Operations Consultant, Insurance

About the role

We are seeking an innovative Operations Specialist to join our Optimization and Transformation team. This role is instrumental in driving operational excellence across our organization by partnering with Operations, Underwriting, Sales, and Claims teams to discover, analyze, and transform business processes.

Responsibilities

• Conduct structured discovery sessions with Operations, Underwriting, Sales, Claims, and other stakeholders to understand current-state processes, organizational structures, system dependencies, pain points, and business requirements
• Lead operational analysis and diagnostic efforts to identify inefficiencies, capability gaps, manual workarounds, and opportunities for digitization
• Document as-is processes and operating models with precision to support transformation planning and technology solution design
• Facilitate value stream mapping events to visualize end-to-end workflows, capture process gaps, and identify automation opportunities
• Audit organizational design, roles and responsibilities, operational capacity, and technology utilization to inform operating model recommendations
• Serve as a dedicated business process partner to assigned field teams (Operations, Underwriting, Sales, Claims), providing ongoing advisory support for operational excellence
• Support field teams with day-to-day process questions, escalations, and improvement opportunities as they arise
• Facilitate continuous improvement initiatives, Kaizen events, and rapid problem-solving sessions with operational teams
• Monitor process performance metrics and proactively identify opportunities for optimization and innovation
• Champion a culture of continuous improvement by coaching teams on process thinking and problem-solving methodologies
• Stay connected to operational realities and emerging challenges to inform larger transformation initiatives
• Provide ongoing process guidance during and after major implementations to ensure sustained adoption and optimization
• Collaborate with field teams to pilot innovative approaches and scale successful practices across the organization
• Partner closely with Operational Excellence Delivery and Implementation teams to ensure seamless handoff of requirements, operating models, and process designs for execution
• Collaborate with Finance to develop business cases, cost-benefit analyses, budgeting requirements, and ROI projections for transformation initiatives
• Work with Technology and IT teams to align operating model designs with platform capabilities and technical constraints
• Coordinate with Change Management and Training teams to support adoption of new operating models and processes
• Facilitate alignment across diverse stakeholder groups with competing priorities and perspectives
• Bridge field operations and corporate functions to ensure operational insights inform strategic decisions
• Present data-driven insights, operating model recommendations, and business cases to leadership and cross-functional teams to build support for transformation initiatives
• Facilitate executive workshops and decision-making sessions to gain alignment on operating model design and transformation priorities
• Build consensus and drive change management efforts to ensure successful adoption of new operating models, platforms, processes, and technologies
• Partner with business leaders to align transformation and migration roadmaps with strategic objectives
• Champion change at the field level by supporting teams through transitions and building capability for sustained adoption
• Own end-to-end project lifecycle for assigned optimization and transformation initiatives, including planning, execution, monitoring, and delivery
• Manage multiple concurrent workstreams including strategic projects and ongoing field partnerships while maintaining quality and meeting deadlines
• Track dependencies, risks, and issues related to operating model changes, platform migrations, and technology implementations
• Coordinate cross-functional teams through complex transformation initiatives
• Ensure smooth handoff to OpEx Delivery and Implementation teams for execution
• Balance strategic transformation work with responsive support for field team needs

Qualifications

• Minimum 5 years in Insurance Operations with focus on process improvement, redesign, and optimization within a Wholesale Agency, MGA, or Carrier environment
• Proven ability to identify bottlenecks, design innovative operating models, champion strategic recommendations, and sustain operational excellence through ongoing partnership
• Deep knowledge of Insurance operations enterprise processes
• Exceptional stakeholder engagement skills