Solid reputation, passionate people and endless opportunities. That’s Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Job Description Summary
This position is responsible for managing various vendor migrations supported within a business/organization. Support management and vendor teams in identifying and escalating business process improvement opportunities. Evaluating operating environment, workflow processes and support services of vendor products. Developing and maintaining best practices and training documentation for select migrations.
Primary Job Duties & Responsibilities
Manage the various vendor migrations supported within a business /organization.
Serve as Subject Matter Expert for vendor product/processes in support of the department/organization.
Escalation Point of Contact.
Liaison with IT to ensure technology supports migration efforts as processes/workflows are optimized.
Leads business process improvement initiatives through to implementation.
Support the design and implementation of migration processes to include the refinement of workflows/processes as required to effectively use offshore resources, including but not limited to:
Determining the work delivery method and any technical enhancements/development.
Complete all required migration documentation such as the initiation profile.
Develop and maintain best practices documentation for select migrations.
Develop and conduct or assist in the development of the migration workshop.
Design, implement /execute and maintain an internal quality review process of vendor products; including:
Making adjustments to the process as needed to ensure a high quality work product.
Train vendor and team members as processes are adjusted.
Ensure procedures are in place to formally measure and report on Service Level Agreement (SLA) compliance: review productivity and quality expectations during pilot and steady state target; review Quality Assurance (QA) review levels during pilot and the QA transition plan; review metrics, provide feedback to vendor, provide recommendation for scorecard ratings. May be an individual QA reviewer of vendor products.
Oversight and monitoring of vendor Service Level (Turnaround Time) and Quality Agreements; escalate when appropriate.
Manage and fully document the continuous process improvement of vendor workflows. Consult with and advise management on business process recommendations.
Manage and track the progress and status of all vendor processes supported within a business/organization. Rollup results and report out to department/organization leadership on a monthly basis.
Assist with business technical knowledge and project coordination of BPO migrations and technology initiatives.
Owns the steady state for migrations including providing project management discipline and oversight.
Build and maintain strong partnerships with various levels within a business/organization (e.g.; Product Lines, Legal, IT, Finance, Global Sourcing).
Responsible for the maintenance and validation of yearly Cost Benefit Analysis (CBA).
Partner, build and maintain positive relationship with vendor teams.
Proactively pursue continuous improvement opportunities.
Liaison with business areas as needed to assist with accurate and timely problem resolution.
Leverage expertise of others within business/organization inclusive of Legal, Product Lines and Field Operations.
Stay current with evolving best practices for using offshore sourcing.
University degree and/or 5 years of related work experience.
Three years of related business experience.
Job Specific Technical Skills & Competencies
Strong analytical skills.
Strong financial management aptitude and application to business cases.
Advanced knowledge of related business process/workflows and system knowledge.
Fluent in Visio.
Advanced Project Management skills.
Advanced Process Mapping skills.
Strong relationship management skills; embraces and leads change.
Mentors team members/role model to others.
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer. We are committed to providing accommodation to persons with disabilities. If you require accommodation during the recruitment or interview process we will work with you to accommodate your needs.