Process Documentation Consultant

Role Overview

• Design, redesign, and document end to end operational processes (current state and future state), including intake, workflows, handoffs, controls, and exception handling
• Translate complex operational processes into clear, accurate, and standardized documentation that enables consistent execution across teams
• Ensure all documentation adheres to established documentation standards for clarity, accuracy, and usability, ensuring process changes are effectively communicated
• Identify opportunities to modernize processes and supporting documentation, including improvements to learning and development systems, tools, and materials, ensuring alignment to business objectives and priorities
• Leverage technology when redesigning and documenting work, including identifying automation opportunities and partnering with SMEs, business analysts and technology teams to support implementation
• Collaborate with cross functional stakeholders to validate process details, incorporate feedback, and ensure alignment with operational realities
• Develop clear, concise, and audience appropriate communications to support process understanding, and adoption for advisors, employees, and other stakeholders
• Manage and coordinate communications related to process updates and operational changes, including PPI and carrier related material
• Maintain process governance by ensuring documentation is version‑controlled, consistently updated, and aligned with enterprise standards and audit expectations
• Ensure all documentation and communications comply with regulatory requirements and internal policies

Requirements

• Post-secondary education in Business, Communications, or a related field
• Minimum 3
• 5 years in process documentation, communications, or operation support roles
• Excellent written and verbal communication skills
• Proficiency with process mapping and documentation tools (e.g., MS Office, SharePoint, Visio)
• Detail-oriented with strong organizational skills
• Self-motivated with effective analytical and problem-solving skills with the ability to identify root causes and propose process improvements
• Excellent organizational and time management skills with proven ability to organize self to manage multiple priorities and meet deadlines
• 5
• 10 years’ experience in the life insurance industry with exposure to operational workflows, advisor support processes, or regulatory requirements

Benefits

• Flexible work arrangements
• Professional development