Manager, Operations Process Management

Assurant

1d•$88,000 - $147,000•Remote

About The Position

The operations process management team is focused on “run” and “change” processes and activities of the organization to effectively and efficiently meet or exceed changing clients and business needs. This position is responsible for leading the design, modeling, executing, monitoring and optimization of operations process management team to align the organization’s strategy.

Requirements

Bachelor’s degree or equivalent experience
3+ years leading business or operational teams
2+ years of experience facilitating the development and implementation of business initiatives and projects, based on management objectives
Minimum 3 years in leading people and/or projects
Experience with operations policy and claims processes for the lines of business supported or prior experience with other lines of business
5 years with business process knowledge in Assurant products preferred
A drive to enable both the management of ongoing business while also evaluating the continuous improvement of our operating model and operations processes related to claims and policy operations
Exceptional relationship-building experience with the ability to listen, build rapport, and credibility with peers and as a partner vertically within the business unit, as well as with leadership and capability teams
Knowledge of fundamental information technologies and the ability to use people, processes, and technology to improve efficiencies and effectiveness
Proven ability to effectively lead, partner and communicate with various levels of the organization to define and execute cross-functional business objectives
Energy, focus, assertiveness, and diplomacy. Knows when to push an agenda and when to let a situation develop, rest, or advance
Highly developed communication skills in writing, speaking, and presenting.
Ability and comfort with working at executive levels
Ability to influence and break down silos within an organization as well across organizations using personal rather than positional power
Must demonstrate acumen in business and capabilities that support the business
An outside-in focus - Outstanding end customer/consumer relationship skills
Strong humility, listening, creativity, and negotiation skills
Accepts ownership and accountability for results

Responsibilities

Manages team members’ work activities on a day-to-day basis.
Prioritizes and ensures the accuracy of work products, answers questions and resolves problems, provides overall support to operations.
Ensures accurate and timely product delivery.
Analyzes workflows, procedures, and systems for continuous process improvement.
Identifies and resolves process deficiencies and quality control issues across the team.
Develops new methods and/or approaches to achieving business objectives.
Positively contributes to process re-engineering automation and optimization efforts which result in consistent service delivery while reducing operational costs.
Focuses the priorities on the broadest benefit realization.
Balances demands with team skills and work capacity; reacts quickly to and manages changing competing priorities.
Collaborates with cross-functional areas externally and internally in the implementation of new systems, system enhancements and process improvements
Assists in the planning and implementation of special projects and performs other duties and tasks to meet company objectives within established time frames.
Builds testing and quality assurance processes for projects and responsible for implementation of user acceptance testing
Responsible for research and solutioning on coverage verification, missing contracts, and other complex issues from call center operations, Account Executives, accounting and other departments
Monitor process changes, impacts, and make recommendations for implementation
Creates new support processes and focuses on process improvement to enhance effciency, cost savings and improve customer experience
Act as a change agent within the business building trusted relationships to influence and align leaders to achieve innovative solutions and results across a matrixed organization.
Evaluate process changes, impacts, and make recommendations for implementation
May include back office oversight for mail handling, document imaging, data entry and policy operations/premium processing
Creates effective process to manage file loads and data entry for all incoming transactions: enrollments, cancellations, registration, payments and claims.
Ensure the data integrity of the manual process-enrollments, contract entry, survey’s, etc.
Every transaction entered into the system should be valid and is consistent with the business processing rules and data standards
Understand all file processing in details and serve as a subject matter expert (SME) for file loads, data entry, client specific and generic system edits
Monitor file load reports, control error handling process, and ongoing error file exchange with clients.
Communicates with other team as appropriate.
Pass ISO, SOX and other internal and external audits
Focus on the entire process, introducing innovation into the process that can impact results, enhance profitability, and assist the organization to meet its business objectives and goals.
Define, prioritizing, and developing high quality products and features that deliver demonstrable customer and business value across the group.
Act as an ambassador for Agile best practices, lead sprint reviews and engage in daily stand ups and sprint retrospectives.
Help others in the business understand the Agile development process.
Organize backlog based on clear understanding of cross-organizational priorities and business impact.
Communicate sprint deliverables and timelines to management and business stakeholders.
Develop creative ways to solve operational and business problems and drive benefits by changing existing processes, strategies, and ways of working
Ensure alignment on product implementation across each line of business by understanding their value proposition and unique set of needs.
Serve as the subject matter expert, providing support and training as needed.
Oversee implementation of Standard Operating Procedures for task/function.
Develop, document, and maintain internal operational and outward-facing business processes and methodologies
Lead other Business Product Owners to gather requirements, organize, and maintain process documentation, define, and optimize process models, conduct user acceptance testing
Partner with L&D leader to identify and execute LOB-specific training needs
Lead process/relationship management and technical operations teams to meet client needs and drive the LOBs strategic initiatives
Drive development by holding managers accountable for functional and leadership coaching and encouraging associate development planning
Build a superior operations service delivery team by a) assessing, developing, and engaging outstanding talent; b) evaluating existing claims management and ensuring they are operating effectively, addressing technical and leadership gaps in performance.
Identify and orchestrate talent mobility to develop and retain talent with cross-capability and LOB knowledge
Ensure continued development of team in business process management services and tasks including good practices for process analysis, engineering, and optimization.