The Manager, BA Support & Business Process is responsible for the management of 2-3 business process and support staff comprised of BA's & PM's that will assist with documenting, implementing and improving the claims process for all Connected Living Claims Operations.

Additionally, you will support functions for the claims process including implementations and support on production issues (working with business and IT to identify the root cause, validate the changes and coordinate roll out), supporting BA/Business team on UAT (User Acceptance testing) on assigned projects and managing implementation, testing, and support on assigned Connected Living applications that support the Claims Operations teams.

Collaborate with cross-functional areas externally and internally in the implementation of new systems, system enhancements, and process improvements.

This job requires someone who can work with minimal supervision and reports to the Senior Director of Claims Process for Connected Living.

Primary Responsibilities

Claims Operation Support

• Responsible for implementation new clients & claims processes within Connected Living
• Responsible for identifying and correcting inefficient and poor customer experience processes, continuous process improvements (including claim systems for CARE center, web and Telecom)
• Responsible for ensuring that post production issues are resolved on time and communication is maintained with business and IT through resolution
• Responsible for documenting and updating (Change Control) all claims process within Claims Operations for Connected Living
• Document and Manage User Acceptance Testing for assigned projects
• Manage Intake process for new client implementations & process improvements for Connected Living
• Create new support processes as it becomes necessary, and continues to improve them to decrease support costs and improve customer satisfaction
• Actively collaborate with IT BA teams with writing requirements and test plans for implementations and improvements.
• Actively collaborate with various business partners (Marketing, Customer Experience, Compliance, Account Management) to review processes

Strategic planning and ongoing improvements

• Creates short- and long-term plans for the team.
• Proactively manages staffing, and ensures proper staffing and training to support changing business needs
• Gains and maintains in-depth understanding of Connected Living products, clients, systems and applications

Building Organizational Talent

• Builds strong team with skills and desire to learn and grow as the business demands
• Provides ongoing leadership and management, including goals setting, career development, training, coaching and feedback
• ATM: Conduct reviews, Development plans, performance notes, etc.
• Talent Management: staffing, retention, etc.

BASIC QUALIFICATIONS:

• BA/BS Degree in related field or 3 years of equivalent experience
• 2 years of prior claims experience
• Prior experience writing and executing project plans
• 2 years experience, managing teams
• 3 years experience working in operations, claims, or similar
• Experience developing processing procedures, change control and in-take management

SPECIAL SKILLS AND ABILITIES REQUIRED:

• Excellent Organizational skills with attention to detail.Excellent Project Management skills.
• Ability to deal with all levels of the organization in a professional and timely manner.
• Makes sound decisions with minimal supervision.
• Strong analytical skills, with an interest and ability to understand and use BA and business processes.
• Prior knowledge on working with HRO and/or Mobile (Connected Living) business processes
• Excellent oral and written communication skills to effectively communicate with internal and external personnel: creates and executes communication plans where appropriate; has clear written and oral communication; maintains attention of others; adjusts to ensure understanding and results
• Requires ability to multi-task, and meet deadlines while producing quality work: Prioritizes; Prepares; Schedules; Leverages resources; Stays focused
• Develops in-depth understanding of the EPS/Mobile systems; understands technical terminology and developments; performs complex data queries, manipulations and analysis

PREFERRED QUALIFICATIONS:

• 5 years of prior claims experience
• 4 years experience managing teams