Process Improvement Sr. Manager

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

Reporting to the Director of Process Improvement, the Process Improvement Team Leader will manage a team of Process Improvement Business Analysts and Project Managers with a goal to exceed pre-defined performance standards. Act as the Team Lead to drive the development and implementation of customer service, business processes and systems improvements. Deliver improvements in customer experience and operational costs across the organization and support the development of a continuous improvement culture. This position will assist in providing in depth thought leadership and support to all business operations teams, demonstrating a curiosity for the business. Acting as the voice of operations, they will ensure Operations requirements are met, showing interest in business stakeholder needs and challenges to help better articulate and architect solutions.

Facilitate the identification of process improvement opportunities across the department and manage the associated change implementation to deliver to quality and cost targets.
1. Oversee the team's projects simultaneously, ensuring they are completed on time, within scope, and within budget.
2. Manage to strong governance principles and implement an appropriate framework to lead project planning, scheduling, controlling and reporting activities for locally delivered Operations projects and acquisition of appropriate resources. Ensure comprehensive project, quality, and risk plans are prepared and maintained and issues are actively managed through to their successful resolution.
3. Deliver effective communications, project and status reports to all interested parties including stakeholders, sponsors and Senior Managers to support effective decision-making and manage the smooth and integrated delivery of projects. Ensure that key stakeholders are engaged in business improvement activities, including implementation and adoption.
4. Work with team to develop and maintain procedures for all facets of work. Ensure standard work is adhered by conducting ongoing quality control review of work product. Ensure feedback and additional training are provided to staff as needed to develop skills to meet or exceed company standards.
5. Independently define, develop and deliver large scale ($500K+), complex, cross-department projects, from initiation to closure, to deliver against to customer, people and/or cost targets.
6. Provide coaching and development to assist team members in growth. Monitor and document staff performance to include quality, work habits (absenteeism/tardiness) and all other pertinent, measurable functions or attributes. Ensure feedback, training, recognition and disciplinary actions are commensurate with performance. Write/administer factual reviews for existing and newly recruited team members.
7. Identify and manage risks and issues to ensure that critical problems are escalated at the earliest opportunity and mitigating actions are implemented, in line with change control processes.
8. Manage project related third party and IT relationships ensuring that dependencies are identified and managed and deliverables are achieved, as defined in the project plan and without incurring unnecessary cost or delay to the project.
9. Provide input on annual budget process and document reason(s) for monthly budget variances.
10. Complete all other reports and duties, including time sheets, overtime justification, work volume, productivity & quality report and other goals and objectives as assigned.

Education

BS/BA Degree in Business or IT (may consider equivalent combination of education and experience.)

Certified in Lean, Six Sigma Black Belt or other structured process improvement methodologies

PMP or equivalent certification preferred

LOMA, CLU, ALU or equivalent industry designation preferred

Experience/Knowledge

7+ years in a Process Improvement role with a successful delivery track record

5+ years of people leadership experience

5+ years of experience managing large scale projects working to targets to improve customer, people or cost metrics with savings in excess of $500K

Experienced user of business analyst techniques and related tools including data analyzation, process mapping, functional business modelling, statistical process control, activity sampling, value stream mapping etc.

Applied knowledge of change management methodologies, such as PROSCI or ACMP, preferred

Experience in life insurance industry, preferred but not essential

Skills

Demonstrated Leader

Strong analytical/critical thinking skills

Strong leadership and coaching skills

Strong stakeholder management skills

Ability to collaborate and engage people in change

Strong delivery orientation and willing to be hands on to get the job done

Outstanding verbal and written communication skills

Self-starting to lead team to deliver change across the business

Team-oriented

Project management skills

Process improvement skills

Strong organizational skills

Proficiency in Microsoft Office Suite and process documentation/modelling tools

What's in it for you?

The expected hiring compensation range for this position is $121,000 - $150,000 annually. This is a remote opportunity working on EST.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 20% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 20 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.