Director, Systems & Process Improvement

H.W. Kaufman Group•Farmington Hills, MI

About The Position

The Director, Systems & Process Improvement will lead Operations readiness for the implementation of Producer Workbench, our new Salesforce-based policy management platform, while also driving continuous process improvement across the Operations function. Working closely with IT, Kaufman Institute (training), field leadership, and our third-party staffing partner, this role will ensure the phased rollout of the new platform is operationally sound, well adopted, and supported by clear workflows, documentation, and training.

Requirements

Experience in operations, process improvement, systems implementation, or operational excellence
Strong understanding of insurance or transaction-heavy operational environments
Demonstrated ability to map, redesign, and document business processes
Experience working cross-functionally with technology teams and operational stakeholders
Strong project leadership, communication, and problem-solving skills
Ability to influence and drive progress in a lean environment

Responsibilities

Lead Operations readiness for the Producer Workbench rollout.
Serve as the primary Operations representative for the transition from legacy systems to Producer Workbench, ensuring operational requirements, workflows, and dependencies are fully considered during implementation. Coordinate Operations participation in system testing, workflow validation, pilot office launches, and post-implementation stabilization across each rollout phase.
Own operational process documentation and SOP governance.
Develop and maintain standardized operating procedures, job aids, workflow maps, and process documentation supporting the new system and broader Operations activities. Ensure documentation is clear, practical, and usable by both internal teams and outsourced partners.
Coordinate the transition of outsourced processing partners to the new platform.
Act as a liaison with the third-party staffing firm that supports servicing (centralized tasks and hourly dedicated staff). Ensure the vendor receives appropriate system access, updated SOPs, and clear role expectations while coordinating a phased transition from legacy systems to the new platform alongside internal teams.
Partner with IT and Training to support change management and adoption.
Identify role-specific training needs and collaborate on curriculum, job aids, and training materials to support system adoption. Capture feedback from pilot business units and operational users to refine workflows, training approaches, and implementation plans.
Drive continuous process improvement across Operations.
Identify operational pain points, inefficiencies, and service gaps across workflows. Lead efforts to improve efficiency, quality, and consistency through workflow redesign, standardization, and discipline.
Serve as a strategic advisor to Operations leadership.
Provide insights and recommendations on operational improvements, workflow design, implementation risks, and adoption challenges. Help shape a more scalable and disciplined operating model as new systems and processes are introduced.