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Operations Process Engineer

4 months ago

Lansing, United States Jackson National Life Full time
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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 manage projects towards a guiding vision, driving to completion within required deadlines while continuing to maintain cost and quality expectations.
  • Proven ability to effectively manage projects in a fast-paced environment driving to completion within requested deadlines.
  • Highly analytical with ability to solve complex problems and make strong decisions based on both good business judgement.
  • Strong proficiency and/or ability to master the knowledge associated with all job-related software applications which include a variety of technology-based applications and associated change methodology.
  • Expert knowledge of and/or aptitude to obtain expert knowledge of skills and business rules, which may include proficiency with: Jackson's administrative systems Products Distributor rules Tax laws State and Federal regulatory rules.
  • Strong business acumen and customer mindset, allowing for service driven process and technical recommendations to exceed customer expectations.
  • Demonstrated expertise of a defined set of business processes.
  • Strong leadership skills with the ability to both manage up, and effectively support and influence peers.
  • Strong collaboration skills with the ability to work with individuals across multiple teams/sites to accomplish objectives and build consensus across all levels of the organization.
  • Excellent communication (verbal, written), presentation, and interpersonal skills with ability to communicate professionally & effectively across all levels of the organization and external customers as required including influence and negotiation.
  • Proven ability to accept, adapt, and positively influence the implementation of change in an ever-changing environment. Ability to lead change initiatives and communicate in a positive manner.
  • Excellent organizational skills: ability to multitask, delegate, and prioritize tasks and projects to meet deadlines.
  • Strong knowledge of Microsoft Office applications, including Excel, Word, SharePoint, PowerPoint and Access.
  • Strong knowledge of financial services and/or insurance industry business operations.
Qualifications
  • Bachelor's Degree in Engineering is preferred or related STEM field (i.e., Statistics, Supply Chain Management, Architecture, etc.) or equivalent experience required.
  • 3+ years of relevant business and analytical experience required.
  • Prior leadership experience preferred.
  • Project management experience required.
  • Agile experience preferred.
  • Insurance or financial services industry experience preferred.


We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.