Business Process Analyst - Independent Agent (IA)

The Business Process Analyst - Independent Agent (IA) plays a vital role in optimizing and standardizing claims handling processes within our independent agent channel. This position is responsible for comprehensive process documentation, ensuring regulatory compliance, and driving data-driven process improvements. Reporting to the Business Process Manager, the Analyst will leverage platforms like ClaimsPro, Tableau, Excel, and SQL to analyze data, develop workflows, and support the implementation of best practices to enhance efficiency and accuracy.

Responsibilities 

• Process Documentation and Standardization:
• Serve as the primary owner for documenting current state processes and developing standardized operating procedures for all claims coverages within the Independent Agent (IA) channel.
• Maintain and update a robust knowledge management library of claims handling procedures.
• Create detailed process and workflow maps to support existing and revised processes.
• Collaborate with technical subject matter experts (SMEs) to accurately document current procedures for all claims actions.
• Manage revisions and updates to process documents, coordinating with training and systems teams to ensure seamless implementation.
• Process Improvement and New Initiatives:
• Identify and analyze process improvement opportunities through file reviews, call monitoring, and data analysis using ClaimsPro, Tableau, Excel, and SQL.
• Support the implementation of new processes, tools, and best practices for claims staff.
• Monitor and measure process effectiveness using KPIs, providing data-driven recommendations for optimization.
• Assist with change management efforts by effectively communicating process changes and supporting training initiatives.
• Compliance and Risk Management:
• Ensure all claims processes adhere to industry regulations, company policies, and best practices.
• Act as a liaison between process owners, process managers, and legal/compliance teams, ensuring end-to-end compliance.
• Maintain an organized repository of legal opinions and compliance reviews.
• Analytics Support:
• Provide advanced analytical support for process reviews and initiatives, quantifying impact and prioritizing projects using Tableau, Excel, and SQL.
• Consult on the development of KPIs to measure process effectiveness, leveraging available data to drive informed decisions.

Qualifications

• Experience: 5+ years of experience managing complex projects in a cross-functional environment, preferably within a claims, insurance, or operational setting.
• Skills:
• Proven ability to manage both technical and process improvement projects from initiation to completion.
• Excellent communication and interpersonal skills with the ability to work effectively with various stakeholders at all levels of the organization.
• Strong organizational and time management skills, with the ability to handle multiple priorities simultaneously.
• Experience using project management software (e.g., Jira, Asana, MS Project, Trello, etc.).
• Education: Bachelor's degree in Business, Operations, Project Management, or a related field. PMP (Project Management Professional) or similar certification is a plus.

• Desired Attributes:

  • Self-motivated and capable of quickly understanding and managing current projects.
  • Ability to collaborate and negotiate with a variety of stakeholders to move projects forward.
  • Results-driven, with a focus on delivering high-quality outcomes.
  • Experience in change management and leading initiatives that drive operational improvements.
  • Ability to work in a fast-paced, constantly evolving environment and deliver under pressure.

• 5+ years experience in an insurance function, experience in claims processing or a related field required.
• Proficiency in claims management systems, specifically ClaimsPro helpful but not required.
• Advanced skills in data analysis and visualization using Tableau, Excel, and SQL.
• Strong understanding of insurance industry regulations and compliance requirements.
• Excellent documentation and process mapping skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and collaboration skills.
• Ability to work 1 independently.  

Perks and Benefits: 

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Free onsite gym at our Boston Location
• Tuition Reimbursement 
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Convenient location directly across from South Station and Pre-Tax Commuter Benefits

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”