Process Analyst

This position reports to the Director of BPO Implementation.

Position Summary:

The BPO Process Analyst plays an integral part in the delivery of high quality products and services that meet the needs and requirements of internal and external customers. This Process Analyst is committed to continuous improvement by providing analytical, research and training support for the BPO Operations area and the Development Teams based on detailed client-specific workflow knowledge. This analyst can perform several functions ranging from audit to training and implementation activities specific to client implementations, with a strong focus on identifying opportunities for continuous improvement to both the workflow and system processes.

Responsibilities and Duties:

• Provide feedback to clients using established mechanisms
• Provide consultation and approval to the development and QA teams during Client Implementations to ensure system design and QA test plans comply with all required operational criteria for their assigned clients
• Develop BPO Quality Assurance test plans in preparation for User Acceptance testing for all BPO Client Implementations
• Provide BPO User Process Training and Documentation for all Client Implementations and ongoing maintenance
• Review test output and provide BPO sign-off for all BPO Client Implementations.
  Develop client-specific training materials for all operational processes and procedures
• Owns client-specific process model and system model documentation used for future development consultation, training and test designing to the most efficient and effective work processes
  

Education/Experience Requirements:

• Four years of Customer Service experience
• Six years of Insurance experience with VUL and/or VA and/or Non-Qualified Plan products
• Six years of experience in any combination of Process Management, System Design and Training with a focus on operational performance efficiency
• Six years of experience using McCamish Systems applications preferred
  

Desirable Qualifications:

• Can separate and combine tasks into efficient workflows
• Can see opportunities for synergy and integration
• Thinks globally and can think through multiple aspects and impacts of issues, projecting them into the future
• Sees ahead clearly and can anticipate future consequences and trends accurately. Has broad knowledge and perspective and can paint credible pictures and future visions of possibilities and probabilities, given proposed solutions.
• Can negotiate skillfully in tough situations with both internal and external groups
• Can analyze both successes and failures for clues to improvement
• Excellent decision making capabilities based upon a mixture of analysis, judgment and experience
• Good oral and written communication skills. Can provide others with information needed to do their jobs in a tone of diplomacy and tact.
• Is approachable, a good listener and sensitive to others' fears and anxieties
• Easily gains trust and support from peers and encourages collaboration
• Ability to prioritize and manage multiple tasks simultaneously
• Ability to handle confidential information in a professional manner
• High level of objectivity
  

For more information

You may send a message describing your relevant experience and a copy of your resume by fax to Human Resources at 770.690.1800, or email to jobs@mccamish.com.

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