Participate in the creation and testing of workflows, Systems, reporting and documentation for accuracy and completeness within the framework of MMA standard operating procedures and enterprise Epic.
Responsible for designing, standardizing, and optimizing core business processes to enable effective outsourcing execution.
Partner with internal stakeholders and external vendors to ensure seamless transition, governance, and performance of outsourced operations.
Map and improve processes for scalability, defining service delivery models, establishing KPIs and SLAs, and ensuring compliance with organizational standards.
Utilize agency management system, reporting tools, and other available technology and software when creating, documenting, and testing new processes.
Collaborate with regional training resources and other stakeholders to identify overarching knowledge gaps and ensure successful fulfillment of AMS onboarding and training needs.

Minimum 5 years of experience in Outsourcing/accounting within the insurance industry
Proven critical thinking, analytical, and problem-solving skills
Strong knowledge of agency management systems (CRM, AMS, LMS, etc.), such as Applied Epic, Sagitta, BenefitPoint, AMS360
A knack for process improvement, specifically refining the efficiency, quality, and effectiveness of various workflows and procedures by deploying best practices
Strong organizational skills, with an ability to prioritize workload and balance multiple projects simultaneously, and demonstrated successful follow through on deliverables
Demonstrated experience in effectively working with and presenting to a wide range of cross-functional work teams and leaders with multiple skill levels.

Business Process Leader – Outsourcing

Key skills