AVP Claims Operations Global Shared Services

Overview:

an American diversified global insurer

We’re dedicated to doing the right thing for our employees, because we know that their fulfilment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.

Insurance Partner Manager, Global Shared Services (GSS)

Primary Location:

Travel

Schedule:

Salary:

Education Level:

Ideal candidates should:

• 15+ years of work experience in Insurance Operations, Governance, Transition and BPO management role in the P&C domain, and have SME level knowledge in Insurance claims operation
• Working knowledge of any systems (i.e. Guidewire claim center, Brite core, Applied Epic, 360 site view etc.) to handle claims lifecycle is preferred.
• Understands the modern days claims operations transformation opportunities and best in class practices.
• Higher education in P&C Insurance (i.e., MBA, ACII, or CPCU) is preferred.
• Have considerable experience in working in an offshore-onshore environment, with multiple stakeholders spread across geographies.
• Have organizational and multi-tasking skills with strong stakeholder management (CXO level) & cross-functional influencing skills
• Be able to work independently and in a team environment while balancing creative problem-solving with concrete business needs
• Have a strategic and tactical business judgment and maintain a sense of urgency to execute quickly and efficiently
• Be self-motivated, takes initiative and has the ability to effectively organize, multi-task and prioritize a wide array of initiatives
• Be a creative problem-solver who is naturally curious
• Have aptitude for innovation, high integrity, and ethics
• Be flexible to work across time zones to support global teams as necessary
• Be open to travel across international locations to support business requirements as necessary

This role shall entail working closely with the Internal Stakeholders and the Strategic Vendor Partner(s).

Responsibilities include but are not limited to:

1. Governance

2. Governance Framework - Maintaining a strong governance framework including MBRs, QBRs and Townhalls. This is to facilitate performance management, feedback mechanisms and effective communication between LM stakeholders and their offshore teams.
3. Performance Management - Ensure robust tracking of progress including performance monitoring of the offshore delivery and building action plans around deficiencies.
4. Liaising with internal stakeholders and strategic vendor partner(s) eventually leading to fostering of closer working relationships
5. Internal Audit – Ensure correct invoicing, transformation benefits delivered, and operational efficiencies and quality delivered by the vendors in line with the MSA/SOW (contractual agreements)

1. Talent Management

2. Managing Development Program (DP): Design and help run a training engine to cater to different kinds of skillsets spread across P&C domains.
3. Staffing and Hiring needs - Help offshore team staff with ongoing requirements and backfill for positions as and when team members leave.
4. People and Engagement - Rewards and recognition framework (R&R activities & joint calendar)

1. Strategy and Transition Management

2. Support business identification/opportunities in the global markets related to outsourcing, feasibility analysis and set-up.
3. Proactively find bottlenecks in account and delivery management and effectively communicating them to stakeholders. The incumbent would also be expected to lend a hand as and when required to help the offshore team tide over challenges.
4. Support offshore transitions and project management. Provide consultancy to offshore/onshore managers to drive successful transitions and offshoring benefits.

Qualifications:

• Master’s in business administration from Top Tier Institute. Higher education in P&C Insurance (i.e., MBA, ACII, CPCU or FIII) is preferred.
• 10+ years of relevant work experience in Insurance Industry (preferably P&C). Experience in end-to-end offshore Insurance Claims Operations life cycle management.
• 5+ years of experience in people, project, transformation, governance and program management
• Strong MS Office Skills - Story Boarding using MS PowerPoint
• Proven experience in working with / managing cross-functional teams.

Benefits:

We value your hard work, integrity and commitment to positive change. In return for your service, it’s our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please speak to our Local Talent Advisor.

Other Local Benefits*

Group Mediclaim Insurance cover:

Group Life Insurance cover:

Group Personal Accident Insurance cover:

Flexi-pay components:

Gratuity:

The above benefits are subject to management review. The company reserves the right to append / delete any of the clauses / provisions mentioned above as it may deem appropriate from time to time.