Business Process Manager; Claims

Job Description

We are seeking a highly skilled, collaborative, and motivated Business Process Manager. This BPO will focus on the Claims process for all business units and work hand in hand with the E2E Process Owners and the North America OPEX team to ensure process alignment. The successful candidate will be responsible for executing the vision, roadmap, and governance for an effective and efficient business process, ensuring it aligns with global requirements while, working as an intrapreneur to deliver change within the organization.

This role will be responsible for driving continuous improvement to enhance customer satisfaction, increase productivity, scalability, and growth. This role requires strong change management and project management skills to effectively manage and optimize the process. The ability to identify and define quantitative and qualitative benefits is a must. This will be a high-visibility role across multiple organizations that has regular interactions with C‑Suite and high‑level executives.

• Responsible for process design and performance of the Claims process hierarchy for Projects and supports all business units.

• Prioritizes process improvements and technology implications to meet customer and business objectives.
• Coordinates with an E2E BPO to escalate cross-process impacts/dependencies.
• Delivers agreed upon multi‑year transition plans along with year‑on‑year efficiencies.

• Responsible for process improvement delivery including on‑going benefit realization.

• Tracks operational metrics and manages process performance, focusing on quality, continuing process improvement, scalability, adoption, and innovation.
• Identifies bottlenecks and inefficiencies and implement continuous improvement initiatives to optimize the process.
• Stays current on emerging trends in and benchmark against competition.
• Performs audits on the execution of the processes.
• Develops mitigation strategies for underperforming processes.

• Lead change management initiatives to ensure smooth transitions and adoption of new processes and improvements.
• Communicate changes effectively to all stakeholders.
• Aligns efforts across Business Units, IT, and Department priorities.
• Engages with stakeholders at all levels to gather input, provide updates, and ensure alignment with business objectives.
• Functions as the point of contact for all Claims process‑related inquiries and issues.
• Executes process improvement initiatives, ensures participation of Subject Matter Experts and Black Belts.
• Defines and develops skills and innovative solutions to drive realization of enterprise strategy.
• Ensures process documentation (process maps, SOPs, etc.) maintenance and training to users.

• Manages through influence of SME and other key stakeholders.

• Partner with E2E BPO & 3rd Party vendors/consultants to stand up business process team as needed.
• Plan, execute, and oversee Claims business process projects, ensuring they are completed on time, within scope, and within budget.
• Coordinate with cross-functional teams to ensure seamless project execution and delivery.
• Leverages knowledge management and training standards set by NAM Ops Excellence.

• Ensures the Claims process aligns with global standards and requirements where possible.
• Collaborates with international teams to standardize processes and share NAM best practices.

• Focuses on delivering high‑quality, customized solutions that meet or exceed customer expectations.
• Gathers and analyzes customer feedback (internal and external) to identify areas for improvement and implement necessary changes.

• Understand Schneider Electric’s organizational objectives and business areas to help Business Unit champions implement and execute their day‑to‑day processes.
• Contribute to the performance of Claims KPIs such as:

• Turnaround Time
• Quote Volume
• Accuracy
• Returns Claims Count
• Customer Satisfaction Score (CSAT)

• Bachelor’s degree in Engineering, Operations Management, Finance, Accounting, or related /…