Senior Process & Change Manager

Description Within GRS North America (NA) Operations, we focus on delivering differentiated operational capabilities that enable the business, create exceptional experiences for our brokers and clients, and contribute to our GRS shared objectives.

NA Operations Solutions helps define, prioritize, and execute top opportunities to advance operational effectiveness across GRS North America, ensure effective change, maintain critical operational knowledge, and coordinate NA's role in key strategic initiatives. Our Process & Change Enablement team exists to:

Understand, document, and improve underwriting and operational processes across North America. Identify opportunities to improve consistency, efficiency, scalability, and effectiveness across NA divisions. Optimize the flow of work across underwriters, account analysts, onshore teams, offshore delivery centers, and vendor partners. Shape and execute operational transformation initiatives that improve business outcomes and create organizational capacity. Support business case development, prioritization, sequencing, implementation, and value realization for operational improvement initiatives. Ensure effective change management as solutions are deployed to front-line teams across people, process, data, and technology.

Role Summary:

The Senior Process & Change Manager will lead and support operational transformation initiatives across GRS North America, with a focus on identifying opportunities, shaping solutions, coordinating implementation, and driving value realization. This role partners closely with underwriting, operations, product, data, technology, and leadership stakeholders to improve operating models, optimize work placement, and ensure changes are effectively adopted by front-line teams.

The role requires a blend of process improvement, project management, change management, and stakeholder engagement skills, along with the ability to connect strategic priorities to measurable operational outcomes.

Responsibilities:

Lead and support operational transformation initiatives from opportunity identification through implementation and value realization. Identify, assess, and prioritize opportunities to improve operational efficiency, effectiveness, scalability, and workforce optimization. Partner with business and operational leaders to develop solutions that improve operating models, streamline workflows, and enhance the experience of front-line teams. Support governance, reporting, value tracking, and implementation activities associated with operational improvement initiatives. Develop business cases with input from leaders and stakeholders, including objectives, scope, timing, resource needs, expected benefits, and implementation considerations. Maintain and improve business process documentation and process maps to support consistent execution and informed decision making. Provide change management support for initiatives impacting NA underwriting and operations teams, including stakeholder engagement, communications, readiness, adoption, and sustainment activities. Leverage a structured change management methodology, such as Prosci, to support effective adoption across people, process, data, and technology. Build consensus and gain buy-in across cross-functional stakeholder groups. Identify risks, dependencies, constraints, and trade-offs, and provide recommendations to leaders and stakeholders. Escalate and help resolve issues that create delivery risk or impact expected outcomes.

Preferred Qualifications:

Strong knowledge of project management, process improvement, and change management principles and practices. Proven ability to manage initiatives of varying complexity from opportunity identification through implementation and value realization. Experience supporting operational transformation, workforce optimization, process redesign, or business efficiency initiatives. Ability to develop business cases, define scope, assess impacts, identify dependencies, and measure outcomes. Strong analytical, problem-solving, communication, and organizational skills. Advanced influencing, facilitation, presentation, and stakeholder management skills. Ability to work effectively across cross-functional teams, including operations, underwriting, product, data, technology, and leadership stakeholders. Experience with change management frameworks such as Prosci preferred. Project management certification preferred. Proven business operations knowledge, including understanding of operating models, business processes, and value chains strongly preferred. Bachelor's degree or equivalent experience, plus 6+ years of relevant experience in project management, process improvement, operational transformation, change management, or related disciplines.

Qualifications

Strong knowledge of project management principles and concepts. Strong ability to manage all aspects of the project management life cycle. Proficient with project management tools. Project management certification strongly preferred. Displays strong communication, organizational, analytical, critical thinking, and team building skills. Advanced presentation, influencing, and relationship management skills. Strong business operations knowledge to include understanding the function's value chain and market conditions strongly preferred. Competencies typically acquired through a Bachelor's degree or equivalent experience. Advanced degree preferred. Minimum of 8 years of relevant experience to include project management work.

About Us Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being.

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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