Business Process Operations Analyst II - Personal Lines

NJM's Personal Lines Business Process Operations Team is seeking a Business Process Operations Analyst II.

BPOA II is responsible for supporting strategic business initiatives, managing, and optimizing business processes, and ensuring the effective operationalization of new processes and technology solutions. This role acts as a bridge between business users, solution owners, and technology teams, facilitating change, driving process improvements, and supporting both technology and non-technology operations.

Essential Duties and Responsibilities: Essential functions of this job are listed below in order of priority. Reasonable accommodations may be made to enable individuals to perform the essential duties. Regular and predictable onsite attendance is an essential function of the job.

• Contribute to the execution of the strategic plan and key initiatives.
• Facilitate discussions with business owners to set annual priorities and clarify initiative goals.
• Advise Solution Owners to ensure business processes align with operational objectives and customer experience standards.
• Promote cross-departmental collaboration and manage change effectively.
• Continuously enhance knowledge of business processes, products, and industry trends.
• Demonstrate ownership, and a growth mindset.

Business Process Management

• Maintain business process documentation and associated KPIs/SLAs.
• Assess process challenges, analyze deficiencies, and propose improvements (BPIs).
• Maintain and prioritize a backlog of BPIs and support implementation of process changes.

Support Business and/or Technology Operations and/or Non-Technology Operations

• Provide ongoing support to business users for process execution and technology adoption.
• Triage and resolve end-user support requests, especially during new launches or onboarding.
• Manage production support and incident management, including communication and escalation.
• Coordinate with vendors, IT, and other departments during incidents.
• Support departmental operations such as newsletters, town halls, compliance, and onboarding.
• Facilitate departmental budget development and ongoing forecast updates.

Support Operationalization of New Process/Tech Solutions

• Ensure seamless transition of new technology initiatives from Strategic Alignment & Execution (SA&E) and IT to business users.
• Lead change management and rollout efforts for new products and process enhancements.
• Support training teams in rolling out changes.
• Assess and communicate impacts of new launches or updates to business operations.
• Coordinate with other business units to evaluate cross-functional impacts and provide recommendations.

Required Qualifications: Knowledge, skills & abilities, experience, minimum & desired education, certification and/or license requirements.

• Minimum 3 – 6 years’ experience in understanding and analyzing insurance business processes.
• Demonstrate a strong work-ethic through ownership and accountability, taking pride in deliverables, managing priorities effectively, and supporting teams’ interests.
• Basic ability to determine the root cause of problems and create solutions that resolve these problems.
• Strong verbal, written, and interpersonal communication skills.
• Ability to collaborate with diverse multi-function teams.
• Embracing a growth mindset by learning new tools, products, and business processes.
• High School Diploma or GED equivalent required.

Preferred Qualifications:

• Bachelor’s degree preferred.
• Property & Casualty Insurance experience preferred.
• Ability to learn quickly in a demanding environment and adapt to change.
• Passion to challenge the current state and embrace change.
• Knowledge of Insurance products and certifications from The Institutes is a plus.

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.

NJM reserves the right at any time to amend, add or delete any aspect of the job description for this position based on business needs.

Compensation: Salary is commensurate with experience and credentials.

Pay Range: $73,427-$92,670