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VP, Process & Automation - Claims / Operations

Chicago, IL, USA | Combined Insurance

  • Industry:
    Insurance - Health & Life
  • Position Type:
  • Functions:
    General Management
    Operations / Production
  • Experience:
    7-10 years
Job Description:
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Combined Insurance, is seeking a V.P. Process & Automation - Claims / Operations to join our fast-paced, high energy, growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!


This position will play an important supportive role in the efficient and effective operation of an A&H claim organization including operating model design, end-to-end process management and technology. This person will enhance and lead the claims-wide shared services team, supporting the Claims Concierge Center (FNOL) and Adjudication Teams for North America.In addition, he/she will play a critical role in driving the implementation and change management agenda for Claims Strategic Initiatives, promoting a performance culture of continuous improvement.


Partner with functional leaders to define and execute an operational excellence strategy to achieve goals and priorities for claims organization

Lead various Claims and Corporate initiatives to ensure the successful execution of clam handling due to future growth initiatives across multiple channels.  

Support initiatives to build external brand awareness – customer experience, customer feedback, social media and marketing.

Negotiate with project stakeholders to identify resources, mitigate risks, resolve issues, and provide key performance indicators

Identify opportunities and make recommendations for efficiencies through people, process, and technology

Facilitate process redesign effort to improve the quality and/or minimize process cost. Utilize data analysis and process modeling to craft appropriate solutions that meet business requirements. Execute on findings by presenting optimization efforts to senior leadership

Evaluate current metrics to further refine departmental standards based on industry standards and corporate goals.  

Act as a Change Agent and work with appropriate stakeholders to resolve roadblocks; influence changes in behavior by establishing best practices for monitoring performance and assisting managers with effective use and allocation of resources.

Continuous improvement of processes – establish strong working knowledge of end to end claim handling, align with key opportunities.  

Accountable for successful implementation of projects with resource support from the Operations Strategy and Performance team

Leverage resources to execute new business effectively by integrating new processes into existing workflow





Demonstrated ability to analyze people, processes and technology to effectively prioritize and implement changes to improve customer experience

Ability to synthesize large amounts of data to identify trends and anomalies that have material impact to the Claims department and/or organization

High degree of analytical skills, data-driven and fact-based. 

Excellent written and verbal communication skills.

Ability to collaborate and influence others 

Out of the box thinker who can take a step back and find alternative solutions. 

Strategic thinker who understands how the Claims Department interfaces with the broader organization to effectively partner with other business leaders


Bachelor’s Degree or equivalent work experience.

7+ years of Claim Handling experience or specialty function within a broad Claims Unit; preferred

Proven track record leading business process engineering/analysis in insurance, claims, or financial services

Certification as a Six Sigma Green Belt or Black Belt (Lean preferred) or Six Sigma Process Engineer or equivalent experience

Experience in Intelligent Process Automation (Robotics, Machine Learning) is preferred

Experience working in a multi-discipline, matrix structure team fostering collaboration and team work

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