Sr Business Process Specialist

Title 

Senior Business Process Specialist

Overview of Position
Responsible for providing support to internal and external clients/customers as it relates to managing business processes end-to-end. Focus on identifying opportunities to drive efficiencies, manage and model process design for new and existing products and services by applying nuanced technical, product, and process management expertise. Integrate new process flows or requirements into existing workflows, define new workflows and/or requirements for new clients, systems, products, and/or processes. Assess the operational, financial, and customer impacts of changes. Monitor process performance in collaboration with stakeholders to ensure ongoing continuous improvement.

What will be my duties and responsibilities in this job? 

PROCESS DEFINITION/SOLUTIONING – 35%

• Triage, analyze and resolve production issues reported by internal/external customers. Oversee issue to resolution including collaborating with technology product, account executives, and/or operations teams as needed.
• Primary contact for customers on inquiries and requests for enhancements.
• Coordinate business process improvement strategies with internal stakeholders.
• Troubleshoot and manage access for external users for Assurant applications including issue resolution.
• Define, analyze and apply changes to databases, subsystems, and user-maintained tables.
• Develop and provide moderate to complex ad-hoc reports and comparisons.
• Manage and influence design of automated workflows including resolving issues as they are reported.
• Gather, analyze/research and interpret data to provide solution design recommendations for incoming project requests.
• Influences decisions around the definition and simplification of processes to reduce operational friction that impacts LOB’s, customers, and clients.
• Develop new process models based on business process management standards.
• Modify and optimize process models based on defined goals/requirements.
• Identify and drive operational innovation, automation, and transformation initiatives that can impact results and assist the organization to meet its business objectives and goals.
• Define and recommend best practices in support of new client and/or new product installations.
• Participate in identifying specific financial savings or other financial impacts associated with work and development of cost/benefit analysis.

PROCESS ANALYTICS/OPTIMIZATION: 30%

• Perform ongoing analyses on business processes related to productivity, quality, costs, and time management.
• Display advanced subject matter expertise for given products/systems to support the business and technology teams for inquires and enhancements.
• Identify opportunities to improve or gain efficiencies within our systems applications and/or are impacted by our applications and recommend alternative solutions.
• Complete and lead project work to include analysis, test plans, testing, implementation, and postproduction validation.
• Define the most optimal service delivery process and leverage technology to deliver automated and efficient business processes that enhance the customer experience and ease of doing business.
• Define and document project definitions and business rules as required.
• Provide client/production support as assigned
• Establish and manage process documentation repository and ensure accuracy as process enhancements are executed.
• Map data of moderate to complex files resulting from the corporate initiatives that involve system integrations, mergers, acquisitions, and new product implementation.
• Oversee low to moderate size projects and own delivery of certain aspects in large projects as needed.

STAKEHOLDER COLLABORATION (IT, PRODUCT, FUNCTIONAL/CAPABILITY LEADERS, CX, ETC.) – 35%

• Document business and functional requirements and present to internal and external stakeholders. Includes initial definition of initiative scope and success criteria.
• Coordinate business process improvement strategies with internal stakeholders across varying levels of the organization.
• Assist Agile teams with test/configuration support.
• Collaborate with AE/PM to determine approach for system initiatives.
• Able to mentor/guide/support peers and less experienced team members regarding product and process management expertise.
• Build rapport and working relationships with associates from other departments and our business partners across all levels of the organization including leadership.
• Develop, document, and maintain internal operational and outward-facing business processes and methodologies.
• Educate and enforce process standards across the operational teams.
• Train the trainers and/or impacted associates.
• Develop and implement standards for documenting, reusing, sharing, and maintaining process documents.
• Operate within the enterprise business capability model and process landscapes in collaboration with the operation capability leaders.
• Participates in functional and cross functional teams to meet objectives, improve processes, and improve stakeholder satisfaction 

What are the requirements needed for this position? 

• 4+ years’ experience of business process analyst related role with knowledge and experience in: Investigating issues and solution recommendations while considering all possible outcomes and scenarios.
• Excellent oral and written communication skills to effectively perform system support duties.
• Advanced analytical skills with experience in collecting, organizing, analyzing, and disseminating abundant information with accuracy.
• SSP and Black Knight systems working knowledge.
• Requires knowledge of a variety of applications including mainframe systems, Microsoft suite and rational tools.
• Advanced organizational skills and the ability to multitask
• Ability to learn new applications and equipment quickly.
• Advanced interpersonal skills – especially working with cross-functional teams and the ability to always present a professional image.
• Ability to prioritize, organize and work independently or as part of a project team to complete tasks.
• Communicate effectively; written and verbal including developing and leading presentations to various levels of management.

What other skills/experience would be helpful to have? 

• Ability to think holistically including relationship between people, process, and technology.
• Requires thorough understanding of planning, analysis, and testing techniques.
• Ability to process complex time sensitive data and information from multiple sources, make decisions and communicate actions.
• Keen observation skills to interpret and document complex workflow processes and identify opportunities to streamline.
• Ability to digest and synthesize large amounts of data from disparate systems and platforms.
• Proven strong emotional intelligence and interpersonal skills including experience working in a matrixed organization.
• Experience supporting business process management teams/functions
• Project management expertise via PMP certification or similar
• Basic familiarity with company products and services including insurance and operations.
• Working knowledge of company products and services
• Experience with end-to-end workflow/process design and management practices, tools, and responsibilities.
• Experience in the financial services sector
• Project management processes, including project planning, risk and issues identification, assessment, change management, and production support related functions.
• Bachelor’s degree in business or information systems or equivalent experience in adjacent industry
• Working knowledge of existing processes and service delivery expectations

What are the working conditions and physical requirements of this job?  

General office demands  

ENT3319 - Sr Business Process Specialist

Job Grade

09

Pay Range:

$27.08 - $45.22

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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