Business Process Outsourcing Manager - Corporate Claims

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

Our Corporate Claims Department is hiring for a Business Process Outsourcing Manager, where you'll lead cross-functional initiatives to transition business processes to a BPO vendor while ensuring seamless integration and performance excellence. This role offers the opportunity to drive strategic change, manage vendor relationships, and oversee project execution from planning through post-migration. We're looking for a seasoned operations leader with 9+ years of experience, strong communication skills, and a passion for optimizing processes and delivering results.

This position is located in our Cincinnati office and will work on a hybrid schedule.

Essential Job Functions & Responsibilities

• Build and maintain relationships with impacted divisions, IT and the BPO vendor.

  • Facilitate regular meetings and communication channels to ensure alignment and address any concerns promptly.

• Develop and execute an internal migration plan in alignment with the BPO vendor migration plan.

  • Create detailed project timelines, milestones, and deliverables to track progress and ensure timely completion.

  • Coordinate with cross-functional teams to ensure seamless integration and transition of processes.

• Provide regular updates to key stakeholders and provide monthly migration status reports.

  • Prepare comprehensive reports that include key metrics, progress updates, and any potential risks or issues.

  • Conduct monthly review meetings with stakeholders to discuss the status and address any concerns.

• Monitor project performance to ensure the successful completion of both short-term and long-term goals, utilizing appropriate verification techniques to manage changes in project scope, schedule, and costs.

  • Implement performance tracking tools and techniques to measure project success and identify areas for improvement.

  • Conduct regular project reviews and assessments to ensure alignment with goals and objectives.

• Train on all policy administration systems used in processes.

• Regularly assess the performance of the BPO vendor against agreed upon SLAs and KPIs.

  • Conduct regular performance reviews and audits to ensure compliance with SLAs and KPIs.

  • Collaborate with the BPO vendor to identify areas for improvement and implement corrective actions.

• Conduct risk assessments and develop risk mitigation plans to address potential challenges and issues. 

  • Monitor and manage risks throughout the transition process to ensure successful outcomes.

• Develop and manage budgets, track expenses and ensure cost control measures are in place.

  • Collaborate with internal resources to prepare financial reports and provide regular updates on the financial status of the project.

  • Monitor and report on cost savings as a result of resource optimization, process standardization and automation.

• Oversee the shared pool of BPO resources to ensure efficient and effective allocation of those resources across Great American Business Unit workflows.

• Determine when contract addendums are necessary and collaborate with Legal and Compliance.

• Integrate new businesses post-migration.

• Prepare written and verbal communications for the team and management.

• Share and convey information to business partners regarding their processes, maintaining a professional demeanor in all situations.

• Utilize computerized systems for policy analysis, operations requirements, data management, information gathering, and troubleshooting.

• Comply with company and regulatory guidelines.

Job Qualifications

• Education: Bachelor’s Degree or equivalent experience is required.

• Experience: 9+ years of operational management experience and vendor oversight

• Self-starter with strong motivation.

• Ability to navigate multiple systems.

• Collaborative mindset with a focus on growth.

• Professional communication skills, both verbal and written, with the ability to communicate effectively across all levels of the organization.

• Willingness to seek out resources.

• Strong time management and organizational skills.

• Ability to motivate others.

• Proficiency in project management and vendor management.

• Strong decision-making skills.

• Attention to detail.

Business Unit:

Benefits:

Compensation varies by role, position level, and location. Individual pay is influenced by skills, education, training, certifications, experience, and the role's scope and complexity, along with business needs.

We offer a competitive Total Rewards package, including medical, dental, and vision plans starting on day one, PTO, paid holidays, commuter benefits, an employee stock purchase plan, education reimbursement, paid parental leave/adoption assistance, and a 401(k) plan with company match. These benefits are available to eligible full-time and part-time employees.

Your recruiter can provide more details about our total rewards and specific compensation ranges during the hiring process.