Associate Director Business Analysis, Operational Improvement

Wolters Kluwer, CT business, enables organizations to ensure adherence with ever-changing regulatory obligations, manage risk, increase efficiency, and produce better business outcomes. As the Associate Director Business Analysis, Operational Improvement, you will play a strategic leadership role in driving efficiency, productivity, and service excellence through continuous improvement and technology innovation. In this position, you will lead enterprise-wide initiatives to streamline processes, reduce waste, improve quality, and enhance the customer experience. Success in this role requires a hands-on, curious, and strategic thinker who can identify opportunities, gain stakeholder buy-in, and deliver measurable improvements at scale—all while leading and developing a team in a dynamic, evolving environment You will report to the Director, Project and Program Management and work a hybrid schedule (2 days in office, 3 days at home) from one of our local offices. Essential Duties & Responsibilities: Operational Excellence & Continuous Improvement Analyze Service operations and FCOE operations to identify inefficiencies, bottlenecks and risks using Lean, Six Sigma, and other process improvement methodologies (e.g. time motion studies) to optimize workflows (current state/future state assessments) and minimize waste. Develop, maintain and implement a comprehensive roadmap for operational improvement initiatives aligned with strategic business goals and compliance requirements partnering with Business Leaders, Platform Owners and Technology Leads as needed. Create detailed business cases for each initiative, including cost-benefit analysis, risk assessment, and resource planning to support executive decision-making and support for funding key initiatives. Partner with cross-functional teams to create process maps, define metrics, set performance targets, and track progress. Serve as the Business Champion/Lead overseeing the implementation of approved improvement initiatives, ensuring timely delivery, budget adherence, and measurable outcomes. Continuously evaluate results and adjust strategies as needed. Data, Technology & Insights Experience with and ability to stay abreast of latest technologies related to automation, agentic AI and other emerging technologies to identify opportunities to enhance the operational improvement roadmap. Partner with internal and external technology teams to identify opportunities to leverage Agentic AI and other emerging technologies to automate and optimize workflows. Define, drive the implementation of, and monitor key performance indicators (KPIs) to evaluate the success of initiatives and inform continuous improvement efforts. Design and implement a prioritization framework for senior leadership and the team to use to sequence the operational improvement roadmap to ensure we are focusing on the right improvements at the right time. Use reporting and data analytics to drive decision-making and conduct root-cause analyses to address recurring issues. Change Leadership Collaborate with leadership and frontline teams to implement new processes, tools, and technologies. Lead change management efforts to ensure adoption and sustainability of improvements. Communicate progress, successes, and challenges to stakeholders at all levels. Team Leadership & Management Contribute to the evolution of and organizational design of the existing team of Service Operations and Reporting teams to best serve the CT business operations and operational improvement efforts. Build and lead the team to support the ongoing efforts of the Operational Improvement function. Champion a culture of innovation and continuous improvement across the team and broader organization, empowering employees to contribute ideas and solutions. Qualifications: Education: Minimum Bachelor’s degree, or equivalent. Bachelor’s or Master’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field preferred Experience: 8 years of experience in operational improvement, service delivery, fulfillment or process improvement roles. Experience with process mapping, value stream analysis, and root cause analysis techniques, Proficiency with process management and visualization tools (e.g. Visio, Lucidchart, Miro, Smartsheet), Experience in digital transformation and AI-driven process innovation. Experience in requirements generation, process mapping, workflow optimization, strategy and roadmap management. Demonstrated ability to work cross-functionally and influence without direct authority. Proven track record of leading cross-functional improvement projects from concept to execution. Excellent communication and stakeholder management skills Experience managing teams and other leaders #LI-Hybrid Benefits: A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $153,200 - $216,850 If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.

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