Job Description

As Business Process Owner (BPO) for Claims Management , you are responsible for the global set up, standardization, maintenance and improvement roadmap of the Customer Claims process. You own the end-to-end claims lifecycle: from the moment of capture on customer portal through claim orchestration and validation, to providing first time right resolution to the customer, ensuring proactive monitoring and non-conformity management.

You are an integral part of the Claim-to-Resolution Sub-Value Stream (within Offer-to-Cash Value Stream), building a deep as-is business understanding while designing a standardized and frictionless to-be process within the existing and new technology landscapes, aligning and translating business requirements with digital architecture and organizational structure.

1. Strategic Process Ownership & Roadmap

• Define the global strategic direction for Claims Management and Workflows across multiple routes-to-market in collaboration with Business Owners, including functional integration of the Customer Claims Portal to ensure a unified process flow from customer submission to final resolution, with top notch Customer Experience as guiding design principle

• Develop and maintain maturity roadmaps that drive the organization toward first-time-right claim resolution and claim prevention

• Align the process domain with the overall enterprise strategy and transformation milestones.
  

2. Future-State Process Design & Transformation

• Lead the to-be design and deployment of L3-L5 processes, ensuring they are benchmarked against industry standards & external best practices to achieve operational excellence

• Drive transformation of the Claims Management landscape by incorporating current market trends and innovative technologies into the process design

• Harmonize global standards while balancing local regulatory needs and customer centricity
  

3. Change Management & Impact Assessment

• Conduct Impact Analysis to identify how new designs affect organizational roles and skills.

• Execute change management strategies (ADKAR) to ensure global adoption of new workflows.

• Partner with regional stakeholders and training leads to prepare the global workforce.
  

4. Performance & Continuous Improvement

• Establish and monitor a global dashboard of KPIs, including Claim Resolution Cycletime, Digital Claim Rate and Customer Satisfaction Index.

• Perform root cause analysis on process inefficiencies and non-conformities to refine orchestration logic and eliminate waste.

• Identify & drive continuous improvement initiatives to optimize Customer Claims Process
  

5. Governance & Stakeholder Management

• Represent the Customer Claims process in Transformation,Regional &Global Governance Forums

• Manage the RACI structures and decision-making bodies associated with the Claims Management domain

• Act as the primary business partner for IT, Data, Compliance, and Operational leaders to ensure cross-functional alignment

HowtosucceedYourprofile

• Bachelor’s or Master’s degree in Business/Economics, Supply Chain, Engineering, Business Administration or a related field.

• 2+ years experience in Business Process Analysis and/or Ownership, Process Architecture, or Value Stream Transformation in a global context

• Readiness to lead process design and execution in complex, multi-entity organizations.

• Experience with CRM/Case Management systems (e.g., Salesforce, Microsoft Dynamics, SAP, etc) and recent trends in Customer Service Processes

• Affinity with modern, enterprise-grade digital architectures

• Proactive Deep-Dive & Execution: A self-starter with exceptional attention to detail who can perform granular process design and manage end-to-end workflows independently with minimal supervision

• Process Modeling: Knowledge of process modeling methodologies (BPMN ) and the ability to maintain a process hierarchy.

• Strategic Integrator: Ability to work with High-Level strategic input and integrate into process design

• Tool Proficiency: Experience with process modeling and governance tools (LeanIX, Jira ) and data visualization platforms is a strong plus

• Navigational Agility Comfort with ambiguity and the ability to define structure in evolving environments.

• Collaborative Mindset: You thrive in a team-oriented environment, bringing strong communication skills and a commitment to transparency and collaboration across all levels of the organization.

• Travel Flexibility Occasional travel (about 10-20%) may be required for project collaboration and stakeholder engagement.