Director, Systems & Process Improvement

H.W. Kaufman Group • Farmington Hills, MI

1d

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed