Disability and Absence Process Owner - REMOTE at Guardian in Bethlehem, Pennsylvania

Job Description:

Position Summary

The Disability and Absence Process Owner is responsible for representing the business regarding technology and operational business practices. The Process Owner must be able to make critical decisions, manage, and resolve complex issues that pertain to technology builds, enhancements, defects, functionality, change request and backlog. This position will serve as the primary resource for matrix partners and operations and be held accountable for representing the business in process and technology enhancements and appropriately engaging leadership for signoff. The Process Owner is responsible for leading efforts to identify operational efficiencies/process gaps and develop plans to solve through technology or process improvements. This role works with technology vendors, project teams, sales, product, operations, and reporting to enhance the overall experience for the customer, client and end user.

Process and Technology Improvement and Development

• Collaborate with business partners including but not limited to Long Term Disability, Account Management, Finance, Underwriting, Product, Training, Reporting, Compliance and Actuary


• Provide direction to project team or IT and stakeholders and assist with development of business requirements


• Assist IT and matrix partners with technology development, backlog management, iteration planning, and elaboration of the user stories


• Discuss system requirements business stakeholders to ensure understanding and approval


• Participate in system demonstration sessions


• Serve as a subject matter expert for business matrix partners on issue resolution and fallout


• Understand business needs and the ability to articulate those needs to business matrix partners as well as translate those needs into Agile user stories.


• Work with cross functional business areas to identify issues and implement actions plans until system issues are resolved


• Ensure business is prepared for all technology updates and releases


• Develop system functionality to ensure claims are managed within published guidelines


• Prioritize backlog, defects and sprints to ensure best possible outcomes for customer, client, and end user


• Approve product release plans for business checkout and post quality implementation audit


• Submit, review and analyze ongoing change requests as well as align with business priorities and outcomes


• Partner with project team or IT to create and or ongoing system enhancements


• Drive Continuous Improvement in Claim Policy and Process


• In partnership with leadership design or redesign operational processes to improve operational efficiency


• Analyze, implement, and update processes to ensure company goals are met


• Determine critical root cause analysis to drive strategic change to improve current and future processes


• Communicate and partner with training team to ensure processes are consistently transferred across the organization


• Analyze the effectiveness of current process and develop strategies to improve effectiveness


• Provide technical and analytical support on various process strategies


• Manage multiple projects or initiatives at one time


• Request and evaluate data to drive process strategies and enhancements


• Consistently evaluate business processes to ensure business is operating in compliant and efficient manner

Reporting Relationships

• This position reports to the Assistant Vice President, Group Disability Claims who, in turn, reports to the Vice President, Group Claims.

Functional Skills

• Ability to deliver messages and communicate with business leadership and vendor partners


• Exhibit strong analytical and problem-solving skills, with the ability to shift quickly from project to project


• Excellent presentation skills


• Strong PC skills, including Microsoft Office applications


• In depth knowledge of Group Products, STD, FML, LTD, and mandated state and federal regulations


• Understanding all product lines and impact to client and customer portals


• Experience leveraging data to make decisions


• Capacity to make independent determinations


• Ability to create and implement contingency plans


• Knowledge of Agile processes

Leadership Behaviors

• Empowers employees to take the initiative to further team and company goals


• Creates a safe environment to try new ideas and make mistakes


• Demonstrates the courage to make difficult decisions and have candid conversations


• Encourages candor and transparency


• Communicates the business need for change


• Leads effectively in ambiguous environments


• Builds commitment to achieve goals and deliverables


• Balances risk with growth opportunities


• Maintains a strong external focus, voice of customer, industry and regulatory


• Strategically aligns processes and resources to future goals and objectives

Position Qualifications

• Minimum of 10 years of disability claims experience including STD, LTD, Absence, PFL, and State Mandated Leaves


• Bachelor's Degree in related field and/or equivalent relevant disability work experience


• Previous leadership experience in decision making, trouble shooting, staff development, and related skills and abilities


• Strong Knowledge of Group Claims business processes, products, and services

Travel

• Some travel to other locations and conferences

Guardian has been helping people protect their futures and secure their lives for more than 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. As one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at guardianlife.com

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

© Copyright 2019 The Guardian Life Insurance Company of America, New York, NY.

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