Job Purpose

The Claims System Superuser & Operations Specialist serves as the primary Compass Claims System Superuser for the Americas region. This role supports system users, manages system defects and enhancement requests, conducts testing activities, supports releases, and drives continuous system improvements to promote optimal system performance and user experience.

Acting as a liaison between business users and technology teams, the position translates operational requirements into system solutions. The role also supports Claims and Collections reporting, KPI tracking, Group reporting requirements, project coordination, and related process improvement initiatives.

Key Responsibilities

Claims System Superuser

• Serve as the primary Compass Claims System Superuser for the Americas region.
• Provide end-user support, troubleshooting, and issue resolution for Compass Claims users.
• Investigate system issues, document findings, and support root-cause analysis.
• Create, manage, revise, and track system defects, enhancement requests, and change requests in Jira.
• Coordinate with Technology, ROC, and Group stakeholders to support timely resolution of system issues and implementation of system improvements.
• Coordinate and execute User Acceptance Testing (UAT), including test planning, execution, evidence collection, results documentation, and validation.
• Support system releases, upgrades, enhancements, and implementation activities.
• Monitor system functionality and identify opportunities to improve efficiency, quality, data integrity, and user experience.
• Translate business needs into clear system requirements, defects, enhancement requests, and workflow improvements.
• Create, revise, implement, and continuously improve system-related processes, procedures, workflows, controls, job aids, and user guides.
• Conduct system training for new and existing users, including training related to new functionality, releases, and process changes.
• Develop and maintain system training materials and knowledge resources.
• Support system governance activities, user access reviews, audit requirements, and control validation.
• Maintain current knowledge of Claims workflows, business requirements, and system capabilities.

Reporting, KPI Tracking & Group Reporting

• Prepare, validate, and distribute Claims operational reporting.
• Complete recurring Group reporting requirements and submissions.
• Track and monitor Claims and Collections KPIs and related performance measures.
• Analyze results to identify trends, exceptions, discrepancies, and improvement opportunities.
• Maintain reporting methodologies, calculation documentation, and reporting controls.
• Support reporting enhancements, dashboards, and reporting automation initiatives.
• Perform validation and reconciliation activities to support accurate and consistent reporting.

Project Coordination & Continuous Improvement

• Support Claims system initiatives, implementations, and operational improvement projects.
• Coordinate project tasks, timelines, testing activities, dependencies, action items, risks, and status updates.
• Gather and document business requirements and functional needs.
• Support automation, workflow enhancement, and system-related process improvement initiatives.
• Maintain project documentation, testing evidence, implementation records, and action logs.
• Identify opportunities to improve system performance, operational efficiency, and the user experience.

Education & Experience

• Bachelor's degree in Business, Finance, Insurance, Information Systems, or a related field preferred.
• 3–5 years of experience in Credit Insurance, Commercial Claims, Claims Operations, Business Systems Support, or a related field.
• Experience supporting enterprise business applications, workflow systems, or case management platforms.
• Experience with system testing, defect management, production support, and release activities.
• Experience using Jira or a similar tool to document and track defects, enhancements, and project activities.
• Experience creating and executing UAT plans and documenting results.
• Experience creating and improving system-related processes, procedures, job aids, user guides, and training materials.
• Experience preparing operational reports, KPI reporting, or management reporting.
• Experience supporting system implementations, process improvements, or operational projects preferred.

Business Knowledge

• Strong understanding of Claims processes, workflows, and operational requirements.
• Knowledge of Credit Insurance products and Claims operations preferred.
• Understanding of business process design, workflow management, automation, and operational controls.
• Ability to translate business requirements into practical system solutions and process improvements.
• Working knowledge of reporting methodologies, KPI tracking, and data validation practices.

Required Skills & Competencies

• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent organizational, planning, documentation, and follow-up skills.
• Strong attention to detail and commitment to accuracy and quality.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong written, verbal, facilitation, and presentation skills.
• Ability to conduct training and communicate system concepts in clear business language.
• Demonstrated ability to bridge business and technology teams.
• Continuous improvement mindset with a focus on operational effectiveness and user experience.
• Advanced Microsoft Office skills, particularly Excel.
• Ability to work effectively across functions and organizational levels.
• Strong customer-service orientation and collaborative approach.