Process Design Consultant

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.

Our Claims Innovation team is currently seeking a Process Design Consultant to join our growing team.  This is a Full Time/Exempt role.

Position Summary:

The PD Consultant will play a focal role in developing and delivering improvements to enhance operational performance and the end-to-end claims customer experience for The Hanover.

Primary Responsibilities:

• Work with leadership and staff across the organization to build a shared understanding of the current state, including gaps and improvement opportunities.
• Analyze information relevant to roles, processes, sources of truth, and systems, including performance metrics, to design logical and efficient target states.
• Implement agreed-upon solutions/deliverables and manage organizational change through stabilization.
• Execute control plans and monitor performance post-implementation, including quality audits or inspection, to determine solution(s) refinement.
• As the PD SME, support strategic and operational initiatives by embedding lean and design-thinking concepts across critical social-technical interactions, capturing business needs/requirements/user stories when appropriate, and participating in user acceptance testing as needed.
• Organize and maintain the organization’s process knowledge library in collaboration with other areas.
• Operate and execute with some guidance/direction and a high degree of autonomy.

Skills and experience:

• Bachelor’s degree in business, operations, mathematics, finance, engineering, or relevant discipline from an accredited college or university
• Industry-recognized process improvement certification (or equivalent work experience)
• Three (3) years of business analysis, process improvement, management consulting, change management, or related business experience.
• Demonstrated analytical and problem-solving skills to identify, evaluate, recommend, and implement changes to processes/procedures to improve operational performance
• Strong communication, collaboration, and presentation skills
• Strong organization and prioritization skills
• Project management (traditional or agile) or business analysis certification is a plus
• Prior P&C and Fortune 500 company experience preferred

Physical demands & work environment:

• Ability to use a personal computer and other standard office equipment
• Ability to sit and/or stand for extended periods
• Required to work on-site as needed
• Ability to travel as necessary
• Ability to work hours in excess of 40 hours per week
• Ability to work in a fast paced, changing or stressful environment
• Ability to perform in a loud/noisy work environment

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers.  The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.  

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.” 

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities.  Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.

Privacy Policy:

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