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Process Improvement and Re-Engineering Execution

Company: Chubb
Location: Alpharetta
Posted on: May 3, 2021

Job Description:

Process Improvement and Reengineering Leader

General Description

The Process Improvement Leader will work with North America Claims Disciplines to assess and identify process optimization opportunities through reengineering, digitization and automation. This role partners with Claims, Intelligent Process Automation (IPA) and Digital execution resources in Global Operations and Claims Optimization, and will manage a team of analysts who may perform many different tasks such as process re-engineering, time study analysis, cost/benefit analysis, user story/acceptance criteria documentation, test plan creation, testing and other business readiness activities. These analysts will also be accountable for opportunity identification, optimization, and building the pipeline for process automation.

The Process Improvement Leader is the key driver of analysis and recommendations for process optimization, identification of use cases for automation, planning and implementation of discovery and some execution phases and activities and achievement of the goals for North America Claims.

The role requires approximately 50% travel to Chubb offices to conduct process discovery and assessment activities with product/process owners and SMEs.

This role has both internal and external customers. Internally, the role requires a keen ability to execute in partnership with peer colleagues and C Suite executives from: Claims Technical Towers, Claims Service Operations, Global Center of Competency, Compliance, Legal, Finance, Digital, Automation, Re-Engineering, Analytics, IT, and Change Management., Externally, this leader will collaborate with Chubb's Enterprise Automation Partners and Outsourcing Partners.

Organizational Impact:

This position has a unique opportunity to build the foundational infrastructure to enable future long-term growth for the company and our shareholders. The role will play a unique part in helping to shape change, build a culture that reflects our values, and position the company for differentiated performance.

Key Dimensions:

The core focus of this role is to lead the process opportunity identification and execution of process transitions to deliver greater efficiency, higher quality, and reduce risk. This unique role has the opportunity to drive consistency, improve cost efficiency, and reduce compliance risk within the operation. Further, this leader builds and manages the governance and performance of Automation implementations. Also unique, this leader will work with both technical and non-technical teams to help drive Chubb's mission and vision forward.

Partnering with North America Claims Discipline Leaders, Product Owners, and IPA Capability leads to identify Automation and Process Improvement Opportunities

  • Engage Claims leaders to garner support for a discovery project and maintain their support through to completion and goal achievement. Build the pipeline of use cases and ensure that discovery requirements are met.
  • Participate in appropriate governance structures and facilitate governance on Process Improvement team meetings.
  • Establish team and peer communication structures to ensure appropriate accountabilities in terms of changes and requirements with regards to processes, technologies and workflows.
  • Works with Claims leaders to resolve roadblocks escalated by team members.
  • Conducting Process Improvement and Discovery Analysis and Recommendations
  • Drive process optimization, conduct necessary data collection and quantitative analysis, automation opportunity identification and prioritization, and develop recommendations.
  • Drive alignment on automation opportunity estimates, complexity, and priority. Incorporate process improvement initiatives required to successfully automate.
  • Use process discovery tools and best practices to deliver successful solutions and detailed analysis/outputs as required.
  • Ensures process improvement initiatives transition smoothly through lifecycle of opportunity identification, planning and execution.
  • Integrate and assess multiple discovery efforts across NA Claims. Create exhibits as needed to support.
  • Deploy program and project management standards for effective delivery meeting Time, Quality, Budget requirements using Agile project delivery methods.

Post Analysis Execution

Assign and lead employees who will perform future state user story creation and assist with various business readiness activities including but not limited to, test plan creation, test execution, training, and post deployment support activities.

Utilizing and Sharing Practice

  • Contribute to the continuous improvement of team approaches, models, and knowledge by sharing information across other areas of Chubb, building standards, developing intellectual property, and capturing lessons learned
  • Contribute to embedding a continuous improvement culture within NA Claims.

Effectively Manage Team

  • Provide direction and guidance to team, ensuring goals and measurements are in place.
  • Coach team members to increase their knowledge and performance.
  • Motivate, lead and manage a team to achieve results and inspire a shared vision of home office and field priorities. Establish an environment that leverages diverse perspectives.

Preferred Education, Experience & Personal Attributes:

  • 5 years of equivalent experience in operations management, intelligent automation, digital technologies or consulting background
  • Bachelors' degree, MBA, or advanced degree in Operations, Accounting, Finance, or economics is helpful; practical experience that equips the same skills without a degree is also appropriate
  • Insurance domain expertise in business process preferred
  • Business Analysis and Target Operating Model evaluation and design experience
  • Experience in Quantitative Analysis and Opportunity assessment techniques
  • Experience in deploying digital and automation technologies using Agile practices.
  • Certification as a Green Belt or Black Belt Lean or Six Sigma Process Engineer or equivalent experience preferred
  • Experience working in a multi-discipline, matrix structure team fostering collaboration and teamwork
  • Demonstrated ability to lead strategically and influence Senior Managers towards transformational ideas
  • Drives execution utilizing assigned and other resources to achieve goals, holding individuals and teams to the highest standard of delivery
  • Agile experience and certification preferred

  • Competencies
  • Strong ability to execute
  • Highly functional in ambiguous situations and environments
  • Influence without authority
  • Critical thinking & problem solving
  • Rapid decision making
  • Process improvement (lean) mindset
  • Systems thinking
  • Facilitation

Keywords: Chubb, Alpharetta , Process Improvement and Re-Engineering Execution, Other , Alpharetta, Georgia

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