Business Process Manager

Summary

Join PointClickCare as a Business Process Manager and play a pivotal role in driving organizational transformation and operational excellence. You will lead cross-functional teams in process discovery, analysis, and design, aligning future states with strategic objectives and customer expectations. Your expertise will improve efficiency, quality, and customer experience. This critical role involves collaboration with business leaders, challenging the status quo, and supporting a community of practice. The successful candidate will possess strong business acumen, change management skills, and problem-solving abilities. This position offers the opportunity to make a real impact on healthcare across North America.

Requirements

• Bachelor’s degree in Business Administration, Engineering, or related field
• Experience in process documentation, process analysis, process improvement, continuous improvement, process management experience in a SaaS Company
• Proven track record of leading cross-functional teams through process improvement or transformational initiatives
• Experienced in leading communities of practice or continuous learning programs
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Excellent communication and interpersonal skills with the ability to effectively collaborate with stakeholders at all levels of the organization
• Change management experience, including stakeholder engagement, communication planning, and training development
• Ability to distill complex processes and painpoints, develop and propose effective recommendations to drive process improvement across the organization
• Exceptional presentation, oral, and written communication skills
• Ability to analyze conflicting and competing performance objectives and propose business process methods and approach to manage these competing goals
• Strong critical thinking and decision-making skills
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively

Responsibilities

• Lead process discovery discussions and workshops with key stakeholders to identify current state processes, interdependencies, and pain points
• Analyze process effectiveness and maturity using industry-standard methodologies and tools such as Lean Six Sigma
• Collaborate with cross-functional teams to design future state processes that address pain points, align with strategic and business objectives, and challenge the status quo to improve and transform
• Develop business cases and plans to implement process enhancements and improvements, and track progress against targets
• