Business Process Owner Claims Management

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

How to succeed / Your profile 

• 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.