Primary Responsibilities:

• Ensure that group process and workflow improvement initiatives and projects remain on schedule, are delivered with high quality, and achievement of team and FTE efficiency goals
• Develop and maintain project timelines and resources during the length of the project according to improvement initiative plans
• Remain aware of any potential problems and work to mitigate risks, facilitating course correction as needed
• Monitor project deliverables and progress through continuous communication with project members and establish effective communication with other departments in order to ensure that projects are completed in a timely and effective manner
• Interface with support and upstream development and technical team resources to convey project issues and gain progress
• Manage and own the Incident Management root cause analysis processes and develop visible reporting for progress implementing preventive measures for system incidents
• Develop and maintain highly visible metrics reporting for group operational KPIs and improvement initiatives.
• Develop operational scorecards to report on the effectiveness of improvement and incident prevention measure
• Maintain constant communication with the sales team regarding the status of the implementation and the overall satisfaction of the customer
• Ensure a thorough and successful hand-off of workflow process improvement projects to customer support teams and staff
• Interface with development Managers on product and project teams to resolve priority and blocking issues including timelines and resource allocations
• Contribute to the success of the overall team outside of existing project responsibilities
• Support of evening and/or weekend operational incident events required
• Communicate with external customers on the status of support or incident mitigation and resolution and prevention initiatives and goals

Education and Experience Required:

• Bachelor's degree in Business, Project Management, MIS, Computer Science or a related area (or relevant professional experience)
• Agile (scrum) experience desired
• Experience interfacing with internal clients in a project management role (IT/Software)
• Must have effective customer communication skills
• Working knowledge of the software development lifecycles
• Solid familiarity/experience with process improvement methodologies
• Excellent time management, organizational, and negotiating skills
• Proficient with Word, Excel, Microsoft Project, PowerPoint and Visio
• Ability to effectively communicate in English
• Strong aptitude for problem-solving and technology
• Basic understanding of technical systems and deployment topologies
• Minimum of 1- 3 years experience in the life insurance or financial institution domain is highly desired