Vacancy expired!
When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.GBS2021The Process Optimization Sr. Process Engineer uses a multi-disciplined approach to design, operate, control, and continuously improve business processes. They lead work streams and projects of all sizes that focus on improving operating effectiveness and customer enablement whilecultivating a customer centric delivery framework to streamline processes and increase customer centricity.Process engineers design and deliver new processes that are needed for a product, service, or capability and also improve existing processes so they meet and exceed our customer’s expectations. Their deep experience allows them to apply the appropriate tools and approaches in order to solve complex business challenges. Additionally, in the senior role, they will mentor, train and coach employees in process engineering tools and methods to help build these capabilities directly in the business.In order to be considered, you must be highly motivated, driven to succeed, have proven leadership skills, and have demonstrated expertise in process modeling/engineering and building innovative solutions in a matrixed environment. Strong soft skills are essential, as this role will require interaction with director level and above stakeholders.Key Responsibilities:Leads projects and work streams through the appropriate use of tools, techniques and frameworks of process engineering and customer experience methodology
Conduct and document detailed data and process assessment and address gaps through process simplification, automation or digitization
Experience leading customer journey mapping exercises and have experience facilitating project management or process improvement workshops
Demonstrates the ability to drive results, to work with senior leadership, to deal with ambiguity and flex accordingly and to treat assigned initiatives with a strong sense of urgency
Owns the creation and maintenance of all required Process Engineering artifacts. Secures acceptance and approval of deliverables from the sponsor and stakeholders wherever necessary
Ability to guide other Process Engineers within Discipline and assist with team Leadership and Discipline adherence
Act as the voice of the customer and advocate for solutions and process innovations that reduce customer friction and nourish lifetime value
Leads, coordinates and partners with the business to conduct business assessments to outline solutions and direction on strategic, enterprise and baseline opportunities from a cost, efficiency, effectiveness/value, contractual, legal, compliance and customer centric standpoint
Defines the business case, guides chartering, collects customer feedback and converts to measurable targets and obtains sponsor approval to initiate the project
Able to provide leadership to project teams in unfamiliar areas or different project types requiring different types of approaches and tools
Identifies current state process problems, prioritizes, and conducts thorough root cause analysis to identify the real source of the problem
Monitors and controls future state process performance, verifies benefits, completes project reports, completes closing activities and effectively hands off work
Documents current and future state processes using accepted process mapping tools, techniques and practices
Conducts research and data analysis where necessary, using statistical tests and graphical tools
Builds and maintains the project schedule/plan for all process engineering initiatives, including assessment work. Ensures dates, deliverables, and milestones are tracked and reported through department status reporting templates
Delivers the desired objective and meets or exceeds the projected benefits of the business case
Strives for mastery of the process engineering discipline through continuous education, training, coaching to improve personal knowledge, skills and competency
Qualifications:Bachelor’s Degree or equivalent experience
Minimum 5 years’ experience in process design/development and translating customer needs into implementation and change management plans
Experience and broad knowledge of process management and engineering principles, methodologies, and best practices
Passion for technology and innovation, intellectual ability to think outside the box, and a strong influencer, negotiator, and relationship builder
Knowledge of CX methods and tools such as journey mapping, personas and NPS
Exposure to and/or aptitude for Intelligent Automation solutions
Familiarity with structured business requirements and business rules
Customer interaction experience with an outgoing and inquisitive mentality
Comfort with large-scale technology systems
Ability to manage multiple assignments and meet deadlines and standards
Proven ability to manage and mentor others
Exceptional communication skills – both written and verbal
Strong presentation skills, and ability to communicate effectively with all levels, including training delivery
Advanced Microsoft applications experience (Excel, PowerPoint, Visio, and Project)
Experience with Project Management tools and methodologies required
Expert facilitation skills with demonstrated experience running customer journey mapping workshops, value stream mapping, or other large facilitated sessions
Experience using formal Change Management tools and techniques to increase adoption and overall project success
Experience with various delivery methodologies, including Waterfall and Scaled Agile
Ability to foster collaboration, value others perspectives and gain support and buy-in for organizational proposals
Self-directed and capable of guiding a team of professionals/matrix partners to drive quality improvement
Adaptable leader who is able to run projects or work streams with minimal coaching and guidance
Strong business acumen, with proven ability to learn quickly and get up to speed in new business areas and different project types
Comfortable raising questions, issues, objections and ideas at all levels of the organization
SF:LI-KH1Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by ourFoundation (https://www.newyorklife.com/foundation) .We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visitLinkedIn (https://www.linkedin.com/company/newyorklife/) , ourNewsroom (https://www.newyorklife.com/newsroom/) and theCareers (https://www.newyorklife.com/about/careers/) page of www.NewYorkLife.com .Job Requisition ID: [[id]]
Vacancy expired!