Manager Business Process Solutions

Responsibilities

Solution Design Process Excellence

• Design transformation and process optimization solutions for Life Annuities BPS accounts, using automation and continuous improvement frameworks.
• Run discovery and process assessments, including operational deep dives and time-motion studies, to map current-state processes and design lean or automated future-state workflows.
• Lead DMAIC and other improvement initiatives to reduce defects and optimize operational metrics; review and approve resulting Average Handle Time and baseline changes.
• Own quick-win improvements end to end, from business case through build, testing, implementation, and post-implementation validation.
• Translate operational pain points into requirements and business cases for platform-level change, maintaining a roadmap that separates tactical fixes from longer-term structural solutions.

Automation AI-Enabled Efficiency

• Act as the primary liaison between operations and technical RPA teams across development, testing, and deployment, including account-specific work such as disbursement automation.
• Oversee RPA rollouts from scope through hypercare and steady-state maintenance.
• Identify and deploy AI-enabled efficiencies such as generative AI assistants, document intelligence and OCR, intelligent classification and extraction, and AI-assisted quality review.
• Take AI use cases from proof of concept to production, quantifying accuracy, handling-time impact, and cost benefit before scaling.
• Partner with IT, data, security, and compliance teams so that AI solutions meet data privacy, model governance, and client contractual requirements, and build AI literacy within the delivery team.

Power Platform Reporting

• Direct the design and deployment of workflow applications (PowerApps) and operational reporting dashboards (Power BI).
• Own the PowerApps-based IdeaHub portal and the intake portals for high-impact project and automation requests, covering intake, scoping, and prioritization.
• Review submitted ideas for feasibility, return on investment, and strategic alignment, progressing viable concepts through executive governance.

Project Management Governance

• Serve as the central hub for operations delivery projects, maintaining a consolidated portfolio view of scope, owners, milestones, dependencies, and status across accounts.
• Run intake-to-closure governance, including prioritization, business case sign-off, stage-gate reviews, and formal closure with benefits realization tracking.
• Maintain the master project plan and RAID log, driving mitigation and timely escalation with operations, IT, quality assurance, and client stakeholders.
• Chair project cadences, manage resourcing and capacity across concurrent Lean, Six Sigma, RPA, and Power Platform workstreams, and own action tracking to closure.
• Own project management standards, templates, and documentation to ensure consistent delivery quality, and track delivery KPIs including on-time milestone completion, savings realized versus business case, and post-go-live stability.
• Present process excellence metrics, automation pipeline updates, and transformation milestones at internal Monthly Business Reviews and at client QBRs and MBRs.

Growth Support

• Provide subject matter expertise on process excellence, digital transformation, and automation capabilities for RFPs and RFIs.
• Manage proofs of concept for emerging platforms such as Epiplex process documentation, including pilots, access management, and governance.

Requirements and Experience

• Bachelor's degree and 8 or more years in operations, process excellence, or business transformation, preferably in insurance or BPS (Life, Annuities, or Wealth).
• Lean Six Sigma Black Belt certification with a track record of delivering quantified savings.
• Hands-on experience with RPA delivery lifecycles and the Microsoft Power Platform (PowerApps, Power BI, Power Automate).
• Demonstrated experience deploying AI-enabled efficiencies such as generative AI, document intelligence, or intelligent automation in an operational setting.
• Proven ability to present to senior leadership and external clients in MBR and QBR forums, with strong stakeholder management across operations, IT, and quality assurance.

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