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Business Analyst in Wilmington, DE at Chubb Group of Insurance Companies

Date Posted: 6/2/2018

Job Snapshot

Job Description

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally. 

Business Analyst


Claims Operations is seeking a Business Analyst to join our fast-paced, high energy, growing company.


The mission of the Innovation and Continuous Improvement Team is to enhance the efficiency, effectiveness and service capabilities and results of Claim Operations and the Service Centers. Our vision for Claims Operations is to enable the delivery of differentiated claim service through the implementation of technology, operational assessment, process improvement, and subject matter expertise that provides competitive advantage. Process Automation is a key element of Claims Strategy to ensure we can introduce automation to streamline our operations and improve service delivery to our customers. The Business Analyst will serve as a key resource to identify automation or efficiency opportunities within the Chubb Claims Operations organization. This individual will perform an important role in identifying, supporting and extending the process efficiency and automation potential to reduce cost and improve service quality. The Business Analyst will work closely with business units, IT, Operations, Claims and vendor stakeholders with the objective to drive maturity and improve the capability of the Operations team.  The successful candidate requires a combination of a process mindset and an orientation for change, as well as strong project management skills.

Key Responsibilities:

•         Responsible for creating, reviewing, and analyzing business requirements documentation for potential process changes as a result of system/process changes, new strategic initiatives, or as a result of specific operations requests for all assigned projects; and for translating these requirements into workflow, role/responsibility and/or procedural changes.

•         Responsible for identifying, documenting and communicating impact to Claims Operations, while ensuring the most efficient process is established to support business work efforts.

•         Acts as liaison with SMEs in the development of business requirements regarding process/workflow design components

•         Responsible for the development and documentation of training and claims communication content.  This includes updating of previously developed communication/training tools.  Develop training/procedural content to address knowledge and/or procedural gaps.

•         Analyzes and resolves escalated problems, coordinating associated activity through various areas if needed and providing timely and accurate updates to stakeholders.

•         Troubleshoot issues and engage appropriate support teams (IT, Operational, Vendor) for resolution, and carefully inform business leaders and end users of status.

•         Partner with key stakeholders in Claims to implement Process Automation solutions that reduce cost and improve service quality.

•         Actively participate in process efficiency and automation project status meetings, requirements gathering and design sessions, implementation planning sessions, etc.

•         Support project teams in the implementation phases, including deployment and development of training materials, job aids, and other support materials

•         Collect and report KPIs and service metrics related to process efficiency and automation.

•         Maintain accurate and complete documentation (business process flows, end-user training material, system user guides, etc.) on SharePoint site.



Problem-Solving – Takes an organized and logical approach to thinking through problems and complex issues, breaking down issues into manageable parts and looking beyond the obvious to get at root causes.

Solution Development – Understands business problems and requirements and develops practical, cost-effective solutions and recommendations.

Continuous Learning / Improvement – Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally as well as think of better ways to do things.

Adaptability – Ability to re-direct personal efforts in response to changing circumstances and being receptive to feedback.

Results Orientation – Effectively executes on plans, drives for results and takes accountability for outcomes.

Relationship-Building – Is helpful, respectful, approachable and team-oriented, building strong working relationships and a positive work environment.

Influencing Others – Ability to influence others with facts, trend analysis and other supporting data, to negotiate effectively to effect win-win outcomes, and to engage and motivate team members.

Business Acumen – Understands the relationship between the activity and the business / customers impacted and applies business knowledge.



•         Ability to listen to understand – The person in this role will be asked to prepare presentations for executive leadership.  Often this results in people talking about desired content.  It is critical that person in role can listen to abstract things being discussed and figure out the core messages and how to deliver them in a presentation

•         Strong organization and time management skills

•         Ability to work independently; to run with things without direction and guidance

•         Very strong Powerpoint, Visio and Excel skills. MS Access preferred but not required

•         Experience and skill in presentation development

•         Strong analytical and problem-solving skills – work with sets of data to extract meaningful information

•         Comfort in interacting with senior leadership

•         Excellent oral and written communication skills

•         Detail-oriented

•         Strong consultative and client engagement skills; ability to interact with diverse technical and non-technical groups

•         Ability to design and model business processes using proven techniques

•         Experience integrating business needs with technology capabilities

•         Experience participating in large-scale change projects with aggressive timelines

•         Ability to multi-task in a fast-paced environment

•         Ability to work independently and with teams

•         Prior experience with Process Automation technology (e.g. Work Fusion, SyntBots, Blue Prism, Automation Anywhere, UiPath) is preferred

•         Experience in the insurance industry is preferred

•         Experience in Claims is preferred



Bachelor’s Degree is required

 Chubb offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, tuition reimbursement, and business casual dress. At Chubb, we are  committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religion, age, sex, sexual orientation, transgender, national origin, disability, genetic information, veteran or marital status, or any other characteristic protected by law.