Head of Claims Operations

Head of Claims Operations

Requirements

• 10+ years (preferred) management experience overseeing large scale projects and daily operational needs.
• Six-Sigma experience in leading process improvement projects is strongly preferred.
• A solid understanding of claims handling is a plus.
• Ability to lead organizational change and manage resistance while driving continuous improvement.
• Proficiency in advanced statistical methods and tools to analyze data and identify root causes of problems.
• Strong program management skills to drive teams and initiatives.
• Strong verbal, written and presentation skills to communicate effectively with all levels across the organization.
• Excellent organizational skills and ability to handle multiple priorities while delivering timely & measurable results.
• Ability to build formal and informal relationships and networks within and across organizational boundaries.
• Demonstrate strong business acumen and problem-solving skills who is process driven, forward thinker with a proven track record of delivering results.
• Career development, mentoring and coaching skills.
• Proficient in Microsoft Office Products (Excel, Word, PowerPoint, Visio)

Responsibilities

• Drive the strategy and vision for the acceleration of continuous process improvement initiatives in the Canada Claim organization.
• Partner with Claims Operations, IT, and Finance and other functional support teams across the GI Claims organization to proactively identify improvement projects across Canada Claims.
• Be the key driver of analysis and recommendations for process optimization, identification of use cases, planning and implementation of discovery, led execution phases and activities, and achievement of GI Claims continuous improvement goals.
• Establish strong and collaborative relationships with Canada Claims leadership and functional support teams.
• Drive a continuous improvement culture across Canada Claims, engaging closely with various key stakeholders and leaders to embed a collaborative approach to process optimization.
• Execute relevant GI Claims and GI Operations strategies, as set by the Claims Leadership Team (CLT), to deliver the core objectives for Claims through managing costs, timelines, quality, and providing excellent customer service.
• Lead change initiatives / projects across Canada Claims supporting the CLT in achieving process optimization and instilling consistency whilst acknowledging the differences across LOBs and geographies.
• Enable operational efficiencies by defining and implementing standard processes, tools and maintaining alignment across multiple teams and perspectives.
• Identify opportunities and develop novel solutions for material improvements, and present recommendations and actionable plan to leadership for approval and execute on the plan.
• Work closely with our strategic partners to ensure strong performance across Canada Claims, a seamless customer journey and alignment with key transformational initiatives being driven within Canada Claims.
• Assess migration opportunities across Canada Claims platform working closely with the Claims leaders. Prioritize needs and work with the NAM Claims Operations Head to operationalize and facilitate smooth work migrations.
• Work with IT to prioritize, mitigate and resolve issues, and drive IT enhancements.
• Lead system enhancements that improve business processes and ensure regulatory compliance and support IT modernization and application rationalization.
• Drives a continuous improvement culture by leading short and long-term efforts to improve quality, simplify process, reduce cycle times and expenses.
• Lead, coach and optimize talent and ensure succession planning.

Preferred Qualifications

• A solid understanding of claims handling is a plus.