Quality Assurance SME - Mandaluyong - Chubb

    Chubb
    Chubb Mandaluyong

    1 linggo ang nakalipas

    Paglalarawan

    Performance Development SME role collaborates closely with the Performance Development Team Lead and Claims Manager to drive and implement strategic process improvement initiatives that optimize team efficiency and customer service. This role is pivotal in fostering a culture of continuous improvement, accountability, and operational excellence. The Performance Development SME is responsible for supporting claims operations through data-driven insights, quality audits, training, and transition management, ensuring best practices are integrated throughout the claims process.

    Key Responsibilities:

    • Collaborate with the Team Lead and Claims Manager to identify, prioritize, and implement process improvement opportunities using methodologies such as Lean, Six Sigma, or Agile.
    • Conduct regular assessments of claims processes to identify inefficiencies, bottlenecks, and opportunities for improvement.
    • Analyze performance data and metrics to evaluate process impact on team efficiency and customer satisfaction.
    • Oversee and support the design and execution of process improvement projects, ensuring alignment with organizational goals.
    • Develop and maintain comprehensive frameworks for claims support functions, including reporting, quality audits, and structured training programs.
    • Lead or facilitate training sessions and workshops to educate team members on new processes, tools, and best practices.
    • Support the transition of new products and services to the claims team, coordinating with stakeholders to ensure readiness and smooth implementation.
    • Develop and maintain documentation related to process improvements, including SOPs and training materials.
    • Monitor and evaluate the impact of implemented improvements and transitions, providing feedback and recommendations for further enhancements.
    • Foster a culture of continuous improvement by encouraging feedback and suggestions from team members.
    • Stay updated on industry trends and best practices related to claims management and customer service.
    • Assist in the creation, monitoring, measurement, and analysis of standardized processes.
    • Communicate significant quality issues and business opportunities to key management stakeholders.
    • Provide support to Reports Analysts and Team Leaders to ensure reports are accurate and reliable.
    • Perform other duties as assigned.

    Experience & Qualifications:

    • Minimum of 3 years' experience as a Quality Assurance Subject Matter Expert (SME), or in a similar role focused on process improvement or project management, preferably within the insurance or claims management industry.
    • Strong understanding of continuous improvement methodologies (e.g., Lean, Six Sigma) and experience in implementing process improvements.
    • Claims insurance background is preferred but not required.
    • Demonstrated experience in using management information/data insights to drive improved processes and performance.
    • Experience with transition management and change management principles.
    • Proficient in project management tools and Microsoft Office Suite (Excel, Word, PowerPoint).
    • Excellent analytical and problem-solving skills, with the ability to assess complex situations and develop effective solutions.
    • Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
    • Exceptional coaching skills.
    • Strong sense of ownership, highly productive and efficient, with a business-like and delivery-focused approach.
    • Logical thought processes, attention to detail, and highly organized.
    • Ability to juggle multiple projects and work effectively to deadlines under pressure.
    • Able to maintain positive and productive relationships with teams, peers, and managers, ensuring a high degree of responsiveness to requests.
    • Possess strong customer service orientation.
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Mandaluyong City