Director, Employee Benefits Process Optimization

Dir Solution & Design - CG06BE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

The Director, Employee Benefits Process Optimization, will drive process and technology execution, lead and coach a process team, manage competing priorities, work in a matrixed environment and navigate ambiguity effectively for the Employee Benefits Claims operations supporting Long Term Disability, Life Claims, Premium Waiver, Accidental Death & Dismemberment and Employee Benefits Clinical. This role will be a part of a team of problem solvers and innovators who relentlessly pursue transforming how we do business to meet our customers' needs today, tomorrow and in the future. The key to your success will be grit, the ability to partner with business stakeholders to define vision, business value and priorities and challenging the status quo leveraging data and innovation. This critical role will report to the AVP, Employee Benefits Claimant Experience supporting the above business units.

• • Responsible for managing a team of 4-6 Optimization Consultants who conduct end-to-end process assessments and redesigns. This includes developing Solution Vision, Value, and high-level requirements in alignment with business strategies and prioritized investments.
• • Lead and collaborate with the Claims leadership team to design an End-to-End process assessment aimed at defining the target operational state for claims teams.
• • Turning the vision into an executable plan with defined measures of success and sequence to deliver incremental, long-term value.
• • Comprehend and assist in formulating key business strategies and success KPIs, recommending process and technology solutions that meet major business objectives and desirable outcomes and monitoring value delivery.
• • Work closely with Claims leadership to prioritize process improvement opportunities, managing the flow of deliverables through the AGILE framework to provide incremental value with defined success metrics.
• • Provide both direct and matrixed leadership for process improvements across the supported business groups within Claims.
• • Engage and influence stakeholders and business partners to identify process and technology enhancement opportunities, guiding prioritization discussions and ensuring alignment with LOB strategy.
• • Oversee the design and implementation of process improvements using recognized methodologies such as Lean and/or Six Sigma.
• • Ensure adherence to standardized, disciplined processes, metrics, and process management controls to sustain, adapt, continuously improve, and drive our Process transformation.
• • Offer training, coaching, and mentoring on process design and activities, such as lean management systems and Six Sigma methodologies.
• • Foster a process-focused organizational culture that promotes innovation and creates standard procedures and related materials.
• • Improve and develop processes leveraging technology levers, support IT implementations including data science and AI solutions to achieve business outcomes
• • Encourage and promote a culture of process improvement mindset, collaboration, innovation, and data-driven decision-making to execute upon business strategy
• • Utilize and champion various forms of AI to drive process improvement delivery and develop market leading AI driven solutions

• • A minimum of 5 years' experience leading process improvement programs facilitating medium- to large-scale process and technology initiatives in a large and complex corporate environment with a proven track record of driving return on value
• • A minimum of 5 years of industry experience in a process implementation or product role with knowledge of disability and/or absence required
• • Strong Employee Benefits knowledge preferred
• • Ability to form trusted partnerships across all levels of the organization, including executive management; executive presentation skills required
• • Experience leveraging AI solutions to solve business problems including predictive AI and generative AI
• • Strong data analytics skills; Proven track record working with and building out process maps, metrics and identifying trends at the from the functional level all the way to the highest level of the process.
• • Strong project facilitation and leadership skills; ability to think strategically while connecting to operational details
• • Demonstrated ability to coach, lead and develop a high performing team, motivate others, and achieve results
• • Independent self-starter with a strong work ethic and excellent judgment
• • Bachelor's degree or equivalent work experience
• • Able and willing to travel up to 10% of the time
• • Green/Black Belt experience or similar process methodology training preferred
• • Experience with automated business processes, technology driven solution design, and data science technologies strongly preferred