Claim Manager

Why Arbella?

At Arbella, we’re focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, and competitive salaries and benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company.

Other perks include:
• Company nurse, nutritional counseling, mental health resources and onsite gym
• Tuition assistance programs
• Opportunities to get involved: Arbella Activities Committee, Diversity and
Inclusion Council and more.
• A company committed to community: volunteer opportunities, employee- led
community efforts and the Arbella Insurance Foundation
• Robust training, mentorship, and professional/personal development
programs
• Colleagues who genuinely care about each other

Arbella is committed to building a workplace that’s diverse, inclusive, and equitable for everyone. We’ve created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.

It’s no wonder our employees have voted Arbella one of the Boston Business Journal’s “Best Places to Work” every year since 2009!

The Manager of Analytics for Claim leads the Claim Analytics, Operations Analytics, and Call Center Work Force Management functions. The manager will be responsible for defining, developing and communicating data, analysis, and insights related to business and performance trends for the Claim and Operation departments. S/he will also support multiple contact centers with optimizing and enhancing resource utilization, business practices and customer contact capabilities.

The team will be expected to complete high-level and complex data/performance analysis along with producing a regular suite of monthly and quarterly reports. The Work Force Management group will analyze real-time and historical data, provides insights and recommendations to improve business trends, processes, service levels and key performance metrics in a customer focused multi-channel contact center environment. S/he will be expected to collaborate with IT and the Claim IT Liaison to understand how system changes will impact data feeds and warehousing needs. Must ensure the highest quality, accuracy, and maintain data integrity of all report extracts, query activity, and analysis being provided to the business. This individual should understand the numbers behind the business so that they can be a thought partner.

Key Responsibilities:

• Manages day to day operations of the Claim Analytics team, and Work Force Management and Operations Analytics team, which includes managing the capacity and resource planning within the teams, ensuring proper prioritization and optimization of the team’s bandwidth.

• Must work to understand the business and partner with business owners to develop the necessary analysis to understand operational trends. Analysis may need to be ad hoc based on emerging issues.

• Shares observations from analysis and helps to investigate drivers to help the business understand what action needs to be taken

• Delivers monthly and quarterly reports, timely, to business users including Finance and other external business partners. 

• Assign projects to the team after reviewing business requests and needs that emerge from business trends; assesses current data structure, sources and resources and allocate accordingly, making recommendations for resources and access, as appropriate.

• Ensures that proper controls are in place to generate a product that is complete, reviewed for accuracy and easy to use for end-user.  Ensure that reporting is timely, well organized and in appropriate presentation format. 

• Cultivates a strong communication network to ensure insights are easy to understand and actionable - adapting methodologies to meet end user needs.

• Select, train and develop an effective and efficient team of analysts that will also learn the business by learning the numbers.

• Spend time coaching, mentoring, training, and developing their staff, addressing other responsibilities that need to be done at this level, and an appropriate work-life balance has been achieved.

• Ensure that all analysis and reporting is well documented, and that process and source documentation is created and updated to preserve data integrity and traceability.

• Support Data Governance objectives, act as Steward for Claim Organization.

• Act as Claim and Operations Analytics representative in IT/Underwriting/Organizational changes that impact data.

• Participate in other projects and activities as requested

Success Metrics:

• Achieve performance goals set in support of business plan while successfully demonstrating Manager competencies

• Delivers accurate, timely and reliable reporting and analysis, to both internal and external customers

• Create an excellent work environment that delivers high levels of employee engagement and fosters a creative and innovative culture to drive continuous improvements

• Build strong effective partnerships with Corporate Finance, Actuarial and Underwriting

• Effectively identifies emerging trends, understanding the drivers, and works with business partners on a plan to address any deteriorating results.

Computer Software Programs Required:

• Microsoft Office – Advanced

• Tableau/Lumira or other visualization software

• Business Objects - Advanced

• Other:  Claim Vendor system knowledge

• SAS/SQL - Intermediate

• Other:  Internet/Intranet knowledge

• Claim System Applications - Intermediate

Training, Education, Special Skills Required:

• Masters Degree – preferred

• Capable of analyzing and interpreting complex claim data and trends to enable the conversion of data to information to reveal claim performance trends, and information to actionable opportunities to drive continuous improvement in operations.

• Ability to assess project risks and exposures; identify options and alternatives, make decisions, and implement improvements.

• General knowledge of industry, practices, standards, and concepts within related operations and field of work.

• Associates Degree equivalent plus 10 years experience in insurance Claim or Finance

• Bachelors Degree plus 5-8 years experience in insurance Claim or Finance

• 2-4 or more years of leadership experience is desired.

• Proven analytical, problem solving, and decision making abilities particularly in the area of information displays and reports.

• Proven project management skills; ability to plan, execute and control a project, establishing realistic estimates and reporting metrics, effectively allocate limited resources.

• Strong negotiation, conflict resolution, and influencing skills.

#LI-MG1