Director of Business Transformation

Pay Range: $150,000 - $175,000 / year

Purpose

To lead Confie's business process improvements and business transformation agenda across a diversified operating model that includes insurance distribution and general agency operations, business process outsourcing (BPO), franchising, and enabling corporate functions.

Responsibilities

• Reengineering Strategy and Portfolio Leadership:
  • Lead the reengineering program and portfolio, including intake, triage, prioritization, and road map management aligned to enterprise priorities
  • Build and maintain process architecture and a pipeline of high-impact opportunities across customer, operational, and enabling functions
  • Develop business cases and benefits hypotheses for prioritization initiatives, including cost, cycle time, quality, capacity, customer experience, and control performance
  • Establish standards for discovery, documentation, measurement, and handoffs to delivery teams
• Discovery, Design, and Solution Definition:
  • Lead structured discovery and current state analysis using value stream mapping, process mapping, root cause analysis, and waste identification
  • Facilitate future state design that clarifies process steps, roles, decision points, exceptions, service levels, and control by design
  • Define requirements, operating model implications, and performance measures for redesigned processes
  • Partner with stakeholders to align scope, decision rights, and readiness needs, including policy updates, training, communications, and change enablement
• Controls by Design:
  • Embed control requirements into process redesign from inception, including preventive and detective controls, auditability, access discipline, segregation of duties, exception handling, and monitoring triggers
  • Partner with Legal, Compliance, Finance, Technology, and Operations to align controls with regulatory requirements and practical execution
• Delivery Model and Implementation Enablement:
  • Operate as a center of excellence that enables implementation by business owners and delivery teams while providing disciplined governance and support
  • Define implementation plans with clear ownership, milestones, dependencies, and adoption measures
  • Support execution through launch readiness, pilot training, training and job aids, cutover support, and post-launch stabilization
  • Establish benefits realization tracking and performance reviews to sustain improvements
• Automation and Technology Enablement:
  • Partner with the Technology and Data teams to translate process redesign into workflow enablement, system configuration changes, automation opportunities, and decision support capabilities
  • Identify and prioritize automation opportunities, including rules-based automation, low-code workflows, document and data routing, and analytics-enabled decisioning where appropriate
  • Ensure measurement systems are defined and operationalized, including process performance indicators, control-monitoring signals, and benefits-realization reporting
• Stakeholders Leadership and Communication:
  • Lead cross-functional working sessions, workshops, and governance routines with a clear agenda, decision, and follow-through
  • Communicate progress, risks, and decisions to leaders using concise narratives and data-supported reporting
  • Build strong relationships with functional leaders to drive adoption and reduce friction to implementation
• Team Leadership and Capability Building:
  • Lead and develop a team of process analysts, continuous improvement leads, and transformation resources as assigned
  • Create reusable toolkits, templates, and standards that improve consistency and speed of delivery
  • Coach stakeholders on process thinking, measurement discipline, and change adoption

Requirements

• Bachelor's degree required, an advanced degree preferred
• 8 or more years of progressive experience in process improvement, business transformation, business process management (BPM), operational excellence, or reengineering
• Demonstrated success leading cross-functional initiatives from discovery through implementation and sustained performance
• Experience in insurance, financial services, franchising, regulated operations, and/or outsourced service delivery models is strongly preferred
• Expertise in end-to-end process design, value stream mapping, process mapping, root cause analysis, and operating model definition
• Ability to translate process design into implementable requirements across operations and technology teams
• Strong orientation to automation and workflow enablement in partnership with technology teams
• Strong analytical capability, including benefits modeling and performance measurement
• Proficiency with process mapping and analysis tools such as Microsoft Visio
• Experience with workflow and automation platforms, including low-code automation and robotic process automation (RPA), and partnering with Technology teams to translate process designs into build-ready requirements
• Experience using project and portfolio management tools to manage intake prioritization, delivery plans, and status reporting (Smartsheet or equivalent)
• Strong capability with data and reporting tools to define metrics, track benefits, and monitor performance (for example, Microsoft Excel, SQL, Power BI, Tableau, or equivalent)
• Familiarity with documentation and knowledge management tools to create and maintain standards, templates, and reusable playbooks (SharePoint)
• Excellent facilitation, stakeholder management, and executive communication skills

Preferred Skills

• Credentials that demonstrate process transformation capability are valued, including Lead Six Sigma (Green Belt or Black Belt), Project Management Professional (PMP), Certified Business Process Professional (CBPP), or comparable certifications
• Specific Platforms: UiPath, ServiceNow, and QPR

Benefits

• Generous PTO plans, sick pay and health benefits
• Annual bonus based on employment standing
• Work from home and hybrid model employment
• Confie Enablement Fund/ Scholarship Program
• I-Care Recognition Program
• Corporate Social Responsibility Program
• Diversity, Equity and Inclusion Initiatives
• Confie Hub and Discount Programs (Gym Membership)