Business Process Operations Analyst II – Commercial Lines

• Contribute to execution of the strategic plan and key initiatives
• Facilitate discussions with business owners to set annual priorities and clarify initiative goals
• Advise Solution Owners on alignment of business processes with operational objectives and customer experience standards
• Promote cross-departmental collaboration and manage change
• Maintain business process documentation and associated KPIs/SLAs
• Assess process challenges, analyze deficiencies, and propose business process improvements
• Maintain and prioritize a backlog of business process improvements and support process-change implementation
• Support business, technology, and non-technology operations
• Provide ongoing support to business users for process execution and technology adoption
• Triage and resolve end-user support requests during launches or onboarding
• Manage production support and incident management, including communication and escalation
• Coordinate with vendors, IT, and other departments during incidents
• Support newsletters, town halls, compliance, and onboarding
• Facilitate departmental budget development and forecast updates
• Transition new technology initiatives to business users
• Lead change management and rollout efforts for new products and process enhancements
• Support training teams in rolling out changes
• Assess and communicate operational impacts of launches or updates
• Coordinate cross-functional impact evaluations and provide recommendations

• Minimum 3–6 years’ experience in understanding and analyzing insurance business processes
• Strong work ethic through ownership and accountability
• Basic ability to determine root causes and create solutions
• Strong verbal, written, and interpersonal communication skills
• Ability to collaborate with diverse multifunction teams
• Ability to learn new tools, products, and business processes
• High School Diploma or GED equivalent required
• Property & Casualty Insurance experience preferred
• Ability to learn quickly in a demanding environment and adapt to change
• Knowledge of insurance products and certifications from The Institutes is a plus

Demonstrates expertise in analyzing and improving business processes within the insurance industry, with a strong focus on cross-departmental collaboration and change management. Proficient in supporting technology adoption and operational objectives while maintaining effective communication with diverse teams.

• Business Process Improvement
• Change Management
• Cross-Departmental Collaboration
• Insurance Business Process Analysis
• Incident Management

• Business Process Documentation
• KPI Management
• Root Cause Analysis
• Process Execution Support
• Technology Adoption

• Strong Work Ethic
• Interpersonal Communication
• Collaboration
• Adaptability
• Problem Solving

• Insurance Certifications from The Institutes

• Property & Casualty Insurance
• Operational Objectives
• Customer Experience Standards
• Change Management
• Business Process Challenges