Overview: The Business Process Manager is a leader who ensures employees have the know-how and resources to execute their roles efficiently, accurately and in a manner consistent with our corporate values and best practices. As a workflow guru, he or she develops the best solution that balances efficiency, quality and consistency while garnering input from key stakeholders. He or she orchestrates training programs that support the knowledge and skill growth of our client service teams to allow them to progress in their roles, to advance in the company, and to deliver outstanding results. With a focus on a specific discipline, the Business Process Manager ensures that client service processes are consistent and internal quality and data metrics are met.
Responsibilities: PROCESS MANAGEMENT

• Creates workflows that start with the end in mind and master the most effective path to the desired result while effectively balancing the needs of the business with those of our employees and clients
• Identifies where process bottlenecks exist as well as the impact that process changes have on the business; establishes a plan to streamline processes where needed and participates in the resolution
• Engineers processes to achieve the optimal blend of efficiency and quality, leveraging technology when possible
• Ensures each process, new or transformed, has appropriate KPIs to measure performance while also seeking out ways to measure the performance of existing processes
• Applies similar approaches and procedures across multiple systems and departments within the company to maintain a consistent Assurance methodology
• Considers agency management systems, reporting tools and other available technology and software when creating new processes; demonstrates an awareness of the impact and consequences of business process design decisions
• Leads the documentation and maintenance of procedures to be used both in training and as an ongoing reference to ensure accuracy and consistency across all disciplines
• Proactively seeks feedback on areas of opportunity to improve efficiency, quality, and effectiveness; engages appropriate employees and stakeholders when designing workflows and procedures
• Consistently searches for best practices to incorporate into procedures and workflow and actively seeks areas of the business that need solidification and documentation of process
• Develops quality and accountability expectations, creates tools to measure data and process quality and supports managers with implementation; partners with managers throughout the company to achieve quality and data standards
• Assists in creating reports and other data output tools to support various needs of the organization, including financial reports, team performance, quality and process audits, and client measurable value

AGENCY MANAGEMENT SYSTEM ADMINISTRATION

• Identifies problems or inconsistencies as it relates to the configuration, security structure, and workflow management within the agency management software; builds and fosters partnerships and with software vendors as appropriate
• Participates in all upgrades of our agency management systems; this includes reviewing release notes, testing workflows, updating procedures and training on system releases
• Makes recommendations for how enhancements and new features of our agency management systems can be implemented to make improvements to our business
• Serves as a point of contact for escalated system issues and works to achieve a timely resolution; engages additional resources as needed

CHANGE MANAGEMENT

• Consistently follows Assurance’s change management best practices and sets an example for other leaders within the organization
• Applies change management principles to projects and in all interactions with internal clients; this includes fostering an interdisciplinary approach and engaging other departments to achieve outcomes
• Identifies the impact of change on stakeholders and makes recommendations on how to successfully execute change management strategy to achieve desired results
• Demonstrates the ability to use project planning and tracking tools and leverages these tools to keep all stakeholders informed, aware of key milestones and progress that’s being made toward achieving desired results

MANAGE LEARNING PROGRAMS

• Leads team of Business Process Specialists that train on specific workflows and processes, our client service platform, agency management systems and other Assurance best practices; ensures positive and successful training experience for employees
• Works closely with Learning & Development to create learning platforms that help employees understand the important role they play in minimizing risk and maximizing health for clients
• Identifies training needs and develops solutions to meet those needs; depending on scope and scale of the solution, this may include involving Learning & Development in the creation of a solution
• Builds learning programs to successfully teach and repeat training for client service process, agency management systems, best practices and other key areas; seeks new and effective ways to make training sessions repeatable
• Develops industry-specific training with the goal of making employees self-sufficient and knowledgeable when responding to client needs
• Encourages and develops ways for employees to be self-sufficient, creative solution-seekers, and effective problem-solvers
• Maintains new hire training documents to ensure they remain accurate and relevant as procedures and tools are updated

