Operations Process Engineer

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Job Purpose

The Operations Process Engineer has ownership for a defined set of business processes and is accountable for the effectiveness of their design, oversight of their efficiency, and overall process improvement. This includes accountability in the creation of workflows/automation, procedural and control documentation utilized to support them, and identification of both technological and manual solutions to improve the customer and associate experience, and to reduce expenses. From both a manual and technological front, this role is responsible for maintaining business processes based on key performance metrics, changes related to strategic initiatives, customer & associate feedback, and other changes such as regulatory and risk management. The core duties of this position include partnership with Operations leadership, and other leaders in the organization to collaboratively improve service delivery through process optimization as well as customer and associate experience, ownership and execution of process changes, and effective change management. This includes ownership for skill health from a process change and control perspective including process documentation updates as changes are made.

Essential Responsibilities

• Analyzes and actively manages workflows and processes, identifying process improvements and technology-based solutions to drive efficiency gains, reduce expense, and/or increase customer satisfaction.
• Effectively evaluates and implements requested changes (i.e., regulatory, corporate initiatives, customer feedback, service issues) for both technological and manual needs.
• Serves as epic/project owner for large scale Operations technology implementations associated with assigned processes and other Operation’s initiatives including required business maintenance.
• Utilizes deep expertise within own and others processes to understand the underlying technological and manual connectivity between individually owned and peer-owned processes that will be impacted by process improvements/changes.
• Provides thought leadership in process improvement, reusability, risk and controls, operational excellence, and continuous improvement.
• Demonstrates business process management expertise including knowledge acquisition of existing technologies (inputs, rules, workflow, and outputs) utilized to support owned processes, other Jackson processes, and Jackson/industry acumen. Customer and associate experience are front of mind.
• Responsible for developing complex project plans, requirements, test criteria, and dependencies to successfully drive projects to completion.
• Responsible for decisions and is the primary creator of process rules, workflow design and effectiveness, and automation priorities in collaboration with peers and key stakeholders.
• Responsible for consulting with business leaders and teams to review/approve new or modified processes & capabilities and the associated change management planning, including accountability for effective and timely communications and coordination of training.
• Owns process documentation and training content, incorporating appropriate risk and control elements in process models as a primary risk/control owner.
• Drives internal and external customer experience by establishing metrics and monitoring for workflow processes and systems.
• Responsible for workflow analysis and effectiveness including changes to forecasted volumes.
• Participates in the selection, procurement, and implementation of software and system solutions.
• Establishes and maintains strong working relationships across business and technical unit management teams to promote and continually broaden the level of business knowledge and the impact of quality/process improvement initiatives, projects, and programs.
• Supports Jackson's portfolio roadmap for the business and technical capabilities and partners with key stakeholders across the company.
• Engage and participate in resolution of escalated issues.
• Consulted in the creation, planning and adherence to departmental budgets.
• Participates in the hiring for key roles as needed. Provides coaching to team members as appropriate.

Other Duties

• Assists staff with the processing of transactions and customer service support as business needs dictate.
• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• Proven experience with engineering principles including statistics and their applications.
• Strong ability to strategically lead and effectively