Combined Insurance Regional Claims Digital Business Manager in United States

Key Objective

Working closely with the Head of Claims Performance and Development your main responsibilities will be to assess our digital initiatives and capabilities (including business systems and applications) and defining, documenting, modifying, recommending processes and process changes to support the delivery of the enhanced technology driven digital channel experience.

On a day to day basis the role has overall responsibility for driving business analysis and requirement-gathering workshops during all phases of our Digital projects. You will help develop the technical drivers and specifications, monitor progress and ensure successful delivery.

In addition you will provide subject matter expertise on robotics process automation (RPA) initiatives. You will collaborate with business stakeholders to understand and advise on business processes to define RPA solutions that support and enhance new & emerging enterprise initiatives. You will provide direction to RPA resources on the development and implementation of RPA solutions.

This position will also drive the fast tracking and straight through processing (STP) initiatives of claims to drive efficiencies and excellent claims service. This will entail from helping to design the insurance products, process and IT changes, RPA opportunities and any other Digital tools such as bots to automate the claim handling process.

Major Duties & Responsibilities

  • Be responsible for understanding, analysing and interpreting business requirements and needs, liaising with key stakeholders to ensure that deliverables meet the needs of both internal departments and end users.

  • Prepare requirement analysis and business cases for new projects, for both systems and processes.

  • Develop project scope documents including but not limited to Standard Operating Procedures (SOP’s), functional and technical specifications, test scripts and cases etc.

  • Think outside of the box to support the business in delivering its strategic objectives rather than just responding to a pre-defined request.

  • Work closely with other business areas as required (Digital/IT/Business Partners) to understand interdependencies and associated pipeline and priorities for projects.

  • Ensure that legal & regulatory requirements are met, and professional standards are applied to all online developments, including data protection.

  • Dealing with, and managing, scope and project changes

  • Evaluate and assess existing processes, systems and databases in order to maximise value to the users and achieve operational effectiveness

  • Run requirements workshops and meetings with business and digital stakeholders

  • Map out critical workflows and business processes to realize product/program goals

  • Work closely with the digital and project teams to assure effective communication of requirements and rapid delivery of key product releases

  • Specify acceptance criteria and scenarios and perform and oversee UAT as needed


  • Good interpersonal and communication skills

  • Excellent time management skills, well organized and able to effectively prioritize tasks to meet required deadlines

  • Ability to multi-task and work in a fast paced environment

  • Independent worker and analytical thinker with ability to conduct investigation and data analysis

  • Strong attention to detail

  • Strong analytical skills (business solutions, problem solving, creative thinking etc.).

  • Strong work ethic with a positive, can-do attitude

  • Advanced MS Excel skills and strong presentation skills – ability to present at different levels and using various tools (PowerPoint experience a must).

  • Project management experience will be preferred

  • Excellent knowledge of online trends and digital development, and a passion for all things digital.

  • Knowledge of project mapping and change management process.

  • Working knowledge of digital development processes including requirements gathering, design, QA, deployment strategies, and development tools and technologies.

  • Preferred: Experienced in directly communicating with and managing expectations of both internal and external executive stakeholders.

  • Fully Bilingual – English/Spanish – Portuguese good to have


  • 5 Experience in A&H and/or Personal Lines claims handling

  • Experience directly or indirectly in the Digital space preferred

  • Experience in designing efficient claim process flows

  • Experienced with working in a cross-functional team and with team members in different geographical locations


    Degree Business Administration

Job: *Claims

Title: Regional Claims Digital Business Manager

Location: null

Requisition ID: 317696