Business Process Owner 1 (Mid-Level)– Life Claims Experience Team

The Opportunity

We are seeking a talented Business Process Owner I (Mid-Level) to join the Life Claims Experience team, where you will contribute to owning and enhancing the operational delivery of the death claim experience within the Life Company's Claims department. This dynamic role offers a unique opportunity to influence how we provide a seamless, empathetic, and efficient claims journey for our members, working as part of a team to drive critical process improvements. You will lead efforts in identifying, designing, testing, and implementing these improvements, focusing on operational effectiveness and end-to-end process management. Your responsibilities will include defining process objectives, business rules, and performance requirements, and managing the end-to-end interactions between dependent processes to minimize failures and eliminate redundancies, driving efficiency and reducing errors in collaboration with Claims Operations.

As a business process owner, you will be responsible to plan, direct and coordinate activities for moderately complex and complex processes, including problem definition, evaluation of requirements, design, testing, and implementation of business processes. Understands the process operating objectives, business rules, performance requirements, risks, and controls and interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance necessary to achieve efficient, effective design and execution of the process. Supports alignment of process to overall experience strategy and vision.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based on the San Antonio, TX Campus. Relocation assistance is not available for this position.

What you'll do:

• Applies knowledge of the business to understand customer gaps in performance, and develops, modifies, re-engineers customer specific process program plans in alignment with business deliverables and enterprise strategy to achieve the level of desired performance.
• Develops, sustains, and manages defined business processes through a structured approach as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solutions.
• Plans and coordinates the overall health of processes by developing control limits, monitoring key performance indicators, etc.
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes.
• Assists in identification of business unit and business process risks across assigned activities.
• Develop communication plans for customers and internal stakeholders.
• Ensures alignment between internal stakeholders and customers across assigned business process projects and services using proactive communication and engagement strategies.
• Utilizes reporting, data, and analytics to measure process and project performance, adjusts services and operational activities, and inform key stakeholders.
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
• Actively provides relevant business performance intel to progress the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

   What you have:

• Bachelor's degree OR 4 years of relevant education and/or experience.
• 4 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.
• Hands on experience with process mapping and modeling and creating and validating process documentation.
• Understanding and application of process management standards and policies, and knowledge of applicable regulations and risk management practices.
• Demonstrated experience with utilizing various systems to collect and analyze data.

What sets you apart: 

• US military experience through military service or a military spouse/domestic partner
• Operational Process Ownership & Improvement: 3 or more years of experience in managing and owning business processes from an operational standpoint, with a strong focus on identifying and resolving day-to-day issues. Proven ability to document processes and utilize issue tracking systems (e.g., ServiceNow) to ensure smooth operational flow.
• Life Insurance & Annuity Product Operations: 4 or more years of hands-on experience with Life Insurance and Annuity products, processes, policies, and procedures, with a deep understanding of how these are executed in an operational environment. Experience with end-to-end product lifecycles for both is highly valued.
• Operational Risk & Control Monitoring: 1or more year of experience actively monitoring and working with Key Risk Indicators (KRIs) and basic risk metrics relevant to Life Insurance and Annuity operations.
• Data Analysis for Operations: Excellent communication skills with the ability to translate operational data into clear visualizations and actionable insights for business stakeholders. Proven ability to use data analysis to identify operational inefficiencies, improve operational effectiveness, and enhance customer satisfaction within a Life Insurance and Annuity context.
• Regulatory & Compliance in Operations: Familiarity with the Life Insurance and Annuity regulatory environment and its direct impact on the daily execution of operational processes.
• Operational Impact Analysis: Ability to analyze changes within operational processes and understand their upstream and downstream effects on the Life Insurance and Annuity lifecycles and related functions.
• Process Documentation & Tools: Experience with process mapping tools and standard office productivity suites, with an emphasis on documenting operational workflows and procedures.