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Claim Support Business Consultant
CNA Financial Corporation
United States, CA, United States
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Description
Job Summary
The Claim Support Business Consultant serves as a point of contact within Claim Operations to facilitate operational process improvements for the Claim organization. The key purpose of this role is to manage the relationships and act as liaison between the functional teams business unit leadership and other stakeholders during the life cycle of a Claim Operations improvement opportunity. Researches and creates business cases to solve operational issues. Provides project management practices and tools and develops and manages the project implementation to drive process improvements increased productivity and a high level of customer satisfaction.
Essential Duties & Responsibilities
Acts as a primary operations point of contact with the Claim Team.
Develops and manages technical knowledge and relationships with assigned lines of business.
Develops a deep understanding of Claim needs in regards to interaction with Claim Operations and takes necessary action to address these needs daily.
Prioritizes daily activities to respond to the most urgent feedback appropriately.
Responsible for receiving and addressing transaction specific feedback pertaining to Claim Operations that is reported by the assigned lines of business. Logs tracks and escalates the transaction specific feedback reported to drive resolution.
Responsible for driving project management of opportunities prioritized for resolution inclusive of process improvement job aid creation training and communication.
Treats Claim as internal customers. Communicates line of business feedback to operations process owners to ensure necessary action is taken for internal customer satisfaction. Collaborates with other Claim Operations Relationship Management Consultants to identify thematic operations issues and partners with the appropriate parties to share and solve.
Interfaces with Claim Finance & Operations leadership and other departments in resolving identified issues; leads and collaborates on resolution efforts as necessary. Holds other parties accountable to complete their tasks to resolve issues.
Supports management as an agent of change building collaboration and commitment with the assigned lines of business. Responsible for leading communication and change management activities relating to Claim Operations.
Analyzes operations and other activities; prepares and presents reports to management; including recommendations as business cases for Finance on policies and procedures and operational improvements or corrective action plans.