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Overview

Our client is seeking a Business Process Specialist who will spearhead operational excellence and continuous improvement while supporting key strategic initiatives, particularly in the context of a CRM system implementation. This role focuses on improving and optimizing business processes, driving transformational change, and setting up efficient operating models to enhance the customer experience.

Key Responsibilities

• Leadership & Strategy:
• Oversee the execution of critical strategic initiatives, including enterprise CRM implementations.
• Facilitate large-scale assessments to identify opportunities for process improvements across departments.
• Spearhead change management efforts, ensuring smooth transitions during process changes.
• Process Optimization & Design:
• Use Lean Six Sigma, Design for Six Sigma, and Agile methodologies to optimize business processes, work systems, and decision-making frameworks.
• Design and implement new processes to improve cost, quality, and speed.
• Strategic Planning & Consulting:
• Create and align strategic priorities across teams to ensure focus and business goals alignment.
• Serve as a trusted advisor, providing benchmarking data, research, and operational assessments.
• Lead discovery sessions and collaborate with System Integrator (SI) partners on current and future state analysis.
• Cross-Functional Collaboration:
• Create and maintain strong relationships across departments to drive CRM and process improvement initiatives.
  

Qualifications

• Education & Experience:
• Bachelor’s degree in Business Administration, Management, or a related field.
• 5-7 years of experience in business process management or consulting, ideally within the insurance industry.
• Experience in leading end-to-end CRM implementations.
• Project Management Certification is a plus.
• Certifications & Skills:
• Lean Six Sigma Black Belt certification (preferred).
• Advanced proficiency in MS Office (Word, Excel, Access, PowerPoint, Visio, Outlook).
• Strong leadership capabilities with experience managing and facilitating cross-functional teams.
• Excellent communication skills with the ability to present complex concepts to all levels of an organization.