Business Process Improvement Specialist

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.
We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.
Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what’s best for our customers and collaborate to drive progress.

• Make it happen. We work with intention toward a common purpose and forge ways forward together.

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE
Business Process Improvement Specialist
POSITION LOCATION
This position is available to Virginia residents as Lynchburg or Richmond, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

*Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office.
YOUR ROLE
As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future.  As a Business Process Improvement Specialist, you will be responsible for identifying, defining, and leading projects and initiatives across the LTC Contact Center. These projects have a direct impact on improving the experience for our customers and resolving risk and compliance concerns. We are looking for someone with a passion for leading transformational process improvements, executing on system initiatives, resolving risk concerns, and collaborating with a team of highly motivated process improvement representatives.
WHAT YOU WILL BE DOING

• Define, develop, and provide information and analysis to drive the decision-making process and support business operations for internal and external customers.

• Make complex business decisions based on experience and sound judgment.

• Motivate and direct team members to build cooperative project teams to conduct research and analysis to quantify business opportunities and issues; Develop formal recommendations for presentation to management.

• Influence all levels of an organization to support programs, projects and over all processes.

• Identify and execute process improvements to ensure Compliance adherence while increasing productivity.

• Identify and implement key strategic projects to ensure deadlines and commitments are met while removing any roadblocks that develop.

• Work with stakeholders to generate solutions to business issues and then plans/implements those solutions.

• Track overall project status for entire department in order to periodically report to management.

• Develop peer and cross functional relationships to maximize best practice sharing and team effectiveness.

• Act as a change agent throughout the team.

WHAT YOU BRING

• Bachelor’s degree or equivalent experience (2+ years of relevant experience in lieu of degree).

• Minimum of 2 years facilitating, leading projects, or leading a team.

• Demonstrated ability to work independently to resolve complex issues and projects while keeping stakeholders appropriately informed.

• Demonstrated ability to influence, negotiate and communicate at all levels of the organization and with external customers, through verbal and written formats.

• Strong natural sense of curiosity with a drive to ask questions, explore new ideas, and continuously understand the “why” behind process, challenges, and opportunities.

• Team builder that facilitates a common goal/purpose with experience in creating strong alliances with customers and employees.

• Proven ability to set and meet aggressive goals.

• Demonstrated ability to resolve conflict effectively and efficiently.

• Strong analytical skills with a demonstrated ability to ensure controllership measures are effectively met.

• Ability to work a varied schedule (nights and weekends), as business need requires.

NICE TO HAVE

• Experience working with Long Term Care Insurance products.

• Familiarity with Agile, Six-Sigma, CAPM and/or Project Management Certifications.

• Experience in Risk, Compliance, or Project Management.

• Experience implementing organizational process improvements.

EMPLOYEE BENEFITS & WELL-BEING
Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives

• Comprehensive Healthcare Coverage

• Multiple 401(k) Savings Plan Options

• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)

• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave

• Disability, Life, and Long-Term Care Insurance

• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)

• Caregiver and Mental Health Support Services

ADDITIONAL

The base salary pay range for this role starts at a minimum rate of $65,500 up to the maximum of $126,300. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 7% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.