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Innovation Delivery Mgr

The Company:  Aflac Columbus
The Location: 

Remote, US, 31999 GA, US, 31999

The Division:  Digital Services
Job Id:  2604

Job Summary

Responsible for the implementation of future state processes (based on Aflac’s Journey Maps and in conjunction with the Customer Experience Strategy Team) to equip and enable the organization to be more customer-centric in everyday operations; works with the Customer, Account, and Producer to execute complex technology projects and significant process improvements, starting with a rigorous test and learn process, covering multiple departments and functions; leverages gap analysis on the current state and develops and delivers solutions

 

Principal Duties & Responsibilities 

  • Responsible for the implementation of future state processes (based on Aflac’s Journey Maps and in conjunction with the Customer Experience Strategy Team) to equip and enable the organization to be more customer-centric in everyday operations; works with the Customer, Account, and Producer to execute complex technology projects and significant process improvements covering multiple departments and functions; engages key leaders from all impacted areas for collaboration and execution; leverages gap analysis on the current state and develops and delivers solutions 
  • Serves as a key team member for Aflac’s Strategic Vision implementation; maintains communications and liaisons with executive leaders in the areas impacted by projects/initiatives; works closely with business process owners and SMEs to ensure improvements are delivered; employs formal methodologies and techniques into the organization’s operations to accomplish business objectives; develops new and revised reports required to measure and report on process area performance and goal/objective attainment
  • Serves as an expert in the customer experience; acts as an advocate for the customer when implementing changes within the organization to drive Persistency, Retention and Ease; works with both BAU and Transformation team members to ensure Aflac is driving toward the future-state processes 
  • Manages innovation initiative test and learn efforts; manages one or more medium to large size complex projects that are tactical and evolutionary in nature, including project design, development, implementation and staffing requirements; effectively removes barriers and resolves escalations at all levels throughout the initial phases of project/initiative implementation •
  • Forms strategies, plans, policies, and procedures based on operational analysis to maximize current operations or to plan large-scale operational changes; analyzes current technology use to maximize efficiencies, finding the best mix of short-term costs, long-term operating effects and plans, service quality, and output requirements 
  • Stays abreast of current trends and best practices in technology, innovation and customer experience; identifies and implements improvement opportunities; keeps an external perspective as well as awareness of trends outside of the insurance industry; serves as a thought leader in the company around delivering a better future 
  • Reviews and interprets daily performance against operating plans and standards for the channel; provides information and reports to subordinates on interpretation of results approves plan changes; presents monthly reports on performance; develops and presents matters requiring decisions to the division’s key management team 
  • Performs other duties as required

 

Education & Experience Required

  • Minimum Required Bachelor's Degree Computer Science, Marketing, Business Administration or related field Qualification Level Experience
  • Minimum Required Six or more years of professional job -related work experience Minimum Required 4 years of managerial experience in a complex business environment involving multiple business issues Minimum Required Experience successfully managing business and technological projects in a dynamic environment

 

Education & Experience Preferred

  • Preferred Experience in the insurance industry

 

Or an equivalent combination of education and experience.

 

Job Knowledge & Skills 

  • Broad knowledge of management concepts, operating principles, and methodologies applicable to client relationship management, and risk management ; a high degree of skill in applying this knowledge to the analysis and resolution of very complex or sensitive operational issues 
  • Proficient in process improvement techniques; diagnostic and creative problem-solving skills; and excellent, analytical, facilitation and negotiation skills 
  • Basic knowledge of federal, state, and local regulatory and industry requirements, standard concepts, practices, and procedures as they relate to the insurance industry 
  • Knowledge of budgeting and expense control to plan, implement, and minimize funds expenditure while maintaining and improving quality standards 
  • Knowledge of Aflac’s business, including familiarity with consumers, businesses, field and brokers 
  • Culturally-aware, with experience working on a diverse set of campaigns and project teams 
  • Excellent presentation, oral, written, and interpersonal communications skills to effectively interact with senior management and internal and external business contacts

 

Competencies 

  • Acting with Integrity 
  • Communicating Effectively 
  • Pursuing Self-Development  
  • Serving Customers 
  • Supporting Change 
  • Supporting Organizational Goals 
  • Working with Diverse Populations 

 

Working Conditions

The statements below describe the general nature and level of the work and are not an exhaustive list of all responsibilities, duties, and skills required.

Normal office environment (virtual or in-person)

 

Travel

None Required


Nearest Major Market: Columbus GA