Business Process Excellence Specialist

Job DetailsJob Location: Westlake, OH 44145Position Type: Full Time
*This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after 90 days.

JOB OVERVIEW

The Business Process Excellence Specialist supports enterprise-wide process improvement initiatives by collecting procedures, facilitating process mapping, documenting business rules, and maintaining the centralized repository of all process documentation. Leverages artificial intelligence tools to accelerate documentation, analysis, and training development while ensuring all materials remain easily accessible and up to date. Develops training materials and supports cross-functional collaboration to drive operational excellence.

RESPONSIBILITIES & DUTIES

Collects, inventories, and analyzes procedures from across all business units using AI tools to identify gaps, overlaps, and inconsistencies
Maintains centralized procedure repository with version control, ensuring all materials remain current, accurate, and easily accessible
Facilitates process mapping sessions with subject matter experts to document workflows and capture business rules
Develops and maintains AI-enabled training materials that clearly explain processes, business rules, and rationale for both new hires and process updates
Manages knowledge articles, FAQs, and documentation across platforms including Salesforce to ensure accuracy and accessibility
Coordinates cross-functional collaboration across Technology, Finance, Compliance, Legal, Risk, Sales, and HR teams
Supports Change Management Committee meetings and tracks process improvement initiatives through project documentation
Collects feedback and data on process changes, training effectiveness, and business impact including time saved and client satisfaction

QUALIFICATIONS

Associate’s degree in business, finance, or related field preferred
Bachelor's degree preferred
Minimum 3-5 years’ experience in retirement account and/or financial services industries required
Demonstrated experience working across multiple business units or processing teams preferred.
Experience with change management or project leadership preferred.

PROFESSIONAL CERTIFICATIONS

None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

Intermediate to advanced proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint)
Proficiency with AI tools and platforms to accelerate work, enhance documentation, and develop training materials
Demonstrated success in problem-solving and analytical thinking
Experience navigating multiple systems simultaneously
Effective written and verbal communication skills
Strong attention to detail and accuracy in documentation and analysis
Ability to work independently and efficiently manage time
Strong organizational skills and ability to prioritize multiple tasks
Experience with learning management systems or training development tools preferred
Experience with knowledge management systems and document repositories preferred

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

Optimizes work processes
Collaborates
Decision quality
Communicates effectively

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Qualifications