Sr Process Engineer

📋 Description

• • As a Sr Process Engineer at Independence Pet Group, you will be instrumental in driving operational excellence across our diverse portfolio of pet health brands and services. This role is pivotal in ensuring our critical claims and policy administration processes are not only well-defined but continuously optimized for efficiency, quality, and an exceptional customer experience.
• • You will be responsible for meticulously mapping existing processes, utilizing tools like Visio, to create a clear and comprehensive understanding of our current workflows. This foundational step is crucial for identifying bottlenecks, inefficiencies, and areas ripe for improvement.
• • A key aspect of your role will involve overlaying inventory flow data onto these process maps. This analytical approach will allow you to pinpoint critical metrics such as queuing times, periods of idleness, and 'not in good order' (NIGO) rates, providing tangible data to support process enhancement initiatives.
• • You will champion the recommendation, implementation, and ongoing monitoring of Key Performance Indicators (KPIs) specifically tailored to our policy administration and claims processes. This data-driven approach ensures that improvements are measurable and aligned with business objectives.
• • A significant part of your contribution will be to maintain a dynamic list of prioritized process improvement ideas. This prioritization will be guided by a robust impact/complexity framework, ensuring that our efforts are focused on initiatives that deliver the greatest value with manageable effort.
• • Collaboration is at the heart of this role. You will partner closely with business stakeholders and technology leads to translate process insights into actionable requirements. This partnership is essential for the successful implementation of projects aimed at optimizing our operational landscape.
• • You will also play a vital role in developing and maintaining Standard Operating Procedures (SOPs) and standard work documents. This ensures consistency, clarity, and adherence to best practices across the organization, empowering our teams with the knowledge they need to perform effectively.
• • Your expertise will be sought after in consulting on claims automation initiatives. You will provide guidance and strategic input to leverage technology for streamlining claims handling, reducing manual effort, and accelerating turnaround times.
• • Furthermore, you will consult on the design and deployment of chatbot solutions. This involves understanding user needs, process flows, and technological capabilities to create effective and efficient automated customer interaction points.
• • The ideal candidate will possess a strong analytical mindset, capable of dissecting complex problems, identifying root causes, and developing innovative solutions. Your ability to facilitate team problem-solving sessions will be crucial in gathering diverse perspectives and fostering a collaborative environment for process improvement.
• • You will leverage your fluency in process documentation applications like Visio, alongside data analysis tools such as Excel and Power BI, to conduct thorough analyses and present findings effectively.
• • Experience with AI/Chat/IVR optimization is highly valued, as is familiarity with workflow automation tools, enabling you to contribute to the modernization of our operational infrastructure.
• • Your strong project management skills will be essential for managing multiple priorities simultaneously, ensuring that process improvement initiatives are delivered on time and within scope, often across various departments.
• • A proactive approach to change management will be key, ensuring smooth transitions and successful adoption of new processes and technologies by our teams.
• • This role offers a unique opportunity to shape the future of operational efficiency at a rapidly growing company in the thriving pet industry, making a tangible impact on both business performance and the well-being of pets and their parents.