Business Process Improvement Specialist

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates.

We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsor ships, and employee volunteerism.

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.

POSITION TITLE
Business Process Improvement Specialist

POSITION LOCATION
This position is available to Virginia residents as Lynchburg or Richmond, Virginia in-office applicants or 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, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

* Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office.

YOUR ROLE
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 be responsible for identifying, defining, and leading projects and initiatives across the LTC Contact Center. These projects have a direct impact on improving the experience for our customers and resolving risk and compliance concerns.

We are looking for someone with a passion for leading transformational process improvements, executing on system initiatives, resolving risk concerns, and collaborating with a team of highly motivated process improvement representatives.

WHAT YOU WILL BE DOING

• Define, develop, and provide information and analysis to drive the decision-making process and support business operations for internal and external customers.

• Make complex business decisions based on experience and sound judgment.

• Motivate and direct team members to build cooperative project teams to conduct research and analysis to quantify business opportunities and issues;
  Develop formal recommendations for presentation to management.

• Influence all levels of an organization to support programs, projects and over all processes.

• Identify and execute process improvements to ensure Compliance adherence while increasing productivity.

• Identify and implement key strategic projects to ensure deadlines and commitments are met while removing any roadblocks that develop.

• Work with stakeholders to generate solutions to business issues and then plans/implements those solutions.

• Track overall project status for entire department in order to periodically report to management.

• Develop peer and cross functional relationships to maximize best practice sharing and team effectiveness.

• Act as a change agent throughout the team.

WHAT YOU BRING

• Bachelor’s degree or equivalent experience (2+ years of relevant experience in lieu…