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Sr. Manager; Metrics, Quality & Process Improvement

| Chicago
  • Job Description Summary

    The Senior Manager, Metrics, Quality & Process Improvement plays an integral role in enabling a sustainable Process Improvement culture. This is a new role intended to (1) identify and implement process Improvement projects that reduce cost, improve effectiveness, and improve productivity and (2) build the Process Improvement competencies of others throughout Casualty based on operational and quality metrics, data-driven prioritization, and multi-layered employee interventions, including workshop delivery as well as on-the-job knowledge sharing and coaching. A value-stream centric approach, strategically aligned and supported by the Casualty Leadership Team, is expected to ensure appropriate focus on internal and external customer expectations.

    The role will partner closely with process owners, business leaders, and key stakeholders, to drive process improvement and operating model changes via various projects with emphasis on root cause analysis, solution ideation, design and execution to drive operational effectiveness and efficiencies. The role includes management of Metrics and Quality functions, and will span data collection, analysis and reporting for operational, contractual and quality priorities. Analysis and Report is expected to identify operational trends as well as early warning signs of customer dissatisfiers to increase overall Casualty performance above and beyond baseline service level agreement requirements. The ideal person will enjoy learning new things and working on a variety of projects.

     

    Job Duties

    • Manage collaboration with organizational leadership, front-line staff, and key stakeholders in formulating plans to address identified concerns.
    • Synthesize operational, contractual, and quality data with interpretation informed by clinical knowledge of casualty claims.
    • Recommend strategies to improve operational policies and procedures.
    • Establish quality monitoring activities necessary to support operational and nursing quality analyses and the evaluation of processes and workflows to improve operational quality, TAT and efficiency.
    • Understand and complies with HIPAA regulations as they relate to privacy limits embedded within technology and state regulations.
    • Plan, design, and optimize the execution of Casualty processes to promote operational efficiencies and process improvements, while following appropriate process improvement methodologies (e.g. Lean Six Sigma principles, DMAIC, etc.) to implement process improvements.
    • Design, construct, and execute complex analyses to meet business case requirements using self-sourced  (observations, testing, interviews and custom data capture) and collected data.
    • Oversee root cause investigation, problem solve, articulate conclusions, and communicate recommendations to the leadership team.
    • Engage cross-functionally across the enterprise to design solutions, develop test and implementation plans, drive results, and resolve issues encountered by the team.
    • Maintain the ability to self-assess and course-correct as necessary.
    • Prepare material and presentations for the Casualty business in a way that adds value, is easily understood by others who may not have the same background or expertise, and improves the operational efficiency of the business.
    • Communicate and influence at all levels of the organization.
    • Foster regular communication and increases collaboration between the global organization with the regions and/or affiliates.
    • Identify opportunities for standardization of the processes, training and metrics across the global organization.
    • Identify and develop standard templates/toolkits related to processes, training and metrics for regional and/or affiliates to leverage.
    • Identify and share best practices across the global organization.

     

    Qualifications

    • Bachelor’s degree required, MBA and/or Lean Six Sigma preferred.
    • Casualty claims adjuster experience preferred.
    • Experience with clinical/medical terminology preferred.
    • 7-10 years of experience of analysing data, process improvement and identifying larger trends for future forecasting.
    • 3-5 years’ experience managing a team and leading/supporting multiple projects.
    • Familiar experience with Tableau, SQL Server.
    • Strong process management expertise (Lean Six Sigma Green Belt or higher preferred).
    • Experience with tracking process performance, monitoring processes using dashboards and technologies preferred.
    • Understand clinical perspective and carrier expectations.
    • Experience with documentation standards and good documentation principles/best practices.
    • Excellent multi-channel communication skills.

     

    Why Choose CCC:

     

    We promote a healthy work-life balance and offer generous benefit plans and resources designed with employee satisfaction in mind.
    What we value is simple - customers, employee commitment, collaboration and clear communication.

