Business Process Manager

Business Process Manager – Operational Excellence

About Acrisure

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. 

In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible.

Job Summary:

The Business Process Manager is responsible for analyzing, designing, and implementing process improvements to enhance efficiency, quality, and overall performance across the organization. This role requires full immersion in all aspects of the business process they manage, acting as the intellectual owner and developing a comprehensive, end-to-end understanding. This deep engagement, with cross-functional collaboration, ensures the ability to identify continuous improvement opportunities, anticipate challenges and drive meaningful change. The role requires a proactive approach to learning and mastering all process components, stakeholders, and dependencies. The individual will leverage methodologies such as Lean, Six Sigma, and Agile to streamline operations, reduce costs, and ensure alignment with strategic business objectives. Key responsibilities include balancing and managing multiple projects and priorities simultaneously, monitoring performance metrics, and delivering innovative solutions that contribute to operational excellence and sustainable growth. Serves as a backup to the Business Process Owner (Director).

As part of the high-performing, adaptable Operational Excellence team, this role supports process streamlining, integrating automation, and the evaluation and execution of project initiatives to deliver efficient and cost-effective service. The Business Process Manager will have an initial acute focus on the Direct Bill function in North American Retail Insurance Accounting. 

Responsibilities:

• Stakeholder Engagement & Change Management

  • Collaborate with cross-functional teams to understand business needs and gain buy-in for process changes.

  • Effectively communicate proposed changes and their benefits to stakeholders at all levels.

  • Collaborate with other Business Process Managers to ensure consistency in delivery from Operational Excellence.

• Training & Documentation

  • Develop comprehensive training materials including Quick Reference Guides (QRGs), workflow diagrams, PowerPoint presentations, and communication plans.

  • Ensure documentation is clear, accurate, and tailored to diverse audiences.

• Reporting & Analytics

  • Analyze complex datasets to uncover trends, patterns, and actionable insights.

  • Design and maintain dashboards and scorecards in Excel and Power BI to monitor performance and ensure service level agreements (SLAs) are met.

  • Translate technical data into intuitive visualizations and narratives for non-technical stakeholders.

• Process Design & Improvement

  • Map and document business processes using tools such as Visio, Word, Excel, and PowerPoint.

  • Identify opportunities for process optimization and lead implementation efforts.

• Strategic Thinking & KPI Development

  • Understand the business context behind metrics and reporting.

  • Define and track key performance indicators (KPIs) aligned with organizational goals.

• Project & Program Management

  • Manage projects, varying in size, ensuring timely delivery and alignment with business objectives.

Requirements

Required Qualifications

• Proven experience in business process management, data analysis, and stakeholder communication.

• Strong storytelling skills to present data insights effectively to non-technical audiences

• Ability to troubleshoot errors in data collection, calculations, or visualizations

• Meticulous in documenting step-by-step (QRGs) of a process to ensure accuracy and completeness

• Excellent written and verbal communication skills, free of slang and grammatical errors, including the ability to influence, actively listen, and problem solve with minimal assistance.