Agency Process Design and Optimization Lead

Description About the RoleWe are seeking an Agency Process Design and Optimization Lead to drive the transformation of how we support and operate the agency channel in support of Comparion Insurance Agency. In this role, you will take a critical look at the operational processes that internal teams rely on every day — identifying friction, quantifying opportunity, and designing better ways of working. You’ll evaluate and apply modern levers including artificial intelligence, automation, and business process outsourcing (BPO), then partner across the organization to bring those designs to life.This is a senior individual contributor role who will own outcomes with broad visibility across Comparion and its partner functions. It’s a fit for someone equally comfortable in the details of a process map and in a room of senior stakeholders building the case for change.Key ResponsibilitiesProcess Analysis & DesignAnalyze critical Comparion back office operational processes end-to-end, documenting current state, pain points, cycle times, handoffs, cost drivers, and failure modesDevelop future-state process designs that measurably improve efficiency, accuracy, cost, and agent/customer experienceEstablish baseline metrics and define success measures for each initiativeSolution EvaluationEvaluate options to streamline processes through AI, workflow automation, system enhancements, self-service, process elimination, and BPOBuild business cases covering cost/benefit, implementation effort, risk, and expected returnAssess build vs. buy vs. outsource trade-offs and support partner selection where BPO is the right answerPartnership & ImplementationPartner with Comparion field and operations leadership, Technology, Finance, Legal/Compliance, and external partners to implement recommended solutionsTranslate process design into requirements, pilots, and rollout plansDrive adoption through documentation, training, and change managementMonitor post-implementation performance and iterateInfluence & Thought LeadershipAct as Comparion’s subject matter expert on agency process design, setting the standard others followBuild and socialize a repeatable framework for evaluating AI, automation, and BPO opportunitiesAdvise and influence senior leaders on prioritization and sequencing of the improvement portfolioFocus AreasAgency Compensation — increase the accuracy and efficiency of the processAgency Management System (AMS) Management — data flows, integrations, download/upload processes, data quality and hygieneRetention — agency and policyholder retention workflows, renewal processes, at-risk identification and outreachBook Rolls — agency book transfers, onboarding/consolidation, data migration, quoting and issuance at scaleAgent Service Desk — inquiry intake and routing, first-contact resolution, self-service and deflection, knowledge management, and service levelsFinancial Operations — partner payment processing, monthly reconciliations, and audit supportQualificationsDisplays strong research, problem solving, analytical, and critical thinking skills. Advanced business operations knowledge to include understanding the function`s value chain and market conditions. Advanced influencing, relationship management & presentation skills. Strong ability to support change and impart value within an organization.Strong project management skills as part of implementing business process changes. Advanced knowledge of available data sources, strengths and shortcomings. May also be relevant based on the particular needs of the position: Advanced knowledge of Excel and strong knowledge of database software. Solid knowledge of business intelligence tools.Competencies typically acquired through a Bachelor`s degree or equivalent experience in addition to 6+ years of relevant experience to include business analysis work. Advanced degree preferred.About UsPay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/BenefitsLiberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.Fair Chance NoticesCaliforniaLos Angeles IncorporatedLos Angeles UnincorporatedPhiladelphiaSan Francisco