Insurance Claims Change Manager

Job Description

Job Description

ABSOLUTELY NO H1S OR 3RD PARTIES.

THIS ROLE WILL BE HYBRID ONSITE IN CHICAGO.

Claims Change Manager – Change Orchestration, Process Analysis and Transformation

Leading global specialty insurance company actively seeking a Claims Change Manager with extensive

claims transformation, change orchestration and process analysis experience to join on a contracting

basis. The selected individual will be responsible for driving the end-to-end delivery and adoption of

internal Claims transformation initiatives, ensuring process, technology, people, controls, reporting

and operational readiness activities are aligned from design through implementation and stabilization.

The successful candidate will report to the VP, Operational Excellence & Transformation, Claims North

America.

This role is focused on orchestrating business change across multiple Claims transformation

workstreams, including process redesign, stakeholder impact assessment, readiness planning,

adoption management, communications, training coordination, dependency management, risk and

issue management, and benefits realization. The successful candidate will coordinate initiatives, track

progress, surface operational impacts and report outcomes on a regular basis.

This is a business-facing change orchestration and process analysis position involving engagement

with stakeholders across Claims, IT, Operations, Finance, Data/Analytics, Compliance and other

impacted functions, with heavy interaction with technology delivery teams.

Responsibilities

• Lead change orchestration across Claims transformation initiatives, ensuring alignment of

business readiness, stakeholder engagement, communications, training, process redesign,

testing, implementation and post-go-live stabilization.

• Conduct current-state and future-state process analysis across key Claims workflows,

identifying operational pain points, handoff issues, control gaps, duplication, automation

opportunities and process improvement recommendations.

• Manage the end-to-end delivery lifecycle for complex Claims change initiatives, producing

high-quality project, readiness and implementation plans to tight deadlines.

• Actively manage project risks, issues, business impacts, change readiness, dependencies,

decision points and escalation paths across overlapping resources and workstreams.

• Develop and maintain change management deliverables, including stakeholder maps,

change impact assessments, readiness plans, communications plans, training needs

assessments, adoption metrics, RAID logs, presentations and status reports.

• Partner with multiple workstream leaders to guide delivery approach, sequence activities,

resolve cross-functional dependencies and ensure changes are embedded into day-to-day

Claims operations.

• Coordinate project team members and manage stakeholder relationships across business

and technology teams, including Claims leadership, Operations, IT, Finance,

Data/Reporting and control functions.

• Create and execute user acceptance testing strategies, business validation approaches and

operational readiness checkpoints to confirm solutions meet Claims process and control

requirements.

• Ensure all IT and business operational areas are prepared to accept, adopt and sustain the

change, including process updates, role impacts, communications, training, controls,

reporting and hypercare support.

• Report regularly to senior management on delivery progress, readiness status, adoption

risks, decision needs, dependency impacts and benefits realization.

• Support post-implementation evaluations, lessons learned, adoption measurement and

process performance tracking to confirm outcomes are achieved and sustained.

Desired Skills & Experience

• Minimum 10+ years of successful, continuous project, change management and

transformation experience; experience working within Insurance Claims is strongly

preferred.

• Proven track record delivering large and complex Claims, Operations or technologyenabled change initiatives from design through implementation and stabilization.

• Strong Claims process analysis experience, including process mapping, workflow

assessment, operating model review, control identification, pain point analysis and

process redesign.

• Experience orchestrating business change across technology, process, people, data,

reporting, governance, communications, training, testing and adoption workstreams.

• Advanced knowledge of project, change and process analysis tools, including

PowerPoint, Excel, Visio, Microsoft Project and related delivery, mapping and reporting

tools.

• Experience with target operating model design and process/business change approaches,

including Lean, Six Sigma, continuous improvement, business analysis and organizational

change management methods.

• Demonstrated ability to effectively manage projects from design through

implementation.

• Ability to translate complex transformation objectives into practical readiness plans,

stakeholder actions, adoption measures, implementation roadmaps and sustained

operational outcomes.

• Strong understanding of risk management, governance frameworks, operational controls,

process ownership, decision forums, dependency management and benefits realization.

• Stakeholder management experience up to C-Suite level.

• Evidence of formal change management methodology qualification, such as PRINCE2,

Agile or equivalent.

• Experience with Claims systems, workflow platforms, policy administration systems and

finance systems preferred, including Guidewire ClaimCenter or PolicyCenter, Genius,

SAP and related reporting or operational platforms.