Business Process Improvement Specialist

Genworth Financial, Inc.; Lynchburg (VA); On-site; USD 69,000 - 103,000; Full time

Benefits offered by this job

Incentives

Healthcare coverage

401(k) options

Paid time off

Professional development

Job summary

Genworth Financial, Inc. and CareScout are seeking a Business Process Improvement Specialist to lead cross-functional efforts that enhance Life insurance operations and deliver world-class customer service to policyholders.

You will turn business priorities into actionable plans, collaborate with third-party administrators, and drive process, system, and regulatory initiatives while maintaining strong focus on accuracy, efficiency, and compliance.

Qualifications

• Bachelor’s degree or four years of equivalent work experience.
• Minimum of two years of Life product experience.
• Minimum of two years of experience leading projects.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and meet deadlines.

Responsibilities

• Lead process improvement, system modification, and upgrade initiatives to reduce processing errors, improve controls, and strengthen operational efficiency.
• Lead and coordinate operational support for life insurance projects working with third party administrators, including disbursement approvals, issue resolution, semi-annual supplier audit activities and processing guidance.
• Analyze quality audit results and provide clear, actionable feedback to team leadership and outsource vendors to support performance improvement.
• Manage supplier initiatives by supporting relationship management activities, tracking deliverables, and ensuring timely follow-up on open items.
• Partner with leadership to understand business strategy, define tactical and strategic requirements, and translate priorities into actionable project plans.
• Drive completion of life-related compliance, legislative, and regulatory items by monitoring progress, escalating barriers, and maintaining accountability across stakeholders.
• Coordinate support for legal cases by gathering data, documents, product information, processing details, and research needed to meet case requirements.

Skills

Process improvement

Cross-functional leadership

Agile

Analytical thinking

Communication

Education

Bachelor’s degree

Job description

At Genworth and CareScout, we're on a mission to simplify and dignify the aging experience. The truth is, most of us will help a parent, spouse, family member, friend, or neighbor navigate aging and care at some point in our lives. We've been there ourselves. That's why we're building better ways to help people find, fund, and understand aging care all while being supported every step of the way. We’re a team of curious problem-solvers, compassionate listeners, and people who care about making a difference. We value diverse perspectives and are committed to fostering an inclusive culture where every team member feels respected, supported, and empowered to bring their authentic self. Our four values guide our strategy, our decisions, and our interactions: Make it human. We care about the people that make up our customers, colleagues, and communities. Make it about others. We do what’s best for our customers and collaborate to drive progress. Make it happen. We work with intention toward a common purpose and forge ways forward together. Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. If you’re looking to build a meaningful career while helping transform the aging experience for millions of families, we’d love to hear from you.

POSITION TITLE

Business Process Improvement Specialist

POSITION LOCATION

This position is available to remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington DC, West Virginia or Wisconsin. A Hybrid schedule of both Remote and In-Office days would be required if you reside within 50 miles of a Genworth | CareScout office. In office days are Tuesday, Wednesday and Thursday with working hours targeting our core business hours of 9am-5pm EST.

YOUR ROLE

As an Operations team member, you’ll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. As a Business Process Improvement Specialist, you will lead cross-functional efforts that improve the effectiveness, accuracy, and efficiency of Life insurance operations. You will help turn business priorities into actionable plans, strengthen partnerships with third-party administrators and suppliers, and drive progress across process, system, compliance, and regulatory initiatives. Your ability to analyze challenges, align stakeholders, and move complex work forward will directly support stronger business outcomes and the experience we deliver to our policyholders.

WHAT YOU WILL BE DOING

• Lead process improvement, system modification, and upgrade initiatives to reduce processing errors, improve controls, and strengthen operational efficiency.
• Lead and coordinate operational support for life insurance projects working with third party administrators, including disbursement approvals, issue resolution, semi-annual supplier audit activities and processing guidance.
• Analyze quality audit results and provide clear, actionable feedback to team leadership and outsource vendors to support performance improvement.
• Manage supplier initiatives by supporting relationship management activities, tracking deliverables, and ensuring timely follow-up on open items.
• Partner with leadership to understand business strategy, define tactical and strategic requirements, and translate priorities into actionable project plans.
• Drive completion of life-related compliance, legislative, and regulatory items by monitoring progress, escalating barriers, and maintaining accountability across stakeholders.
• Coordinate support for legal cases by gathering data, documents, product information, processing details, and research needed to meet case requirements.

WHAT YOU BRING

• Bachelor’s degree, or four years of equivalent work experience in lieu of a degree.
• Minimum of two years of Life product experience.
• Minimum of two years of experience leading or facilitating projects.
• Results-oriented mindset with the ability to manage multiple priorities, meet deadlines, and deliver against objectives.
• Strong verbal and written communication skills, with the ability to influence, negotiate, and engage effectively with internal and external stakeholders.
• Excellent collaboration skills and the ability to build productive working relationships across teams.
• Advanced problem-solving and analytical thinking skills.
• Ability to give and receive feedback professionally and use feedback to support positive change.

NICE TO HAVE

• Familiarity with Agile, Six-sigma, CAPM and/or Project Management Certifications.
• Experience in Risk, Compliance, or Project Management Experience implementing organizational process improvements.

COMPENSATION

National Range: $68,900 to $103,000

High-Cost Range (includes New York): $86,100 to $129,000

Disclaimer: This role is aligned to a national market-based pay range. Actual compensation will vary based on geographic location, experience, skills, and other job-related factors. In addition to base salary, this role is eligible to participate in a bonus incentive plan. Incentive compensation is based on individual and company performance and is not guaranteed.

ADDITIONAL

This role is not eligible for employment visa sponsorship.

EMPLOYEE BENEFITS & WELL-BEING

Genworth|CareScout employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long-Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

Genworth Financial, Inc (“Genworth”) (NYSE: GNW) is a Fortune 1000 company focused on empowering families to navigate the aging journey with confidence, now and in the future. Headquartered in Richmond, Virginia, Genworth and its CareScout businesses provide guidance, products, and services that help people understand their caregiving options and fund their long-term care needs. Genworth is also the parent company and majority-owner of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. Genworth Mexico Genworth US

We know we can’t deliver on our mission unless we deliver for our employees. That’s why we’re committed to creating a work environment that fosters inclusion, excellence, improvement and connection. We know each employee contributes in their own unique way and we’re dedicated to supporting every one of them to help them reach their full potential.

We are proud to be an equal opportunity employer and all hiring decisions are based on merit, qualifications, and business need. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.