Business Process Engineer

Business Process Engineer

Continuous Improvement Team

Full-time, Springfield, MA

As a Business Process Engineer supporting one or more Operations business areas, you will serve as a senior individual contributor and process-design authority for priority technology transformations. You will translate advisor, client, employee, business, risk, and technology needs into end-to-end processes that improve advisor, client, and employee experience; reduce cost; and strengthen quality, speed, scalability, and resiliency.

You will shape how work is designed, not simply document current practices, and remain engaged from discovery through implementation, stabilization, and continued improvement. Working across Operations, Technology, Product, Risk, Compliance, Legal, and customer experience teams, you will resolve design tradeoffs and help ensure technology investments deliver sustained business value.

The Continuous Improvement (CI) team, part of Advisor/Client Experience & Business Excellence, helps shape the future of Operations  combine Lean thinking, operational expertise, and cross-functional collaboration to improve experience, quality, efficiency, risk management, and business performance. Process Engineering extends that mission through deeper process design and ongoing stewardship in partnership with business and technology leaders. You will help build this practice while influencing some of Operations’ most important transformations.

In this role, the success will mean delivering process designs that materially reduce cost and improve advisor, client, and employee experience; establishing a repeatable approach for engaging Process Engineers in technology transformations; and supporting the development and initial application of a shared process-performance approach for selected operational processes, including clear responsibilities, measures, review routines, and improvement priorities.

• Lead transformation process design. Create end-to-end future-state processes that connect business strategy with advisor, client, employee, risk, and technology needs. Apply process architecture, value-stream analysis, process mapping, and related methods to define clear workflows, roles, decision rights, controls, and measures.
• Carry designs through results. Lead current-state discovery and define the future-state process, requirements, measures, and transition approach. Partner with business, technology, change management, risk, and finance teams to estimate benefits, implement and reinforce the design, and confirm that expected value is realized.
• Share responsibility for process performance. Business leaders retain operational ownership, while you partner with them to preserve design integrity, monitor process health, diagnose gaps, and improve selected processes over time.
• Integrate technology, automation, data, and AI. Identify appropriate use cases; define decisions, controls, exception paths, and human work; assess readiness; and establish monitoring. This role requires technology fluency and the ability to shape process requirements—not ownership of technical architecture or software engineering.
• Build the process-engineering practice. Establish repeatable methods, standards, tools, and reusable patterns; help clarify how Process Engineers, CI Consultants, business owners, and technology partners work together; and strengthen process-design capability across Operations.
• Lead through influence and enable decisions. Use process data, stakeholder insights, structured problem solving, and sound judgment to challenge assumptions and facilitate decisions across business units and senior stakeholders. Advance complex work by making tradeoffs, dependencies, assumptions,…