Job Description

Role Description

Focus is to analyze and assist with current inflight initiatives and identify and implement improvements to the business process and technology platforms.

Analyzes business, process, systems and data to derive and implement improvements.

Performs a combination of duties including current state operational assessments, project life-cycle planning and execution and function as the Operations interface and liaison with colleagues, BU's, IT and servicing departments.

Uses problem solving and decision making to document and analyze operational and/or other data to facilitate operational improvements, system change recommendations and efficiency solutions.

Uses project management tools to drive projects.

Essential Duties & Responsibilities

• Conduct a thorough current state assessment and document processes, identify obstacles, inefficiencies and opportunities for improvement.
• Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
• Communicate with shareholders and stakeholders to ensure alignment on proposed changes.
• Collaborates with other departments and provide technical assistance and mentorship to others within the department.
• Assist with process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments.
• Provide training and support to team members on new processes and best practices.
• Utilizes business acumen and industry knowledge to identify issues that impact service and make recommendations for improvement.
• Drive and collaborate in the development of projects scope, plans and business cases.
• Collaborate in the development and implementation of projects, testing and training plans, prepare and submit project status and other MI.
• Help plan, organize and participate in UAT releases.
• Monitor and evaluate the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement.
• Assist in implementing relevant processes and technologies to optimize the organization's operations.

Skills Knowledge and Abilities

• Knowledge of the functions performed in the insurance industry.
• Excellent organizational and analytical skills including ability to prioritize and coordinate multiple projects.
• Strong analytical and problem-solving skills.
• Strong team and interpersonal skills with the ability to effectively interact with all internal and external business partners.
• Effective verbal and written communication skills with the ability to convey technical and business information in a clear concise and effective manner.
• Ability to exercise professional judgement and assume responsibility for decisions which have an impact on people, process, technology, costs and quality of service.
• Ability to work independently as well as in a team environment.
• Knowledge of Microsoft Office suite and the ability to learn and utilize other business-related software systems including database and operating systems.

Required skills and qualifications

• Bachelor's degree in a related field.
• 5+ years of experience in business process analysis and project management.
• Familiarity with process mapping and modelling techniques.
• Strong analytical skills with the ability to collect, study and interpret complex data.
• Ability to manage and perform multiple complex tasks as part of the daily work assignment.
• Proficiency in Microsoft Office suite
• Strong communication and presentation skills to effectively communicate process changes and recommendations to stakeholders at all levels.
• Working knowledge of process improvement methodologies, such as Lean Six Sigma.

Preferred skills and qualifications

• Experience in project management and change management.
• Experience in change management methodologies.
• Familiarity with data analytics and visualization tools.

Education and Experience

• Bachelor's Degree in related field
• Minimum two years related experience including previous project experience.

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