American Equity Process Documentation Specialist in West Des Moines, Iowa
GENERAL PURPOSE OF THE JOB:
The Process Documentation Specialist is responsible for creating and maintaining accurate procedures for the operations teams and additional support functions in compliance with record retention and industry changes, including collaboration with compliance and legal teams as necessary to identify additional or updated material needs. The incumbent works with the training team to implement changes and offer support during the training process.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Partners with subject matter experts, observes work processes, and communicates with business leaders and staff to research and analyze information required for the development or update of policy or procedure.
Resolves process conflicts and locates areas of improvements to mitigate risk or increase efficiencies and communicates these to department leaders; develops an action plan in partnership with leadership.
Creates a uniform procedure layout for all operations policies and procedures.
Works with each business unit to create procedure manuals describing steps and requirements for each business function to document a standard of work; continuously updates manuals and reviews with heads of departments, as well as appropriate management and staff, to receive final approval. Secures, assembles, and archives accumulated documentation and approvals for regulatory compliance purposes.
Identifies a standard of work within procedures that aligns with company and department objectives.
Prepares, packages, and presents draft documentation to management, compliance/risk, subject matter experts, and appropriate lines of business for review and publication approval.
Attends all relevant meetings associated with job functions, and completes necessary procedure updates.
Develops policies and procedures in accordance with Company documentation development standards.
Reviews and approves all correspondence – internal and external facing – that affects the Operations functions; identifies edits needed for consistency
Partners with trainers when an updated procedure needs communicated to the team via classroom training, email, or stand up meetings.
Maintains cohesive working relationships with all levels of management, line of business personnel, and team to effectively interface on all projects and deliverables.
Partners with Senior Trainers on edits to correspondence result in an update to training requirement and on completing a skill gap analysis for team members.
Upload, track and manage all stored procedures in the appropriate procedure software.
Reviews and maintains procedures throughout the year to ensure compliance with record retention and changes in the insurance industry; monitors and maintains the record retention timeline set by the company on all active or archived policies and procedures.
Assists the Compliance, Risk, and Legal departments with documentation discovery research/delivery requests for internal audits, regulatory audits, and legal discovery purposes.
Performs other related work as assigned.
Direct Reports: None
General Description of Indirect Reports (2 and 3-downs): None
EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree (B.A.) from four-year college or university in English, Communications or related field of study; or four (4) years of related operations experience; or equivalent combination of education and/or experience.
Broad knowledge of processes and procedures within an operations or customer service center environment required.
CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:
Completion of LOMA courses and designations are a plus.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of process documentation best practices and procedures, including documentation layouts, flowcharts and illustrations.
Strong customer service orientation.
Exceptional grammar and writing skills.
Effective verbal communication skills.
Mathematical skills and strong attention to detail.
Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
Strong organizational and planning skills.
Proficient in the use of Microsoft Office Suite.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions.
Ability to read, analyze, and interpret general business periodicals, professional journals and technical/operational procedures.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
This description covers the major purpose and essential functions of the job. It is not intended to give all details or a step-by-step account of the way each task is to be performed. Employees may receive other job related instructions and be required to perform other job related work requested by their manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.