• Responsible for administration, support, and continuous improvement of the organization's iGrafx BPM system and TIM Solutions automation module covering process modelling repository, automation, and all interfaces. • Acts as technical/functional expert for process modeling, workflow automation, system integration, and lifecycle management, working with business stakeholders, IT, and vendors. • Own iGrafx BPM + TIM Solutions platform (dev/UAT/prod environments) • Manage repository/automation lifecycle (3-4 major releases/yr; yearly TIM upgrades) • Maintain interfaces (REST/ETL, IBM API, ORDS), SSO/Azure AD, API keys • Manage user groups, roles, permissions, access, and IDS-based account sync • Troubleshoot issues, lead upgrades/patches, maintain knowledge base. • Handle incidents, change/access requests; liaise with vendor support • Maintain user guides, training materials, KPI dashboards, master data • Assess new process automation requests: requirements analysis, solution design, budget/timeline estimation, scope agreement, business case/governance support • Support process documentation/modeling per BPM standards • Run mapping workshops and improvement initiatives • Maintain process repository & documentation • Design/configure automated workflows (rules, approvals, notifications, routing) • Build/maintain JavaScript forms for TIM customization • Identify automation opportunities • Support API integrations, data exchange, auth services, reporting tools with enterprise architects/dev teams • Ensure policy/audit/regulatory compliance; maintain documentation. • Act as liaison between business, IT, and vendors. • Build dashboards/reports; track KPIs (efficiency, adoption, system health); produce monthly license/usage reports.

• Map selected current-state project delivery workflows, including opportunity-to-project handoff, contract finalization, project initiation, engineering execution, procurement coordination, customer change orders, forecasting inputs, field execution coordination, commissioning, and closeout handoffs. • Facilitate interviews and working sessions with cross-functional stakeholders to understand how work is actually performed today. • Document workflows using clear process maps, swimlanes, handoff points, decision points, roles, inputs, outputs, systems used, and common variations. • Identify and document process pain points, bottlenecks, unclear ownership, duplicate work, manual workarounds, inconsistent practices, and key handoff risks. • Build a practical current-state process library that PMO and operating leaders can use as a foundation for future-state process design. • Summarize findings, themes, and prioritized improvement opportunities for leadership review.

• Lead business process re-engineering initiatives across all phases of the project lifecycle. • Facilitate workshops, stakeholder meetings, and training sessions to gather requirements and drive process improvements. • Analyze current business processes and develop future-state process models and workflows. • Apply process improvement and re-engineering methodologies to modernize business operations. • Develop activity models, data models, process flows, and operational procedures. • Identify industry best practices and recommend solutions to improve performance, productivity, and quality. • Define, develop, and evaluate business performance metrics and key performance indicators (KPIs). • Support organizational change management efforts and facilitate adoption of new business processes. • Integrate new business processes with existing systems, technologies, and operational environments. • Collaborate with business and technical teams to ensure process improvements align with organizational objectives. • Prepare and deliver executive-level presentations, reports, and recommendations. • Support business system modernization initiatives and information system development efforts. • Identify risks, process gaps, and improvement opportunities and develop mitigation strategies. • Facilitate continuous improvement and quality management initiatives. • Communicate effectively with executive leadership, program managers, technical teams, and end users.

Role Description As our Corporate Operations Manager on the Offshore Business Operations Team in the Employee Health & Benefits area, you will play a key role in partnering with our onshore and offshore operations teams to transition work from servicing teams to offshore support models. This role will lead operational transition efforts for identified processes, ensuring work is effectively discovered, designed, implemented, documented, and stabilized for long-term success. You will serve as a critical liaison across business stakeholders, servicing teams, and offshore operations partners to support transition readiness, service quality, process standardization, and continuous improvement. This role requires strong operational leadership, transition management capabilities, and deep Employee Health & Benefits Insurance knowledge to ensure solutions are practical, scalable, and aligned with business needs. Key responsibilities - Conduct discovery for identified work targeted for offshore transition - Support solutioning for transition design and service readiness - Lead implementation activities and transition coordination - Provide subject matter expert support during setup, go-live, and stabilization - Monitor BAU performance, service quality, and process adherence - Create and maintain SOPs, job aids, and knowledge articles - Enable training and knowledge transfer for offshore teams - Support system conversions and process changes - Drive standardization, efficiency, and continuous improvement - Manage stakeholder communication for assigned processes Qualifications - College Degree or equivalent education, training and work-related experience - Seven years of experience in Employee Benefits and Health Insurance industry - Leadership experience - Highly effective written/verbal communication and facilitation skills - Proven ability to act with responsiveness, urgency and professionalism in all matters while prioritizing responsibilities and proactively accomplishing goals - Strength in providing strategic level input with the ability to influence others at all levels of the organization Requirements - Life & Health Insurance License (additional qualification, not required) - Knowledge of Employee Health and Benefits specific systems and applications (additional qualification, not required) Benefits - Generous time off, including personal and volunteering - Tuition reimbursement and professional development opportunities - Hybrid work - Charitable contribution match programs - Stock purchase opportunities Company Description Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh McLennan (NYSE: MRSH). We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams.