Continuous Improvement Manager - General Motors Insurance

JOB DESCRIPTION

Why General Motors Insurance?

At General Motors Insurance, we are building an Insurtech business that will reinvent auto insurance. We are fully owned and backed by auto industry leaders General Motors and GM Financial.

This is a truly unique opportunity to join at the foundational stage of a start-up leading the transformation of the auto insurance experience.

GM has the largest connected vehicle fleet worldwide. In the US alone, there are currently 9M+ connected GM vehicles on the road and that number is projected to triple in the next 10 years. More than that, the OnStar system currently has access to over 900 data points from the vehicle. This surge in information about vehicles and how they are driven will revolutionize auto insurance. This disruption is backed by the bold GM vision of zero crashes, zero emissions and zero congestion. We are serious about the safety and financial security of our customers.

This position will be posted until filled.

The Continuous Improvement Manager will lead a team of Operational Excellence Analysts. This position is responsible for driving strategic, operational, and organizational improvements. This manager plays a vital role in key work processes, ensuring that they serve organizational, contractual, and compliance requirements, while considering the impact on team members and customers. This position manages all aspects of commissioned process improvement initiatives/projects, including defining/measuring the problem, conducting detailed work analysis (e.g., workflow observation, process flow analyses, value stream mapping, risk mitigation plans, quality plans, communication plans, implementation plans, etc.) and developing outcomes-based process improvement interventions and implementation work plans. This position will be responsible for building out the capabilities needed to support the growth plans of General Motors Insurance.

About the role

• Coaches, mentors, develops, and grows team members following Business Process best practices and procedures towards performance improvement and career development
• Provides leadership on fast-moving, complicated improvement projects and act as the primary point of contact for management
• Partners with teams to help identify ways to transform their work and document key opportunities for improvement, set priorities, identify root causes, develop implementation plans and create structure for Process, and Change Management.
• Acts as a trusted advisor, works alongside business and senior leadership to help determine project prioritization to achieve the best results
• Gathers and analyzes large amounts of information quickly to problem solve and drive decision-making effectively across multiple projects simultaneously
• Partners with teams to ensure daily work connects to the overall strategy of the organization
• Ability to move between the granular details to the big picture, aligning details and tasks to support strategic priorities of the organization
• Skilled at facilitating, collaborating and building trusted relationships with cross-functional groups composed of a variety of disciplines, roles and organizational level
• Ability to maintain high quality work standards while managing competing demands
• Collaborates with internal customers, product management, and other technology teams
• Analyze, promote, and ensure compliance with division and department regulatory standards
• Work closely with Customer Engagement Leadership to create a continuous feedback loop and coaching program that will drive elite operational results
• Participate in the development, implementation and maintenance of procedures and templates to assist the evaluation compliance adherence and internal audit

• Must have knowledge of overall insurance industry
• Possess an understanding of Guidewire products, software development lifecycle process, and how they fit together to drive operational results
• Project Management - Possess knowledge and expertise in project management methodologies, tools and techniques
• Proven ability to lead functional, collaborative teams
• Consistently and effectively communicates with a wide spectrum of people at all levels of leadership
• Demonstrates ability to analyze and solve problems, develops implementation plans, and aligns with other operations and technical resources to meet expectations for the operational area, IT division and company
• Ability to build a completely new department, including best practices, strategy and communications
• Process Excellence - Knowledge of and experience in developing improvement opportunities and implementing efficiencies, champion process excellence initiatives
• Consulting / Client Focus - Ability to build and sustain lasting relationships with internal clients. Influence and positively deliver results and solve problems for future success
• Analysis & Communication - Process analysis, effective communication including active listening and comfort presenting to senior leadership, ability to simplify complex information and develop clear communications and presentation materials to a variety of audiences
• Strong, proven experience with leadership, business acumen, problem solving, critical thinking, and analytical skills
• Expert-level ability to influence and affect change at all levels of the organization
• Solid track record in delivering results

• High School Diploma or equivalent required; Bachelor's Degree or equivalent work experience preferred
• 3+ years insurance operations experience (sales, service, and/or claims) required
• 1+ years in an insurance analyst, compliance, or quality role required
• 3+ years leading a team of Insurance Specialists, Claims Business, or Process Analyst required

• AIC, AINS, AIS, CPCU, or SCLA preferred