Director, Systems & Process Improvement

The Director, Systems & Process Improvement will lead Operations readiness for the implementation of Producer Workbench, our new Salesforce-based policy management platform, while also driving continuous process improvement across the Operations function. Working closely with IT, Kaufman Institute (training), field leadership, and our third-party staffing partner, this role will ensure the phased rollout of the new platform is operationally sound, well adopted, and supported by clear workflows, documentation, and training.

• Lead Operations readiness for the Producer Workbench rollout.
• • Serve as the primary Operations representative for the transition from legacy systems to Producer Workbench, ensuring operational requirements, workflows, and dependencies are fully considered during implementation. Coordinate Operations participation in system testing, workflow validation, pilot office launches, and post-implementation stabilization across each rollout phase.

• Own operational process documentation and SOP governance.
  • Develop and maintain standardized operating procedures, job aids, workflow maps, and process documentation supporting the new system and broader Operations activities. Ensure documentation is clear, practical, and usable by both internal teams and outsourced partners.

• Coordinate the transition of outsourced processing partners to the new platform.
  • Act as a liaison with the third-party staffing firm that supports servicing (centralized tasks and hourly dedicated staff). Ensure the vendor receives appropriate system access, updated SOPs, and clear role expectations while coordinating a phased transition from legacy systems to the new platform alongside internal teams.

• Partner with IT and Training to support change management and adoption.
  • Identify role-specific training needs and collaborate on curriculum, job aids, and training materials to support system adoption. Capture feedback from pilot business units and operational users to refine workflows, training approaches, and implementation plans.

• Drive continuous process improvement across Operations.
  • Identify operational pain points, inefficiencies, and service gaps across workflows. Lead efforts to improve efficiency, quality, and consistency through workflow redesign, standardization, and discipline.

• Serve as a strategic advisor to Operations leadership.
  • Provide insights and recommendations on operational improvements, workflow design, implementation risks, and adoption challenges. Help shape a more scalable and disciplined operating model as new systems and processes are introduced.

What Success Looks Like

In the first 12–18 months, success in this role will likely include:

• Key operational pain points are reduced through stronger process design and continuous improvement
• Operations has better visibility into workflow performance, improvement priorities, and adoption risks
• Operations workflows are clearly documented and consistently executed in the new system
• The third-party staffing partner is successfully transitioned alongside internal teams with minimal disruption
• Training and adoption support are practical, role-based, and effective
• Legacy-to-new-system transition is coordinated in a way that protects service levels and reduces confusion

• Experience in operations, process improvement, systems implementation, or operational excellence
• Strong understanding of insurance or transaction-heavy operational environments
• Demonstrated ability to map, redesign, and document business processes
• Experience working cross-functionally with technology teams and operational stakeholders
• Strong project leadership, communication, and problem-solving skills
• Ability to influence and drive progress in a lean environment

H.W. Kaufman Group is a powerful global network of companies dedicated to shaping the future of insurance. With over 2,000 dedicated professionals across an extensive network of over 60 offices around the world, we lead by offering innovative solutions that are at the forefront of the industry. We are privately and family owned and thus free from the influence of Wall Street. This allows us the ability to adapt to constantly fluctuating market conditions. From brokerage, underwriting and real estate to claims, loss control and risk management services, our depth of services is unrivaled. 
  
Equal Opportunity Employer 
The H.W. Kaufman Group of companies is an equal opportunity employer. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, pregnancy, sexual orientation, genetic information or any other status or condition protected by the laws or regulations in the locations where we operate. 
  
In addition, Kaufman will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business. 

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