Process Lead

The Business Solutions team has an opportunity for a Process Lead. As a Process Lead, you’ll be responsible for leading end-to-end process reengineering initiatives that improve efficiency, customer experience, and scalability across the organization. This role partners closely with business and technology teams to document current-state journeys, design future-state processes, and drive sustainable change through implementation.

Ready to get in the driver’s seat? Join us! 

What you’ll do

• Lead process reengineering efforts from discovery through implementation, focusing on efficiency, scalability, and improved customer and employee experiences
• Facilitate detailed journey mapping workshops to document current-state processes, pain points, handoffs, and system interactions
• Design future-state process models, including workflows, decision points, controls, and supporting technology requirements
• Partner with business leaders, product, technology, and operations teams to align process improvements with strategic objectives
• Identify opportunities for automation, simplification, and standardization across end-to-end processes
• Develop clear process documentation, including journey maps, process flows, RACI models, and standard operating procedures
• Support change management efforts by collaborating with stakeholders on communication, training, and adoption of new processes
• Define and track process performance metrics to measure success and drive continuous improvement

This might describe you

• Experience leading end-to-end process improvement or reengineering initiatives in a complex business environment
• Strong background in journey mapping, process modeling, and documenting current- and future-state workflows
• Ability to facilitate cross-functional workshops with business, operations, and technology stakeholders
• Comfort translating business problems into clear process designs, requirements, and improvement opportunities
• Experience partnering with product and technology teams to drive process-enabled change
• Strong analytical skills with the ability to identify root causes, risks, and improvement opportunities across systems and handoffs
• Excellent communication skills, with the ability to influence and align stakeholders at multiple levels of the organization
• Bachelor’s degree in Business, Operations, Engineering, or a related field (or equivalent experience)

Over and above

Key Certifications:

• Lean Six Sigma: Green Belt or Black Belt for process efficiency
• Project Management Professional (PMP): For leading complex initiatives undefined

Essential Skills & Experience:

• 3-5 years' experience in process improvement, or operations, often in fast-paced environments.
• Technical Skills in process mapping (Visio, Lucidchart), ERP/HRIS systems (SAP, Oracle), Data Analysis (Excel, Tableau), Process Modeling.
• Strong leadership, communication, analytical thinking, problem-solving, and change management. 
• Experience supporting digital transformation or automation initiatives
• Familiarity with process performance metrics, KPIs, and continuous improvement practices
• Experience working in insurance, financial services, or a regulated environment