Ops Enablement Manager

The Ops Enablement Manager will report to the Director, Ops Enablement. This role is responsible for partnering with internal stakeholders to design and executing on Inspira’s efforts to simplify and optimize customer experiences. The Ops Enablement Manager is responsible for leading and executing initiatives by engaging with leaders across the organization. A key purpose of this role is to assess and evaluate current state processes and procedures and support implementation of streamlined, automated, and standardized alternatives. The ideal candidate will be strategic, innovative, and creative with a solid analytic foundation. They will also be effective communicators and collaborators with an ability to influence peers and cross functional teams.

• Act as a champion for and agent of change within the business, aligned to supporting project execution and toll-gating and helping them to learn, understand, adjust, and grow with the business Lean Six Sigma transformation.
• Assess and improve organizational readiness with respect to technology requirements and serve as key point of contact for such initiatives. Provides collaboration between services, operations, IT for technology solutions derived from process assessments.
• Assist with the definition of potential projects to support the future growth of business by identifying, quantifying and comparing potential projects, and playing an active role in the prioritization process.
• Actively identify potential risks & issues relating to the delivery of projects and manage a resolution process in a timely manner.
• Partner with internal stakeholders across the firm to conduct process studies, including but not limited to process mapping, metrics assessment and analytics, conducting process health assessments identifying business process opportunities to improve customer experience.
• Ensure disciplined, data-driven, well-documented approaches to improving end-to-end operational performance led by voice of the customer.
• Develop and deliver comprehensive project/initiatives related outputs such as presentations and reports to relevant stakeholders.
• Partner with internal stakeholders across the firm to identify business process improvement opportunities and lead them through a Lean Six Sigma, DMAIC (Define, Measure, Analyze, Improve, Control) methodology to improve customer experience, process capabilities and process control.
• Accountable for communication and status updates back to services and operations on identified and prioritized improvement opportunities progress and timeline with technology and business.

• Lead and/or design process improvements as part of process control activities and translate them into improvement initiatives and actions.
• Solicit ideas and feedback from impacted departments and represent these areas in discussions with internal/external implementation teams
• Use data analysis and metrics to assess process capabilities and determine process gaps for improvement
• Conduct on-going analysis and monitoring of processes to ensure that desired outcomes are produced

• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Support the training, coaching and development of team members on Lean Six Sigma principles and tools.
• Other duties as assigned.

Typical schedule for this position is 8 a.m. CT to 5 p.m. CT. 10% to 15% travel.

Qualifications

Education & Experience:

• 5-7 years of experience in project or operations management
• Bachelor’s degree
• Lean Six Sigma Green Belt Certification preferred.
• Familiarity with basic data analysis and quality tools

Skills & Abilities:

• Experience with finance, retirement, wealth management, healthcare and benefits industries
• Experience with various technology solutions including Salesforce, Contact Center platforms, and automation solutions.
• Strong analytical skills and proficiency in data analysis tools (e.g., MS Office, including Excel and Visio)
• Experience in change management, stakeholder management, and influencing people without authority.
• Must be a strategic, innovative, and creative thinker with a solid analytic foundation.
• Proven ability to work in ambiguity.
• Strong communication, facilitation, and interpersonal skills to connect and engage with all levels of staff, management, and senior leadership.
• Ability to influence stakeholders to drive transformative change.
• Preferred experience in emerging technology projects (E.g. RPA, AI, ML automation etc.)
• Willingness to learn, adapt, and promote new processes and methodologies.
• Ability to work with minimal direction, and flexibility to adapt to shifting priorities and schedules.
• Ability to handle multiple issues simultaneously and manage stressful situations.
• A drive to learn and apply new concepts quickly.
• Highly motivated to take ownership and drive initiatives with minimal direction.

Other Requirements:

• Infrequent travel
• Occasionally lifts up to 25 pounds
• Prolonged periods of sitting at a desk and working on a computer