Intake & Process Consultant, Intelligent Automation

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Intake & Process Consultant, Intelligent Automation

Organization: Business Transformation & Shared Services

Location: Waterford, Ireland; Wellesley, MA or Kansas City, MO

Reports to: Senior Manager Intake & Process Consulting, Intelligent Automation

Direct Reports: None

Job Description

Role Summary:

Sun Life is building out its Intelligent automation capabilities, and expanding a US-based team to identify, configure, deploy and support bots and other solutions that can automate manual tasks, improve the client experience and allow our employees to focus on higher-value activities.

Sun Life is seeking an Intake & Process Consultant who through a deep understanding of our business and processes, and strong process improvement expertise, can help to product own and deploy projects that will significantly increase efficiency and improve the client experience. Core responsibilities will include identifying and triaging new project ideas, building and maintaining a project pipeline, and conducting process analysis and design to transform our internal and client facing processes.

The role is a member of the US Intelligent Automation Intake team reporting to Sr. Manager Intake & Process Consulting within the corporate Transformation & Shared Services organization. The role is responsible for partnering closely with Business stakeholders, Business Analysts, Solution Designers, Architects and Developers to maximize the team's overall business impact.

Main Accountabilities:

• Design and facilitate workshops and meetings to educate business leaders and business subject matter experts and identify new automation opportunities
• Conduct job shadowing sessions to develop a deep understanding of current state processes and identify repetitive, manual work that can be automated
• Develop and maintain a robust project pipeline and manage the process for generating and accepting new ideas, conducting benefits analysis, assessing complexity and feasibility, and creating high level solution while partnering with our Solution Designers and Architects
• Map out current and future state processes and obtain buy in from business stakeholders and the Automation team
• Conduct in-depth process analysis and propose how existing processes can be transformed through automation and digitization.
• Act as a Product Owner for automation initiatives, prioritizing the backlog and collaborating with stakeholders to refine requirements and ensuring alignment with the business objectives
• Facilitate agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives to ensure smooth execution of automation projects and continuous improvement of team processes
• Identify potential automation enhancements that will increase the business value of the bots that have already been deployed throughout the business.
• Prepare proposals for business leaders and key stakeholders to communicate both project and program opportunities, progress and accomplishments.

Desired Skills & Competencies

• An entrepreneurial mindset focused on providing business solutions that deliver concrete value to end users, managers and clients
• The ability to understand and optimize end-to-end business processes and user needs through automations and complementary technologies such as optical character recognition, artificial intelligence, machine learning and low-code applications. An analytical and innovative mindset that can break complex business challenges down into core components and develop and present viable improvement options
• The ability to combine a deep understanding of the insurance business and processes with knowledge of robotics automation technology to identify, evaluate and propose new projects
• The ability to rapidly triage new project ideas and assess potential benefits based on estimated volumes and efficiencies
• Strong consulting, relationship management and facilitation skills including the ability to listen and question to understand the business problem, analyze, provide insight and advice
• Experience with agile methodologies and frameworks such as Scrum, Kanban, or SAFe
• Strong product ownership skills, including the ability to create and manage product backlogs, write user stories, and define acceptance criteria
• Proficiency in agile project management tools like JIRA
• Ability to remove impediments and foster collaboration among cross-functional teams
• Excellent communications skills, both written and verbal and the ability to influence decision-making at all levels across the organization
• Eagerness to tackle new challenges, devise creative solutions, and learn new tools and technologies

Education, Experience & Technical Competencies

• A BA/BS degree and at least five years of related experience
• At least 2-3 years of process improvement and automation experience preferred
• Deep knowledge of financial and/or insurance desired
• Lean Six Sigma Green Belt certification preferred
• Understanding of automation tools such as PEGA, Blue Prism and Power Platform, JIRA.
• Experience managing and implementing complex process improvement projects preferred
• Knowledge of MS PowerPoint, MS Project, and MS Visio
• Design Thinking training and certification preferred
• Periodic travel may be required
• Some project work may be required outside of regular office hours to support critical timelines and deliverables, as well as collaboration with Sun Life teams in other regions
• Certified Scrum Master (CSM) or Professional Scrum Master (PSM) certification preferred
• Experience with Agile methodologies and frameworks, including Scrum and Kanban

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