Overview

The Business Process Specialist is an expert in Assurance’s client service processes, agency management systems and best practices. Leveraging that expertise, he or she leads our client service training programs and partners with employees and their managers to ensure they have the know-how and resources to execute their roles efficiently and accurately and in a manner, consistent with our corporate values and best practices. He or she has a fine eye for the details and is always on the lookout for ways to continuously improve our processes and clarify procedures to drive efficiency for our client service teams. With a strong knack for problem solving, the Business Process Specialist serves as a frontline resource for our staff when help is needed working through a workflow or troubleshooting a potential problem with our agency management system.

Responsibilities

PROCESS MANAGEMENT

• Participates in creating workflows that start with the end in mind and that master the most efficient path to the desired result while effectively balancing the needs of the business with those of our employees and clients
• Analyzes existing processes that allows the current state to be diagnosed and a future state established; demonstrates an awareness of the impact and consequences of business process design decisions
• Identifies where process bottlenecks exist and the impact of changes on the business; escalates the need to establish a plan to streamline processes where needed and participates in the resolution
• Proactively seeks user feedback on areas of opportunity to improve efficiency, quality, and effectiveness within our processes
• Considers agency management system(s), reporting tools, client portals and other available technology and software when participating in the creation of new processes
• Consistently searches for best practices to incorporate into procedures and workflows and actively seeks areas of the business that need solidification and documentation of process
• Documents and maintains procedures, and other business process artifacts, to be used both in training and as an ongoing reference

AGENCY MANAGEMENT SYSTEM ADMINISTRATION

• Can easily identify problems or inconsistencies as it relates to the configuration, security structure and workflow management within the agency management software; leverages existing resources and tools to inform the decision-making process or while problem solving
• Participates in all upgrades of our agency management systems; this includes reviewing release notes, testing workflows, updating procedures and training on system releases
• Makes recommendations for how enhancements and new features of our agency management systems can be implemented to make improvements to our business
• Serves as a first point of contact for staff and managers to resolve workflow issues within the agency management system; maintains relationships with software vendors as appropriate

CHANGE MANAGEMENT

• Consistently follows Assurance’s change management best practices and sets an example for others within the organization
• Demonstrates the ability to apply change management principles to projects and in all interactions with internal clients; this includes fostering an interdisciplinary approach and effectively engaging other departments to achieve desired outcomes
• Participate in identifying the impact of change on stakeholders and makes recommendations on how to successfully execute a change management strategy
• Leverages project planning and tracking tools to keep all stakeholders informed, aware of key milestones and progress toward desired results

EXECUTION OF LEARNING PROGRAMS

• Executes training and mentoring programs on Assurance’s client service process, agency management systems, best practices and other key areas; ensures a positive and successful training experience for employees and managers
• Demonstrates excellent facilitation skills that create a learning environment that complements our culture and allows for participation and collaboration
• Identifies training needs and develops solutions to meet those needs; depending on scope and scale of the solution, this may include involving Learning & Development in the creation of a solution
• Connects employees to the important role they play in minimizing risk and maximizing health for clients
• Encourages and develops ways for employees to be self-sufficient, creative solution-seekers, and effective problem-solvers
• Maintains new hire training documents as procedures and tools are updated

Qualifications

REQUIRED:

• Upon hire, Producers License (in state of residence) for Fire, Casualty or other specific licenses as required
• 1 years of experience in a client service role within an insurance brokerage
• Experience working with an agency management system, preferably Applied Epic and CSR24
• Experience presenting information to groups of varying sizes using any of the following techniques: presentations, role playing, simulations, team exercises and discussions
• Ability to leverage technology and quickly learn new technologies, from agency management systems to the Microsoft Office product suite

PREFERRED:

• BS/BA in Business, Insurance, Management or related field
• Certified Business Process Professional or Certified Business Process Associate from the Association of Business Process Management Professionals
• CPCU, ARM or other insurance professional designation

About AssuranceAssurance, a Marsh & McLennan Agency LLC, company, is a full-service brokerage providing business insurance, employee benefits, private client insurance, and retirement services to businesses and individuals across the country. Assurance operates as Marsh & McLennan Agency’s Midwest regional headquarters. Consistently recognized as a top workplace, Assurance attracts and retains its insurance talent by rewarding expertise and investing in career development. Assurance employees enjoy an award-winning culture that fosters a highly productive and results-driven working environment.

Services: Business Insurance, Employee Benefits, Financial Services, Private Insurance, SuretyAwards: Assurance is continually named a "Best Place to Work" by leading publications and organizations such as Fortune magazine, the National Association for Business Resources, The Chicago Tribune, Crain's Chicago Business and Business Insurance magazine (check out all of our accolades).Culture: Our employees enjoy an environment that fosters success and creativity and provides countless opportunities for growth. We make sure our employees are happy and motivated by offering enviable benefits, rewards programs, celebrations, perks and a few surprises around every corner. Together, it all adds up to a company that develops and retains passionate individuals who deliver superior performance and measurable results to our clients.

Fun Fact: 31% of Assurance experts agree the best Saturday Night Live skit of all time is "More Cowbell".

Assurance has won over a hundred workplace awards largely due to our intentional and caring approach that begins with meeting our people where they are, celebrating their differences and creating an inclusive environment.

Assurance is a proud equal opportunity employer. We celebrate diversity and we are committed to equal employment opportunities regardless of age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity, gender expression, national origin, marital status or civil partnership/union status, veteran status, citizenship, pregnancy, genetic information, physical or mental disability, or any other status or characteristic protected by federal, state or local law.

Harassment or discrimination based upon any of the above is inconsistent with our values and will not be tolerated; this includes harassment or discrimination for being associated with or knowing someone that identifies with any of the above.

Marsh & McLennan Agency (MMA) provides colleagues the freedom to make a career and difference. We encourage you to explore your curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams. More than just insurance brokers, we believe that a business culture that supports a healthy, safe work environment does so by offering the right benefits, programs, policies and opportunities to keep employees engaged and productive including: health and welfare, tuition assistance, 401K, employee assistance program, volunteer opportunities, and other programs.