Transformation Manager

Job Title: Process Transformation Manager

Department: Operations / Strategy & Transformation

Reporting To: [SM – Process and Systems Excellence]

Job Type: Full-Time

Position Overview

We are seeking a dynamic and results-driven Process Transformation Manager to lead and drive process improvement initiatives across the organization. This role is key to optimizing internal workflows, resolving cross-functional operational challenges, and implementing sustainable process enhancements aligned with our business goals. The ideal candidate is analytical, a strong communicator, and experienced in managing conflict resolution and cross-departmental alignment in a fast-paced healthcare or HMO environment.

Key Responsibilities

• Lead Transformation Projects: Drive process reengineering, redesign, and optimization projects across various functions including Claims, Customer Service, Underwriting, Provider Relations, and Medical Services.
• Process Mapping & Analysis: Document and analyze current state processes using tools like swimlane diagrams, SIPOC, and value stream mapping. Identify gaps and recommend future state improvements.
• Conflict Resolution: Serve as a neutral process owner to facilitate conflict resolution among departments, ensuring process accountability and minimizing bottlenecks.
• Time and Motion Studies: Conduct detailed time and motion studies to measure productivity, identify inefficiencies, and implement corrective actions.
• Change Management: Champion process change by working closely with key stakeholders, managing resistance, and ensuring successful implementation and adoption.
• KPI Monitoring & Reporting: Define and track success metrics for process improvements. Prepare reports and dashboards to communicate progress and impact to leadership.
• Cross-functional Collaboration: Work closely with IT, Operations, Quality, and Compliance teams to ensure changes are practical, scalable, and compliant with industry standards.
  
  

Qualifications

• Bachelor’s Degree in Industrial Engineering, Business Administration, Healthcare Management, or related field. Master’s degree is an advantage.
• Minimum 5 years of experience in business process improvement, transformation, or operations in a healthcare, HMO, insurance, or BPO setting.
• Proven experience with process mapping, Six Sigma, Lean, or Kaizen methodologies. Certification (Lean Six Sigma Green/Black Belt) preferred.
• Strong interpersonal skills, with a demonstrated ability to resolve conflicts and manage change effectively.
• Proficient in process modeling tools (e.g., Visio, Lucidchart) and data analysis software (e.g., Excel, Power BI).
• Excellent communication and stakeholder management skills.
  
  

Desired Attributes

• Analytical thinker with a strategic mindset
• Results-oriented and highly organized
• Empathetic listener with strong influencing skills
• Adaptable to a highly regulated and evolving healthcare landscape
• Able to balance quick wins with long-term strategic transformation