FBS Project Manager (Business Operations)

Job Title

Manages the execution and change management of large, high-level, complex operations projects and core operational activities affecting employees, customers and agents. Leads and facilitates multiple large cross-functional teams in the implementation of business solutions aligning with the enterprise strategy. Performs project management and develops analytics to identify trends and make recommendations impacting changes in technology, operating procedures, and improved results. Collaborates with leadership and key stakeholders across the enterprise to build effective relationships and support the delivery of initiatives within the portfolio.

Essential Job Functions

Initiate, research, evaluate, recommend and execute high-level complex projects and core operational activities to support Service Operations strategy, people, process, and technology initiatives.

Leads project and supports the execution of large cross-functional enterprise strategic projects in collaboration with other enterprise teams.

Ensure short and long term strategies, programs and processes are executed.

Develop and lead change management plans and execution activities including impact analysis and assessing change readiness.

Partners with other business units, including Digital, Product, IT and Underwriting, to facilitate communication and ensure projects align with operational objectives and direction.

Lead and present analysis reviews including trend monitoring and provides sound business solutions.

Develops and delivers presentations and communications supporting the execution of change management.

Collaborates with key stakeholders and generates key insights influencing business decisions and solutions.

Takes ownership for resolving and mitigating issues. Identifies opportunities and risks associated with changes in internal and external environment by developing and implementing short term and long term operational plans.

Makes sound recommendations based on research of new technologies, techniques and tools to support and/or drive improvements within Service Operations.

Provides guidance, mentorship and coaching to Operations Execution Analysts I and II.

Performs other duties as assigned.