The Business Process Manager drives operational excellence within the Resolutions (Claims) Department by leading process improvement, workflow modernization, and transformation initiatives. Working closely with business stakeholders, this role identifies opportunities to improve efficiency, strengthen operational performance, and support organizational priorities through process optimization, technology solutions, and effective change management. The position partners closely with the Underwriting Operations Business Process Manager and other operational stakeholders to align process improvement efforts, share best practices, and support consistent approaches to operational excellence across business functions. The role is responsible for delivering measurable business outcomes and sustainable operational improvements.
KEY RESPONSIBILTIESProcess Improvement & Operational Excellence - Partner with business stakeholders to identify, analyze, and implement process improvement opportunities within the Resolutions Department.
- Evaluate workflows, business processes, and operational practices to identify inefficiencies, risks, and opportunities to improve effectiveness and service delivery.
- Develop and maintain current-state and future-state process documentation, process maps, and operational improvement roadmaps.
- Establish and monitor operational metrics to evaluate the effectiveness of process improvements and support continuous improvement efforts.
Transformation & Change Enablement- Support the planning and execution of operational transformation initiatives aligned with departmental priorities and strategic objectives.
- Facilitate stakeholder engagement, communication, and adoption activities associated with process, technology, and operational changes.
- Assist business partners in evaluating the operational impact of proposed changes and developing implementation approaches that support successful adoption.
Technology Enablement & AI Readiness - Identify opportunities to leverage technology, workflow automation, and AI-enabled solutions to improve operational effectiveness and reduce administrative burden.
- Partner with business and technology stakeholders to define requirements, evaluate solution options, and support implementation efforts.
- Monitor emerging technologies and industry trends to identify opportunities for modernization and continuous improvement.
Project & Initiative Management - Coordinate and manage multiple operational improvement initiatives, ensuring priorities, timelines, risks, and dependencies are effectively managed.
- Develop project documentation, business cases, cost-benefit analyses, and recommendations to support leadership decision-making.
- Track initiative progress and communicate status, risks, and outcomes to leadership and stakeholders.
Governance & Stakeholder Partnership - Collaborate with department leadership and cross-functional stakeholders to align operational initiatives with business objectives.
- Support the development of process governance, accountability, and ownership structures that promote sustainable operational improvements.
- Present analyses, recommendations, and performance results to leadership and business partners.
EXPERIENCE and EDUCATION- Bachelor's degree in business, operations management, project management, information systems, or a related field required. Lean Six Sigma, PMP, Prosci, or similar certification preferred.
- Typically 5 years of experience in business process management, operational excellence, business operations, project management, or related disciplines; experience within the insurance industry or other highly regulated environments a plus.
- Strong understanding of process mapping, workflow analysis, business requirements development, root cause analysis, and continuous improvement methodologies.
- Experience facilitating organizational change and supporting the successful adoption of new processes, technologies, and ways of working.
- Familiarity with workflow automation, operational modernization, and technology-enabled process improvement initiatives.
- Ability to evaluate emerging technologies, automation opportunities, and AI-enabled business solutions to improve operational efficiency and reduce administrative burden.
- Demonstrated ability to analyze business processes, identify operational inefficiencies, and develop practical solutions that improve effectiveness, service delivery, and business outcomes.
- Proven success partnering across departments to build alignment, influence decision-making, and drive operational improvements without direct authority.
- Strong analytical, problem-solving, and critical thinking skills, with the ability to translate complex business and technical information into actionable recommendations.
- Ability to prioritize competing initiatives, manage multiple projects simultaneously, and deliver results in a fast-paced environment.
- Comfortable presenting recommendations, project updates, and operational insights to leadership and business partners.
- Proficient in Microsoft Office Suite and process mapping tools such as Lucidchart, Visio, or similar platforms; experience with reporting and data visualization tools preferred.
The below annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, the work location as well as market and business considerations.
Salary Range
$105,000-$121,000 USD
Benefits:- Health Insurance - We offer subsidized plan options with an optional pre-tax Health Savings Account (HSA), including an annual employer contribution and investment options. The plans offer a prescription benefit and telehealth
- Dental Insurance - Two plan levels are available, depending on needs
- Vision Insurance -We offer in- and out-of-network options; Lasik discounts are available.
- 401(k) - UE makes a 3% safe harbor non-elective contribution beginning the first of the month after date of hire; these funds are vested immediately. After one year of service, employees receive a 7% profit sharing non-elective contribution, as well as become eligible for a matched contribution of 25% of the first 5% employee deferral. Employees can make pre-tax contributions or taxed (Roth) salary reductions. Catch-up contributions for employees 50 years old and over. Employer contributions are fully vested immediately
- Life Insurance - UE pays for Basic Life Insurance, and employees have the option to apply for additional Voluntary coverage
- Short- and Long-Term Disability Insurance - We offer coverage in the event employees are unable to work for a period of time
- For the first two years of employment, employees accrue PTO at 24 days per year. At the beginning of the third year of service, employees accrue 30 days per year of PTO
- 11 paid holidays annually including Juneteenth and an employee choice floating holiday
- Bonus eligibility is based on salary earned and performance for the year
- Hybrid environment - employees are typically in the office 2-3 days per week after the initial training period
- Inclusive and supportive culture that embraces diversity and provides opportunities for all to succeed
- Monthly lunches and various social events throughout the year
- Opportunities to join the Social Committee, Employee Resource Groups (ERGs), and Inclusion, Diversity, and Equity Alliance (IDEA)
