Operations Consultant, Insurance

About the role

We are seeking an innovative Operations Specialist to join our Optimization and Transformation team. This role is instrumental in driving operational excellence across our organization by partnering with Operations, Underwriting, Sales, and Claims teams to discover, analyze, and transform business processes. As a Operations Specialist, you will conduct comprehensive discovery sessions to understand end-to-end operations and design future-state operating models that position the organization for success. Your work directly supports strategic initiatives including platform migrations, digital transformation, automation implementations, and operating model redesign. This may include consolidating multiple groups into unified operations with standardized workflows that enable seamless technology adoption and scalable growth. Beyond project-based transformation work, you will serve as an ongoing business process partner to field teams, providing continuous support for process innovation, optimization, and problem-solving. You will be a trusted advisor who helps operational teams navigate challenges, adopt best practices, and drive continuous improvement in their daily work. You will serve as a critical liaison between business operations and key cross-functional partners including Operational Delivery and Implementation teams, Finance, and Technology, facilitating business reviews, gap assessments, and capability evaluations that inform strategic investment and transformation decisions. Success in this role requires deep knowledge of Insurance operations enterprise processes, exceptional stakeholder engagement skills, and a proven ability to identify bottlenecks, design innovative operating models, champion strategic recommendations, and sustain operational excellence through ongoing partnership. Discovery & Requirements Gathering Conduct structured discovery sessions with Operations, Underwriting, Sales, Claims, and other stakeholders to understand current-state processes, organizational structures, system dependencies, pain points, and business requirements Lead operational analysis and diagnostic efforts to identify inefficiencies, capability gaps, manual workarounds, and opportunities for digitization Document as-is processes and operating models with precision to support transformation planning and technology solution design Facilitate value stream mapping events to visualize end-to-end workflows, capture process gaps, and identify automation opportunities Assess organizational design, roles and responsibilities, operational capacity, and technology utilization to inform operating model recommendations Ongoing Business Process Partnership & Continuous Improvement Serve as a dedicated business process partner to assigned field teams (Operations, Underwriting, Sales, Claims), providing ongoing advisory support for operational excellence Build trusted relationships with operational leaders and teams as a go-to resource for process innovation, problem-solving, and best practice adoption Support field teams with day-to-day process questions, escalations, and improvement opportunities as they arise Facilitate continuous improvement initiatives, Kaizen events, and rapid problem-solving sessions with operational teams Monitor process performance metrics and proactively identify opportunities for optimization and innovation Champion a culture of continuous improvement by coaching teams on process thinking and problem-solving methodologies Stay connected to operational realities and emerging challenges to inform larger transformation initiatives Provide ongoing process guidance during and after major implementations to ensure sustained adoption and optimization Collaborate with field teams to pilot innovative approaches and scale successful practices across the organization Gap Analysis & Capability Assessment Conduct comprehensive gap analyses comparing current operational capabilities against available organizational tools, platforms, and technology solutions Evaluate business requirements versus existing technology functionality to identify capability shortfalls and opportunities for better tool utilization Assess process maturity and technology readiness across business units to prioritize transformation investments Analyze process costs, labor utilization, and capacity constraints to identify efficiency opportunities Analyze skill gaps, training needs, and change readiness to support successful implementations Partner with cross-functional teams to identify redundancies, inefficiencies, and opportunities for standardization Business Reviews & Executive Reporting Draft executive summaries, business review presentations, and strategic assessments for leadership consumption Prepare comprehensive reports synthesizing discovery findings, gap analyses, continuous improvement results, and strategic recommendations Facilitate cross-functional business review sessions with Operations,