detailed project plans, estimating project costs/benefits (CBA), Benefit Realization Management and Creating process diagrams
• Demonstrated experience in problem identification, root cause analysis, understanding E2E process and Implementing changes and measuring impact

• 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