Performance Development SME

Continuous Improvement and Transition Support Officer – Level 3

• Work closely with the team to identify improvement needs and manage the end-to-end process from discovery to implementation until post analysis of any identified opportunities.
• Develop credible trust based relationships and work closely with senior stakeholders across the team processes to define process improvement priorities and to create a strong continuous improvement culture within the organization.
• Ensure that effective quality processes are adhered to and that appropriate tools and processes (e.g. Lean Sigma) are being used to drive Continuous Improvement.
• Lead initiatives aimed at improving customer service quality and ensuring that the claims team meets or exceeds service level agreements (SLAs).
• Own the outcome of rigorous, auditable outcomes and measurements to drive sustained process improvements (for the projects under her/his supervision).
• Develop and maintain documentation related to process improvements, including standard operating procedures (SOPs) and training materials.
• Act as main point of contact and to coordinate and support the transition of new products and services to CBS, ensuring that all stakeholders are informed and prepared for changes.
• Provide support to Reports Analyst and team leaders in creating and ensuring reports and accurate and reliable.
• Work with various stakeholders including regional claims team on any process improvements/ FORWARD projects related to Claims.
• Collaborate with the Claims team to identify areas for process improvement within the claims operations.
• Analyze current processes and workflows to develop and implement strategies that enhance efficiency and effectiveness.
• Facilitate training sessions and workshops to educate team members on new processes, tools, and best practices.
• Monitor and evaluate the impact of implemented improvements and transitions, providing feedback and recommendations for further enhancements.
• Foster a culture of continuous improvement within the claims team by encouraging feedback and suggestions from team members.
• Stay updated on industry trends and best practices related to claims management and customer service to inform improvement initiatives.
• Perform other duties as assigned.

• Strong understanding of continuous improvement methodologies (e.g., Lean, Six Sigma) and experience in implementing process improvements.
• 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.
• Proficient in project management tools and software, as well as Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with transition management and change management principles.
• 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
• Independent worker and analytical thinker with ability to conduct investigation and data analysis
• Ability to juggle multiple projects and working effectively to deadlines under pressure
• Exceptional coaching skills
• Ability to develop and implement appropriate claims management strategies and plans.
• Possess strong customer service behavior.

• 401k matching
• Health insurance
• Flight privileges

Chubb Asia Pacific PTE LTD d/b/a Chubb Business Services