Leads and coordinates end-to-end business process activities to deliver accurate, timely, and widely adopted reporting across MMA.
Collaborates closely with the Business Process team, Data Insights & Reporting Center of Excellence (COE), and national and regional stakeholders to translate reporting requirements into effective, technology-driven processes aligned with client services workflows and the agency management system.
Accountable for managing reporting intake and incident triage, maintaining clear and authoritative documentation, and driving continuous process improvements.
Engage cross-functional teams (operations, finance, IT, sales, client services, etc.) to map current state, design future workflows, and produce requirements and acceptance criteria.
Develop and enforce process governance standards for reporting, including change and approval workflows.
Maintain reporting intake channels; apply triage and prioritization rules to ensure requests are logged, contextualized, and routed into the backlog or operational queue.
Test reported bugs, validate enhancements, and perform QA on new or changed reports pre
and post-release to confirm accuracy.
Serve as the primary point of contact for reporting and analytics users; triage incoming requests, validate intake, enforce SLAs, and ensure requests are routed appropriately.

Minimum 8 years of professional experience in client facing operations, professional services in insurance/brokerage, including at least 5 years in process design, operations, or business analysis supporting multi regional teams.
Experience with reporting and analytics tools, including data analysis and testing, requirements gathering, and generating actionable insights to support business decision-making.
Proven ability to design and document scalable business processes and workflows, produce SOPs, deliver role based training and provide user support
Able to explain technical requirements to non technical users and assess system impacts when designing process changes.
Demonstrated success influencing cross functional and regional stakeholders without formal authority, communicating consistent updates, and collaborating to align priorities and achieve shared goals.
Applies change management principles to drive adoption, engage regional representatives, and manage people/process/technology impacts.
Strategic thinker with a pragmatic, scalable approach to problem solving; challenges the status quo and identifies opportunities to improve efficiency, quality, and competitive advantage through digital enablement.
Excellent written and verbal communication, detail oriented, highly organized, customer focused, resilient under pressure, and committed to delivering sustainable results while demonstrating organizational values (integrity, collaboration, passion, innovation, accountability).

Business Process Leader – Reporting

Key skills