Insurance Operations & Process Improvement Lead

Jobtailor; Franklin (WI); On-site; USD 85,000 - 105,000; Full time

Job summary

Jobtailor in the United States seeks a senior professional to provide technical direction and support to divisional staff, policy owners, network representatives, Network Office staff, and HO personnel, driven by project work affecting the business area.

You will assist with developing business requirements, system changes, problem resolution, and process improvements for new or existing systems, while developing and training staff on updated procedures.

Qualifications

• Bachelor's degree in business or related field or equivalent combination of education and/or progressively responsible work experience.
• Minimum of three years experience in Insurance Operations or Annuity Operations.
• Experience in leading or supporting committee efforts involving process improvement, product introduction, system enhancement or other projects.
• Extensive experience in an operational environment supporting insurance products in a highly technical and independent capacity.
• Good analytical abilities in decision making and problem solving.
• Ability to establish and maintain client relationships while providing quality customer service and support.
• Demonstrated high level of organization and follow through with the ability to effectively identify and independently establish priorities and meet deadlines on multiple assignments with high quality results.
• Superior verbal and written communication and the ability to assess the communication skills of others.
• Proven ability to mentor, coach and train staff both in group and one-on-one settings and contribute to a positive work environment.
• Superior interpersonal skills with ability to build rapport and gain acceptance of people at all levels in the division, department, home office and field.
• Strong commitment to confidentiality guidelines.

Responsibilities

• Provides technical direction and support to divisional staff, policy owners, network representatives, Network Office staff, and HO personnel primarily as a result of project work affecting the business area.
• Assists with development of business requirements, system changes, problem resolution, compliance driven initiatives, documentation and process improvement initiatives for new and/or existing systems and processes.
• The incumbent develops, trains, and provides support for new or updated business procedures.
• Leads and/or participates in assigned projects.
• Responds to complex/sensitive service questions arising from new or updated business procedures.
• Identifies, develops and implements significant process, system and workflow improvements.
• Participates in both departmental and intradepartmental projects and process improvements.
• Acts as a liaison to project managers and others within and outside the department.
• Develops creative solutions that meet customer needs.
• Leads the development of business requirements for new product development or significant service enhancements.
• Develops business procedures and provides training to divisional staff.
• Identifies gaps. Uses knowledge of business processes and application systems to resolve issues and provide implementation support.
• Executes quality assurance plans necessary to enhance system/process efficiencies.
• Perform complex calculations and estimates, both routine and non-routine special handling for in force contracts where alternative processing methods to calculate and process are required.
• Communicates the end result to the financial representative and policyowner.
• Effectively balances the quantity and the quality (proficiency) of the work assigned.
• Resolves difficult and sensitive cases involving questions related to specific policy or procedure, complaints and errors, requiring an unusual degree of knowledge, sensitivity, critical thinking and judgment.
• Provides assistance to analysts who are the primary service contacts related to business process changes.
• Provides answers to questions, advice, feedback and support. Provides counsel and assistance to Network Office staff on procedures and practices.

Skills

Process Improvement

Business Requirements Development

Analytical Decision Making

Customer Service

Project Management

Education

Bachelor's degree in business or related field

Tools

Quality Assurance

Complex Calculations

System Enhancement

Job description

Jobtailor in the United States seeks a senior professional to provide technical direction and support to divisional staff, policy owners, network representatives, Network Office staff, and HO personnel, driven by project work affecting the business area.

You will assist with developing business requirements, system changes, problem resolution, and process improvements for new or existing systems, while developing and training staff on updated procedures.