Claim Manager - Analytics

About Arbella

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

• On-site gym and fitness classes and one-on-one personal training
• On-site nurse, nutritional counseling, and mental health resources
• Full-service cafeterias
• Free shuttle service to Quincy Adams T Station
• 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!

About the Role

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. They will also support multiple contact centers with optimizing and enhancing resource utilization, business practices, and customer contact capabilities.

The team will complete high-level and complex data/performance analysis and produce a regular suite of monthly and quarterly reports. The Work Force Management group will analyze real-time and historical data, provide insights and recommendations to improve business trends, processes, service levels, and key performance metrics in a customer-focused multi-channel contact center environment.

The role requires collaboration with IT and the Claim IT Liaison to understand how system changes will impact data feeds and warehousing needs. The manager must ensure the highest quality, accuracy, and data integrity of all report extracts, query activity, and analysis provided to the business. This individual should understand the numbers behind the business to act as a thought partner.

Responsibilities

• Manages day-to-day operations of the Claim Analytics team, Work Force Management, and Operations Analytics team, including capacity and resource planning, prioritization, and optimization of the team’s bandwidth.
• Works to understand the business and partners with business owners to develop necessary analysis to understand operational trends, including ad hoc analysis based on emerging issues.
• Shares observations from analysis and investigates 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.
• Assigns projects to the team after reviewing business requests and needs; assesses current data structure, sources, and resources, and allocates accordingly, making recommendations for resources and access as appropriate.
• Ensures proper controls are in place to generate complete, accurate, and easy-to-use products for end-users. Ensures reporting is timely, well-organized, and in an appropriate presentation format.
• Cultivates a strong communication network to ensure insights are easy to understand and actionable, adapting methodologies to meet end-user needs.
• Selects, trains, and develops an effective and efficient team of analysts who learn the business by understanding the numbers.
• Spends time coaching, mentoring, training, and developing staff while addressing work-life balance.
• Ensures all analysis and reporting are well-documented, with process and source documentation created and updated to preserve data integrity and traceability.
• Supports Data Governance objectives and acts as Steward for the Claim Organization.
• Acts as Claim and Operations Analytics representative in IT/Underwriting/Organizational changes that impact data.
• Participates in other projects and activities as requested.

Success Metrics

• Achieve performance goals set in support of the business plan while successfully demonstrating Manager competencies.
• Delivers accurate, timely, and reliable reporting and analysis to both internal and external customers.
• Creates an excellent work environment that delivers high levels of employee engagement and fosters a creative and innovative culture to drive continuous improvements.
• Builds strong, effective partnerships with Corporate Finance, Actuarial, and Underwriting.
• Acts with a sense of urgency commensurate with the concern, issue, or task, in light of company, department, and customer impact.

Requirements

• Master’s Degree – preferred.
• Capable of analyzing and interpreting complex claim data and trends to convert data into actionable insights and 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 of experience in insurance Claim or Finance.
• Bachelor’s Degree plus 5-8 years of 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 information displays and reports.
• Proven project management skills; ability to plan, execute, and control a project, establish realistic estimates, report metrics, and effectively allocate limited resources.
• Strong negotiation, conflict resolution, and influencing skills.

Skills

• Microsoft Office – Advanced
• Tableau/Lumira or other visualization software
• Business Objects – Advanced
• Claim Vendor system knowledge
• SAS/SQL – Intermediate
• Internet/Intranet knowledge
• Claim System Applications – Intermediate

Pay

Our current reasonable and good faith estimate of the annual salary wage range for this position is approximately $145,000 to $165,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role, and other organizational needs.