    We hire people who will embrace the company’s goals and productively contribute in ways that help us serve the customer, innovate, and stay strong.
    We make it a priority to keep employees healthy, happy and enriched.

     

    • Healthy - Wellness programs, competitive medical benefit offerings
    • Happy – Recognition programs, a confidential employee assistance program, Perkspot/employee discount program and potentially flexible work arrangements such as staggered start times
    • Enriched – Tuition reimbursement, training and learning programs, and leadership development opportunities

     

    Our corporate headquarters is located in downtown Chicago within the historic Merchandise Mart—a certified LEED (Leadership in Energy and Environmental Design) building.

     

    Please Note: Contingent Workers, Field Inventory Representatives and Interns are not eligible for the benefits above.

     

    CCC Information Services was recognized by Forbes as one of America’s Best Mid-Sized Employers in 2018 and ranked #17 in the Top 100 Digital Companies in Chicago in 2017 by Built In Chicago.

     

    CCC is ready to help you shift your career into high gear. Let's get started!

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Location

Two city blocks and twenty-five stories of innovation and culture. theMART is interwoven into the fabric of Chicago’s history as an innovator in tech

An Insider's view of CCC

How would you describe the company’s work-life balance?

I've been here 5 years, and I learn something new everyday. I have the opportunity to grow my skill set, the flexibility to spend time with my family, and the support to accomplish my professional goals.

Prasanthi

Manager, Quality Assurance

How do you collaborate with other teams in the company?

There is a strong focus on learning and progressing from missteps, with the ultimate goal of making sure we meet
business needs. I have the flexibility to talk directly to people outside of my immediate team which speeds up the delivery process, and aids in responsiveness.

Jennifer

Services Delivery Manager - Austin, TX

How has your career grown since starting at the company?

When I started as an intern at CCC, I was trusted to work with extraordinary technology. Now, as a DevOps Manager, I get to work on those technologies and new ones with other pioneers - that type of innovation ignites my creativity.

Amin

Manager, DevOps

How do you empower your team to be more creative?

Our teams are technically adept and highly capable. Equally, if not more importantly, they have a passion and desire to learn. We're not satisfied just cranking out code, there is a strong desire to learn about our customers and be creative

John

Director, Product Development

How does the company support your career growth?

Employees get to learn about multiple products across our entire customer base. This allows employees to figure out what area aligns best with their strengths and interests, and where they are looking to grow.

Susanne

Manager, Operations

What are CCC Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
CCC's Flexible Spending Accounts (FSA) help employees cover out-of-pocket expenses with pre-tax contributions for medical, dental, vision, prescription drug, and dependent care expenses.
Disability Insurance
CCC provides short-term and long-term disability insurance.
Dental Benefits
CCC provides two dental plans with Aetna, PPO and DMO.
Vision Benefits
CCC provides two vision plans with VSP.
Health Insurance Benefits
CCC offers four medical plans offered through BCBSIL (PPO, Health Savings Account [HSA], Health Care Account [HCA], and Kaiser Permanente HMO.
Life Insurance
Pet Insurance
Wellness Programs
CCC's wellness programs includes bio-metric screenings, financial wellness, and weight loss programs. All of these are provided free of charge.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
CCC offers ROTH and/or pre-tax contributions.
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
CCC allows employees to work remotely pending their team and manager's discretion.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Monthly in-house happy hours organized by our CCC employees. Often have themes for each month depending on time of year.
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
CCC offers tuition reimbursement to an accredited academic institution for all full-time employees up to $5,250 annually.

Additional Perks + Benefits

We know that investing in employee development is crucial. Employees have access to the CCC Learning Academy. The CCC Learning Academy was created as an internal platform for you as an employee. You come here to learn new skills such as time management, cooking, financing a home or career and business development. We empower our employees to learn within these four walls, but then go out and collaborate on these ideas with friends and family

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