Director of Process Improvement

Overview

This position will lead Citizen’s Security Life Insurance Company (CSLICO) initiatives focused on operational excellence, efficiency, and scalability. This role is responsible for evaluating, designing, and implementing strategies that streamline workflows, reduce waste, and enhance performance across all CSLICO departments. The role will be instrumental in driving sustainable growth and continuous improvement throughout the Citizen’s Security Life Insurance organization ensuring excellent customer service to our insured participants, partners and customers. 

Responsibilities

• Strategy and Leadership
  • Develop and execute a comprehensive process improvement roadmap aligned with organizational goals.
  • Partner with leadership to identify high-impact opportunities for operational optimization.
  • Championed a culture of innovation and accountability by mentoring teams in Process Improvement / Six Sigma methodologies and data-driven decision-making.
• Operational Excellence:
  • Lead cross-functional initiatives using Six Sigma and other process improvement methodologies.
  • Standardize best practices across departments and business units to ensure consistency and scalability.
  • Develop internal capabilities and foster collaboration across departments.
• Excellent Customer Service
  • Improving the customer experience by delivering a seamless and personalize experience
  • Elevating the end-to-end experience for our insurance customers ensuring positive start-up experiences and timely, effective support to issues as they develop along the
  • Optimizing existing and future designs for customer satisfaction
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  • Streamlining the customer experience for better outcomes
• Data-Driven Decision Making:
  • Analyze current processes and performance data to identify inefficiencies and root causes.
  • Create dashboards and KPIs to monitor process effectiveness and inform strategy.
• Change Management:
  • Drive a culture of continuous improvement through education, training, and engagement at all levels.
  • Lead change management efforts, ensuring successful adoption of new processes and systems.
• Technology & Automation:
  • Partner with IT and digital teams to evaluate and implement technology solutions that improve workflows and reduce manual tasks.
  • Champion digital transformation initiatives where applicable.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.
• Reacts positively to change and performs other duties as assigned.

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, or related field; Master’s degree preferred.
• Minimal Travel
• Deep commitment to enhancing the lives of seniors through improved healthcare access and quality.
• Deep expertise in process improvement methodologies; Certification in Lean / Six Sigma, PMP or other relevant process improvement frameworks preferred.
• Proven track record of leading organizational change and transformation efforts.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication and influencing skills at all organizational levels.
• Proven capability to enhance operational efficiencies and elevate customer satisfaction.
• Ability to work independently and with other team members.
• Excellent interpersonal, oral, and written communication skills.
• Must be detail oriented and self-motivated.
• Excellent customer service skills.
• Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screening.

We are an equal opportunity employer.