Business Process Operations Analyst II - Commercial Lines - Hybrid
About The Position
NJM's Commercial Lines department is seeking a Business Process Operations Analyst II to support strategic business initiatives, manage and optimize business processes, and ensure the effective operationalization of new processes and technology solutions. This role acts as a bridge between business users, solution owners, and technology teams, facilitating change, driving process improvements, and supporting both technology and non-technology operations. The Commercial Lines Business Process Operations team is dedicated to enhancing operational efficiency and driving continuous improvement within the organization, striving to turn strategy into execution and deliver valuable business solutions.
Requirements
- Minimum 3 – 6 years’ experience in understanding and analyzing insurance business processes.
- Demonstrate a strong work-ethic through ownership and accountability, taking pride in deliverables, managing priorities effectively, and supporting teams’ interests.
- Basic ability to determine the root cause of problems and create solutions that resolve these problems.
- Strong verbal, written, and interpersonal communication skills.
- Ability to collaborate with diverse multi-function teams.
- Embracing a growth mindset by learning new tools, products, and business processes.
- High School Diploma or GED equivalent required.
Nice To Haves
- Bachelor’s degree preferred.
- Property & Casualty Insurance experience preferred.
- Ability to learn quickly in a demanding environment and adapt to change.
- Passion to challenge the current state and embrace change.
- Knowledge of Insurance products and certifications from The Institutes is a plus.
Responsibilities
- Support the execution of the strategic plan and key initiatives.
- Facilitate discussions with business owners to set annual priorities and clarify initiative goals.
- Advise Solution Owners to ensure business processes align with operational objectives and customer experience standards.
- Promote cross-departmental collaboration and manage change effectively.
- Continuously enhance knowledge of business processes, products, and industry trends.
- Maintain business process documentation and associated KPIs/SLAs.
- Assess process challenges, analyze deficiencies, and propose improvements (BPIs).
- Maintain and prioritize a backlog of BPIs and support implementation of process changes.
- Provide ongoing support to business users for process execution and technology adoption.
- Triage and resolve end-user support requests, especially during new launches or onboarding.
- Manage production support and incident management, including communication and escalation.
- Coordinate with vendors, IT, and other departments during incidents.
- Support departmental operations such as newsletters, town halls, compliance, and onboarding.
- Facilitate departmental budget development and ongoing forecast updates.
- Ensure seamless transition of new technology initiatives from Strategic Alignment & Execution (SA&E) and IT to business users.
- Lead change management and rollout efforts for new products and process enhancements.
- Support training teams in rolling out changes.
- Assess and communicate impacts of new launches or updates to business operations.
- Coordinate with other business units to evaluate cross-functional impacts and provide recommendations.
Benefits
- 401(k) with employer match up to 8% and additional service-based contributions
- Health, Dental, and Vision insurance
- Life and Disability coverage
- Generous PTO
- Paid Sick Leave
- Paid parental leave
- Discretionary bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
