Account Manager

Key Responsibilities and What the Role Entails:

• Process Documentation and Facilitation: Leading discovery sessions with businesses and subject matter experts (SMEs) to thoroughly document current business operations.

• Deliverable Creation: Producing analysis documents, Visio process maps, matrixes, and presentations to inform leadership and develop integration strategies into standard business processes and systems.

• Support and Note-Taking: Initially, the specialist will work closely with senior team members, focusing on documenting, taking notes, and compiling information from meeting recordings.

• Relationship Management: Eventually, the specialist will own business relationships with acquired entities, acting as the primary point of contact from 30-60 days post-acquisition through integration and ongoing needs.

• Bridging the Gap: The team serves as an intermediary between the business side and IT, handling current state analysis and future state planning, then handing off projects to the migration team. The specialist will participate in the initial phases of migration projects to answer questions and gather additional information.

Must-Have Qualifications and Key Factors for Success:

• Strong Insurance Background: This is critical for understanding industry processes, communicating effectively with businesses, building trust, and asking relevant questions. Candidates without this background have historically struggled.

• Operational Experience: Ideal candidates will have a in back-end operations, demonstrating hands-on experience with business processes, carriers, or underwriters.

• Technology System Familiarity: Experience with agency management systems or document management systems is important, with specific mention of AIM, ImageRight, AMS360, and EPIC as ideal.

• Basic Project Management Understanding: While certification is not required, experience leading projects within an organization is highly valued, as it provides a foundational understanding of structured work processes.

• Process Mapping Acumen: The ability to conceptually understand and visually create process maps (current state "as is" to future state "to be") is important.

• Self-Starter and Strong Communication Skills: The individual must be comfortable initiating contact and engaging with C-suite level executives (presidents, CEOs) virtually. They need to be adept at facilitating conversations and extracting information, even from hesitant stakeholders, and capable of driving change.

• Detail-Oriented and Organized: This role requires a structured approach to work, emphasizing detail and organization. Sales-type individuals are generally not a good fit.

Work Environment:

• On-site Presence: The ideal arrangement is three days on-site in Berkeley Heights, New Jersey. While some team members are fully remote, this is the current expectation for new hires.

• Team Dynamics: The hired specialist would initially be the only member of their direct team in Berkeley Heights, though other client operations personnel are present in the office.

This role requires a proactive individual with a solid insurance and operational foundation, capable of detailed documentation, effective communication with senior stakeholders, and a structured approach to project-related tasks.

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Job Description:

Position: Operations Specialist
Overview
We are looking for an innovative Operations Specialist to join our expanding team. In this role you will be interacting with Operations, Underwriting, Sales and Claims teams to review business process and identifying opportunities for optimization with focus on driving operational excellence and continuous improvement across the organization.
To ensure success as an Operations Specialist you should have detailed knowledge of Wholesale & MGA process and workflows, excellent communication skills, and a collaborative approach. A top-class operations specialist can identify bottlenecks and influence teams to adopt re-engineering solutions to optimize process and reduce overall operational throughput.
Position Responsibilities

Lead operational analysis, process improvement and process optimization and other transformation projects.

Interview Operations, Underwriting, and other expert staff, to facilitate the mapping, documenting, and analyzing of current process, and business challenges.

Organize, plan value stream mapping events to capture process gaps and process flow improvement opportunities.

Develop analysis tools to capture process costs, maturity, opportunities for expense reduction.

Draft & present insight and guidance on operational improvement recommendations to drive process optimization and increase productivity.

Support enterprise re-engineering projects developing process strategies and future models to improve business performance.

Draft and maintain process documentation, job aides, procedure guides and workflow mapping inventory.

Maintain project plan, roadmaps, implementation of assigned optimization projects.

Draft business requirements to refine and/or automate process to support technology enhancements.
Experience Requirements

Bachelor s degree or equivalent combination of education and work experience

Minimum 5 years of Insurance Operations process improvement, redesign and optimization experience with a Wholesale Agency, MGA or Carrier.

Strong Project Management Skills with ability to manage multiple workstreams and deliverables.

Advanced skills in Excel, Visio, Microsoft Project, PowerPoint, and Word.

Demonstrated ability to analyze, optimize and document complex business processes.

Ability to prioritize and execute tasks independently in a fast-paced environment.

Strong written and oral communication skills.

Lean Six Sigma Green or yellow belt certification or similar.