Cms Product Owner

**Description**: The role of the Claims Management Systems Product Owner is central to realising the benefits of a multi-million Euro technology-led transformation programme and to driving increased operational and commercial value from the use and evolution of the “eCare” claims management system. Reporting into the UK Head of Operational Excellence, this role shapes and aligns work of other UK Product (business system) Owners and will represent the UK’s interests with global counterparts to drive forward improvements and enhancements to eCare that are of direct benefit to our Motor & Home Customers, Clients, Agents and Suppliers. Key elements of the role are: - Completing the rollout of the current eCare solution to the remainder of the UK client base (approx 20% by volume) - Planning and managing the implementation of a variant solution for the Motor & Home business in Ireland, followed by rolling out the solution to clients, customers and providers in Ireland - Securing the delivery of UK & Ireland’s interests and business priorities in the ongoing development roadmap for the Global eCare solution - Business administration of the eCare system in the UK & Ireland and collaborative engagement in the use and exploitation of the system to drive competitive advantage, commercial benefit, operational efficiency and customer satisfaction. The role involves collaboration with many business functions in the UK to enable the delivery of key outcomes, lead initiatives and represent the UK & Ireland’s interests within a Global M&H eCare solution delivery model. The role is an exciting opportunity to make a direct impact at the heart of our Motor & Home business, requiring a high degree of energy from an experienced hand-on solution owner who can drive continuous improvement, navigate complex relationships and balance different business demands to generate benefit. DIMENSIONS OF ROLE Across two sites - UK and Ireland Working across UK’s Motor and Home product lines - 200k Motor Breakdown Cases, >220k Home Emergency Cases, >40k Motor Excess Case Reports to UK Head of Operational Excellence One Direct Report Leads and coordinates the work of SMEs and project members through in-direct/matrix team management Collaborates within a global, matrix organisation Key Interfaces: - UK Operations Director & Operations Leadership Team - UK Network Director & Network Management Leadership Team - UK Head of Operational Excellence - UK Digital Assets Product Owner - UK IT Team (Project Management and Production Support) - People and Comms Team - UK Commercial Teams (Account Managers & Sales Directors) - UK Transformation Programme Team - Global Motor & Home Transformation Programme Office - Global Product Owners and Delivery Managers KEY RESPONSIBILITIES - Custodian of the M&H case management systems, performance & evolution - Initially the focus will be as UK custodian of the integrated Motor & Home case management system, scope may expand in line as the business solutions evolve - Planning and management of the activities requires to on-board (“rollout”) and off-board Clients and Schemes to the eCare system including master data set-up, Scheme analysis and digitisation, policy feed preparation, pre-launch testing and assurance - Management and oversight of system administration tasks delegated to the UK business including eCare user set-up and management - Triage and analysis of UK&I requests for new/changed functionality in the eCare solution; Liaison with business representatives and other Product owners to determine relative benefits and delivery cost/complexity; work with Head of Operational Excellence and Exec Sponsors to prioritise requirements for negotiation with the central delivery function - Liaise with Local IT and Global support teams to triage and prioritise production incidents on the eCare solution for expedited resolution by the relevant team - Represent UK interests in the arbitration and planning for the delivery of Change Requests and non-urgent defect/incident fixes - Impact assess and advise/negotiate with central design teams regarding the impact on the UK business of changes requested by other Geos - Definition and approval of Detailed Requirements and Acceptance Criteria for development requirements, aligning the work of other UK Product Owners to ensure integrity in our requirements; collaborating and negotiating with other Geos’ product owners and the central design team to formalise all documentation. - Planning, scripting and data definition for User acceptance tests and Non-regression tests. Management and hands-on execution of tests within UAT and NRT test cycles, utilising other product owners, BAs and IT colleagues to execute tests and assess defects. Prioritisation of defects and liaison/negotiation with central teams for defect fix and retest - Collaborate with the H&M Optimisation Manager, Wider Operations leadership & Network Managers to identify and implement