Senior Manager, Claims Process

Role Description

The QB Lead within the USRM C&S Insights and Solutions organization is responsible for deploying & coordinating quarterback resources to cross-C&S priorities, accelerating complex, multi-domain initiatives and ensuring coordinated delivery. This leader will oversee the design and deployment of a standard approach, structure, artifacts, and communication flow for C&S strategic programs. This leader will be responsible for the overall execution and delivery of C&S strategic priorities, including AI-driven initiatives, as well as the escalation and resolution of risks across the portfolio. The QB Lead collaborates with Claims & Service business owners, process owners, and product owners and with other functions across USRM to ensure shared focus, alignment, visibility and decision-making. This leader manages a team of people leaders, driving clear goals and role modeling high performance in order to motivate and achieve outcomes.

Key Responsibilities

• Ensures appropriate level of staffing and resourcing based on complexity of each strategic priority
• Creates and shares standard monthly views of progress and risks across the portfolio level as well as for each individual priority
• Ensures each priority has a defined meeting cadence, decision-log, risk monitoring, etc.
• Monitors flow of decisions and risk and proactively escalates, when needed
• Monitors Business Owner/Quarterback partnership and engagement, and coaches QBs and/or escalates when misalignment or role creep emerges
• Provides senior-level coordination across the portfolio's highest-complexity and highest-visibility priorities, ensuring QBs have the support and alignment needed to keep delivery teams moving

Qualifications

• Demonstrate superior claims/process knowledge/experience
• Superior business operations knowledge to include understanding the function's value chain and market conditions
• Displays a superior understanding of the function's strategy (i.e., Claims strategy)
• Superior ability to design a strategic roadmap that is in full alignment with the LOB's vision and the functional strategy
• Superior ability to adapt and address unique challenges in collaborative and creative ways
• Superior 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
• Strong ability to select, develop, and engage staff, and to foster a collaborative environment
• Knowledge of available data sources/elements and associated strengths and shortcomings
• Advanced understanding of process mapping
• Competencies typically acquired through a bachelor's degree or equivalent experience
• Advanced degree preferred
• A minimum of 12 years of experience in claims process, operations, or project management
• Similar experience in a field directly related to the applicable process would be considered
• Minimum of 5 years of experience working in an effective leadership and/or management capacity

Travel

• 10%