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BUILD AN EFFECTIVE TEAM*

• Fosters innovative thinking and encourages team members to put forth and participate in new ideas to improve the team and the company
• Fosters working relationships among team members and others that demonstrate our best and brightest characteristics
• Recruits and hires new team members with appropriate skills, experience, traits and competencies by following Assurance’s hiring and interviewing best practices
• Monitors staff workloads and determines appropriate assignment of responsibility
• Communicates with team members through regular meetings following Assurance’s best practices, including information on company updates, team performance, and other information relevant to their roles
• Consistently uses the tools and follows best practices in our manager toolkit

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DEVELOP AND MANAGE DIRECT REPORTS*

• Executes onboarding process, oversees training and education, and introduces to team members to ensure a smooth transition for new employees; assigns mentors and coordinates on the job learning as necessary
• Conducts regular one-on-one meetings with all direct reports
• Coaches employees by providing methods and resources to finding answers when appropriate
• Follows performance management process with direct reports on schedule, including individualized business and development goals developed in collaboration with each employee; fosters open communication on performance and accountability standards throughout the year
• Leads team members to achieving specific goals and objectives
• Appreciates individual accomplishments by utilizing recognition practices in a personalized way for each employee; share team success broadly and asks others to recognize as appropriate

Qualifications: REQUIRED

• BS/BA in Business, Insurance, Management or related field
• 5+ years of experience in management, process development, training, or comparable role within an insurance agency
• Advanced knowledge and experience working with Epic
• Proven track record for leading a team to specific goals
• In depth knowledge of agency management systems, workflow development, training, and education
• Ability to leverage technology and quickly learn new technologies, from agency management systems to the Microsoft Office product suite

PREFERRED

• Certified Business Process Professional or Certified Business Process Associate from the Association of Business Process Management Professionals
• CPCU, CEBE, ARM or other insurance professional designation

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About Assurance*
Assurance, a Marsh & McLennan Agency LLC, company, is a full-service brokerage providing business insurance, employee benefits, private client insurance, and retirement services to businesses and individuals across the country. Assurance operates as Marsh & McLennan Agency’s Midwest regional headquarters. Consistently recognized as a top workplace, Assurance attracts and retains its insurance talent by rewarding expertise and investing in career development. Assurance employees enjoy an award-winning culture that fosters a highly productive and results-driven working environment.

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Services*: Business Insurance, Employee Benefits, Financial Services, Private Insurance, Surety

Awards: Assurance is continually named a "Best Place to Work" by leading publications and organizations such as Fortune magazine, the National Association for Business Resources, The Chicago Tribune, Crain's Chicago Business and Business Insurance magazine (check out all of our accolades).

Culture: Our employees enjoy an environment that fosters success and creativity and provides countless opportunities for growth. We make sure our employees are happy and motivated by offering enviable benefits, rewards programs, celebrations, perks and a few surprises around every corner. Together, it all adds up to a company that develops and retains passionate individuals who deliver superior performance and measurable results to our clients.

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Fun Fact*: 31% of Assurance experts agree the best Saturday Night Live skit of all time is "More Cowbell".

Assurance has won over a hundred workplace awards largely due to our intentional and caring approach that begins with meeting our people where they are, celebrating their differences and creating an inclusive environment.

Assurance is a proud equal opportunity employer. We celebrate diversity and we are committed to equal employment opportunities regardless of age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity, gender expression, national origin, marital status or civil partnership/union status, veteran status, citizenship, pregnancy, genetic information, physical or mental disability, or any other status or characteristic protected by federal, state or local law.

Harassment or discrimination based upon any of the above is inconsistent with our values and will not be tolerated; this includes harassment or discrimination for being associated with or knowing someone that identifies with any of the above.

Marsh & McLennan Agency (MMA) provides colleagues the freedom to make a career and difference. We encourage you to explore your curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams. More than just insurance brokers, we believe that a business culture that supports a healthy, safe work environment does so by offering the right benefits, programs, policies and opportunities to keep employees engaged and productive including: health and welfare, tuition assistance, 401K, employee assistance program, volunteer opportunities, and other programs.

Job Type: Full-time

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