Senior Process Optimization Consultant

The Hartford•Hartford, CT

2d•Hybrid

About The Position

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. Join a high-impact team driving operational excellence and transformation across Employee Benefits Operations. If you think this opportunity is a fit for your career you should apply. If you are not sure you can have a conversation with your manager. Are you passionate about driving operational excellence and leading transformative change? Join our Employee Benefits Process Optimization team and play a pivotal role in shaping the future of our business. As a Senior Process Optimization Consultant, you will lead strategic initiatives, collaborate with cross-functional teams, and deliver solutions that enhance customer and employee experiences. This is an opportunity to make a measurable impact while growing your career in a dynamic, supportive environment.

Requirements

Minimum 3 years strategic project management experience
Minimum 5 years of Operations or Employee Benefits or cross industry experience
Experience with Employee Benefits member data billing practices preferred
Experience with Employee Benefits plan design practices preferred
Bachelor’s degree or equivalent work experience required
Excellent written, oral and presentation skills at all levels within the organization
Strong ability to manage complexity, ambiguity and multitask
Highly organized and detail oriented
Able to build and foster strong working relationships; persuasive / able to influence others
Critical thinking skills –applies sound judgment; able to trouble-shoot
Sound data analytics expertise with the ability to synthesize data and develop solutions
Business knowledge; financial acumen, and insurance knowledge
Strategic thinker - hypotheses development and analysis, and conclusion generation
Willingness to appropriately challenge the status quo

Nice To Haves

Business process optimization experiences a plus; Six sigma experience is desired; green belt is a plus

Responsibilities

Process Analysis & Improvement Lead in-depth analysis of business processes to identify pain points and design innovative, value-added solutions.
Develop and test proof-of-concept pilots to validate strategic hypotheses and assumptions.
Apply Lean and Six Sigma methodologies to drive continuous improvement and operational efficiency.
Partner with business leads to map out current-state and maintain future-state business-process flows of customer attributes across customer-journey touch points and channels.
Operational Readiness, Risk, and Controls A primary responsibility of this role will be to oversee the downstream operational processes of data exchange between benefit technology providers and The Hartford for purposes of billing and plan design.
Ensure downstream billing processes supported by data exchange meet financial, compliance, and audit expectations, including appropriate controls, reconciliation standards, and issue escalation paths.
Establish and maintain exception management frameworks, including intake, triage, root cause analysis, and permanent corrective actions for data‑related billing issues.
Partner with Finance and Operations to assess financial exposure and customer impact resulting from data exchange defects or downstream processing failures.
Ensure processes to enable plan design API are established and meet timelines associated with the customer’s enrollment timeframe.
Project Leadership & Change Management Manage and execute process optimization projects from concept through implementation, ensuring delivery within scope, schedule, and budget.
Develop and implement comprehensive change management and communication strategies to support successful adoption of new processes and systems.
Partner with stakeholders across Claims, Actuarial, Finance, and other corporate functions to achieve project goals.
Puts Voice of Customer (VOC) and Voice of the Employee (VOE) at the center of all process changes.
Ability to lead others through change including new system enhancements; business process decisions; and future visions.
Business Planning and Strategy: Assists with the collection and analysis of Voice of the Customer and Voice of the Employee data.
Applies best practices to all aspects of process management and continuous improvement of Operational level processes.
Lead and/or support projects and initiatives across Group Benefit Operations including validating business requirements, determine/validate staffing, and expense impacts of projects, and communicate project status.
Stakeholder Engagement & Collaboration Facilitate cross-functional teams to deliver project objectives.
Gather and interpret customer and employee feedback to inform process design and eliminate friction.
Provide guidance and expertise to all levels of leadership on process management, continuous improvement, and strategic business decisions.
Continuous Improvement & Metrics Define and document business requirements for enabling capabilities, including technology, human performance, and vendor management.
Develop and monitor KPIs to measure process health and improvement.
Conduct root cause analyses, process audits, and cost-benefit analyses to identify and address inefficiencies.
Ensure process artifacts are developed and maintained for effective ongoing management.