Insurance Operations Project Manager

The Insurance Project Manager is responsible for leading strategic projects, operational initiatives, onboarding efforts, workflow improvements, and technology implementations across the organization. This position serves as the bridge between business stakeholders, operations, technology, and service teams to ensure projects are delivered on time, within scope, and aligned with business objectives.

A key responsibility of this role is documenting and standardizing business processes through the creation of Standard Operating Procedures (SOPs), workflow documentation, process maps, and operational standards. The ideal candidate combines project management expertise with deep insurance industry knowledge and strong process improvement skills.

• Lead multiple concurrent projects from initiation through completion.
• Develop project charters, business requirements, project plans, timelines, milestones, and status reports.
• Facilitate project meetings, stakeholder discussions, and executive updates.
• Monitor project progress, risks, dependencies, and resource needs.
• Ensure project deliverables align with strategic goals and operational requirements.
• Coordinate activities across internal departments, offshore teams, vendors, carriers, and clients.
• Track project KPIs and measure implementation success.

• Analyze existing insurance workflows and operational processes.
• Identify inefficiencies, bottlenecks, risks, and opportunities for improvement.
• Design future-state workflows that improve efficiency, quality, scalability, and client experience.
• Facilitate workflow discovery sessions with business stakeholders and subject matter experts.
• Establish standardized processes and operational best practices.
• Support change management and adoption efforts for new workflows and procedures.

• Create, maintain, and continuously improve:
• Standard Operating Procedures (SOPs)
• Workflow diagrams
• Process maps
• Work instructions
• Procedure manuals
• Training materials
• Ensure documentation is clear, accurate, scalable, and easily understood by business users.
• Maintain version control and governance over operational documentation.
• Partner with business leaders to validate workflow accuracy and compliance requirements.

• Gather and document business requirements.
• Translate operational needs into actionable project plans and process improvements.
• Support initiatives involving:
• Policy administration
• Account management
• Renewals
• New business processing
• Claims support workflows
• Client service operations
• Agency management systems
• Serve as a liaison between business users and technical teams.

• Lead implementation readiness activities.
• Develop communication plans and rollout strategies.
• Conduct training sessions and workflow reviews with stakeholders.
• Provide guidance and support during process changes and system implementations.
• Monitor adoption and identify opportunities for reinforcement and improvement.

• Develop project status reports and executive summaries.
• Maintain project dashboards and governance documentation.
• Track project performance, budget adherence, timeline completion, and operational outcomes.
• Present findings, recommendations, and progress updates to leadership.

• 5+ years of project management or leadership experience.
• 5+ years of insurance industry experience.
• Strong understanding of insurance operations, workflows, and service delivery models.
• Experience writing SOPs, procedure manuals, workflow documentation, and business process maps.
• Experience leading cross-functional projects and operational improvement initiatives.
• Excellent written and verbal communication skills.
• Strong facilitation and stakeholder management skills.
• Proficiency with Microsoft Office Suite, Visio and Project Management Software

• Bachelor's degree in Business, Insurance, Project Management, Operations, or related field.
• PMP, CAPM, Lean Six Sigma, or related certification.
• Experience with agency management systems such as Applied Epic, AMS
  360, Hawk Soft, EZLynx, or similar platforms.
• Experience supporting outsourcing, shared services, or offshore operational teams.
• Exposure to business intelligence, reporting, and dashboard initiatives.