Business Process Improvement Specialist

At Genworth and Care Scout, we're on a mission to simplify and dignify the aging experience. The truth is, most of us will help a parent, spouse, family member, friend, or neighbor navigate aging and care at some point in our lives. We've been there ourselves. That's why we're building better ways to help people find, fund, and understand aging care all while being supported every step of the way.

We’re a team of curious problem-solvers, compassionate listeners, and people who care about making a difference. We value diverse perspectives and are committed to fostering an inclusive culture where every team member feels respected, supported, and empowered to bring their authentic self. Our four values guide our strategy, our decisions, and our interactions:
Make it human. We care about the people that make up our customers, colleagues, and communities. Make it about others. We do what’s best for our customers and collaborate to drive progress. Make it happen. We work with intention toward a common purpose and forge ways forward together. Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

If you’re looking to build a meaningful career while helping transform the aging experience for millions of families, we’d love to hear from you.

Business Process Improvement Specialist

This position is available to remote applicants residing in states/locations under Eastern or Central Standard Time:
Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington DC, West Virginia or Wisconsin. A Hybrid schedule of both Remote and In-Office days would be required if you reside within 50 miles of a Genworth | Care Scout office.

In office days are Tuesday, Wednesday and Thursday with working hours targeting our core business hours of 9am-5pm EST.

As an Operations team member, you’ll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. As a Business Process Improvement Specialist, you will lead cross-functional efforts that improve the effectiveness, accuracy, and efficiency of Life insurance operations. You will help turn business priorities into actionable plans, strengthen partnerships with third-party administrators and suppliers, and drive progress across process, system, compliance, and regulatory initiatives.

Your ability to analyze challenges, align stakeholders, and move complex work forward will directly support stronger business outcomes and the experience we deliver to our policyholders.

• Lead process improvement, system modification, and upgrade initiatives to reduce processing errors, improve controls, and strengthen operational efficiency.
• Lead and coordinate operational support for life insurance projects working with third party administrators, including disbursement approvals, issue resolution, semi-annual supplier audit activities and processing guidance.
• Analyze quality audit results and provide clear, actionable feedback to team leadership and outsource vendors to support performance improvement.
• Manage supplier initiatives by supporting relationship management activities, tracking deliverables, and ensuring timely follow-up on open items.
• Partner with leadership to understand business strategy, define tactical and strategic requirements, and translate priorities into actionable project…