Senior Business Process Improvement Analyst – Policies and Procedures

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. 

We’re actively seeking a talented Senior Business Process Analyst - Policies and Procedures to join our Workforce Benefits Team (remote) in Chattanooga, TN.

As a Senior Business Process Analyst - Policies and Procedures, you’ll play a key role in Pacific Life’s growth and long-term success by helping set the foundation for the Workforce Benefits Divisions, ability to deliver a first-class, empathetic, and frictionless customer experience. This role will work closely with Senior Leaders across customer service, underwriting, claims, and other key stakeholders to identify where policies and procedures are needed and will develop, implement, and maintain documentation that balances our compliance with the required laws, regulations, and industry standards with our aspiration to deliver a best-in-class customer experience.  

How you will make an impact:

• Develop best-in-class policies and procedures capability to ensure that processes are consistently documented, understood, adhered to, and updated as appropriate

• Identify areas where policies and procedures are needed and collaborate with the relevant stakeholders to develop, implement, and maintain documentation that supports our goals of delivery a best in class customer experience

• Work with training team to develop training materials that enable new employees to easily understand and adhere to the policies and procedures appropriate with their role

• Conduct regular reviews of policies and procedures to ensure they remain up-to-date and relevant to the organization's needs

• Monitor and analyze policy and procedure-related data to identify trends and areas for improvement

• In partnership with business stakeholders, identify process improvement opportunities and ideate on solutions for improving

• Collaborate with relevant stakeholders to resolve policy and procedure-related issues and to identify opportunities for process improvements

• Maintain a working knowledge of best practices and emerging trends in policy and procedure development and implementation for benefits products.

The experience you will bring:

• Minimum of 5 years of experience in policy and procedure development and implementation, preferably with experience in the workforce benefits space

• Excellent communication skills, including the ability to write clear and concise policy and procedure documentation and to present complex information to stakeholders

• Strong understanding of applicable laws, regulations, and industry standards related to policy and procedure development for benefits products

• Detail-oriented with strong organizational skills and the ability to manage multiple projects and priorities.

• Ability to work collaboratively with cross-functional teams and to build effective working relationships at all levels of the organization

• Strong analytical skills and the ability to identify trends and areas for improvement

• Bachelor's degree in business administration, organizational management, or related field

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What will make you stand out:

• Experience establishing  a policies and procedures capability inside an organization

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You belong at Pacific Life

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Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, m