IT Support Officer at Prosupport Services Company providing first - line and second - line technical support. Responsible for maintaining IT systems, resolving issues, and implementing security policies.
About the role
- Leading process optimization and strategy in claims operations for AAA. Focused on improving efficiency and customer experience through cross-functional collaboration.
Responsibilities
- Evaluate end-to-end claims workflows to identify bottlenecks, redundancies, and improvement opportunities.
- Lead process mapping, root-cause analysis, and continuous improvement initiatives using methodologies such as Lean, Six Sigma, or similar frameworks.
- Develop standardized operating procedures (SOPs) and ensure consistent adoption across teams and markets.
- Measure process performance using KPIs and ensure processes support regulatory and compliance standards.
- Partner with Claims leadership to define operational strategies that support business goals and customer experience objectives.
- Lead cross-functional projects related to claims transformation, automation, vendor integration, and workflow modernization.
- Monitor industry trends and emerging technologies to recommend, vet, and innovate solutions that enhance claims performance.
- Facilitate communication between cross-functional partners including IT, Compliance, Legal, Product, and Customer Experience.
- Provide training, documentation, and support to ensure successful implementation and adoption of process changes.
- Ensure processes align with regulatory requirements, company policies, and best‑practice standards.
- May supervise a direct report(s), such as a Process Strategy Consultant or Analyst, in alignment with organizational growth.
- Provide coaching, development, and performance feedback to support team member success.
- Foster a culture of continuous improvement, accountability, and collaboration.
Requirements
- Bachelor’s degree (or equivalent experience)
- 5+ years of experience in insurance claims operations, process management, or business strategy.
- 3–5 years of experience in the Claim’s organization as a leader of people.
- Strong analytical and problem-solving skills; proficiency with data analysis tools (Excel, Power BI, etc.).
- Demonstrated experience leading process improvement or operational transformation initiatives.
- Excellent communication, presentation, and stakeholder‑management skills.
- Experience with claims system platforms (e.g., Guidewire, SmartComm, CCC).
Benefits
- Health coverage for medical, dental, vision
- 401(K) saving plans with company match AND Pension
- Tuition assistance
- Floating holidays and PTO for community volunteer programs
- Paid parental leave
- Wellness programs
- Employee discounts (membership, insurance, travel, entertainment, services and more!)
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