Performance Analyst

3 weeks ago

Mandaluyong, Philippines Chubb Full time

Continuous Improvement and Transition Support Officer (Performance SME) Chubb Mandaluyong, National Capital Region, Philippines Role Purpose Deliver and implement process improvements that enhance operational efficiency and ensure excellent customer service. Additionally, facilitate the smooth transition of product or service changes to the CBSP Claims team. Key Responsibilities Collaborate with the team to identify improvement needs and manage the end‑to‑end process from discovery to implementation and post‑analysis. Develop trust‑based relationships and work closely with senior stakeholders to define improvement priorities and foster a continuous improvement culture. Ensure adherence to effective quality processes and utilize appropriate tools (e.g., Lean Sigma) to drive continuous improvement. Lead initiatives that improve customer service quality and ensure the claims team meets or exceeds SLAs. Own rigorous, auditable outcomes and measurements to drive sustained process improvements within supervised projects. Create and maintain documentation related to process improvements, including SOPs and training materials. Act as the main point of contact for the transition of new products and services to CBS, keeping stakeholders informed. Support Reports Analyst and team leaders in generating accurate, reliable reports. Collaborate with regional claims teams on forward projects and process improvement opportunities. Analyze current processes and workflows, developing and implementing strategies that enhance efficiency and effectiveness. Facilitate training sessions and workshops on new processes, tools, and best practices. Monitor and evaluate the impact of implemented improvements, providing feedback and recommendations for further enhancements. Encourage a culture of continuous improvement by soliciting feedback and suggestions from team members. Stay updated on industry trends and best practices related to claims management and customer service. Perform other duties as assigned. Experience Strong understanding of continuous improvement methodologies (e.g., Lean, Six Sigma) and hands‑on experience implementing process improvements. Excellent analytical and problem‑solving skills, able to assess complex situations and develop effective solutions. Strong communication and interpersonal skills, collaborating effectively with cross‑functional teams. Proficiency in project management tools and software, and Microsoft Office Suite (Excel, Word, PowerPoint). Experience with transition management and change management principles. Strong sense of ownership, highly productive, and delivery‑focused approach. Logical thought processes, attention to detail, and highly organized. Independent worker and analytical thinker capable of conducting investigations and data analysis. Ability to juggle multiple projects and meet deadlines under pressure. Exceptional coaching skills. Ability to develop and implement appropriate claims management strategies and plans. Possess strong customer service behaviour. Qualifications Minimum of 3 years of experience in process improvement, project management, or a related role, preferably within the insurance or claims management industry. Claims insurance background is required. Seniority level Associate Employment type Full‑time Job function Strategy/Planning and Business Development Industries Insurance #J-18808-Ljbffr

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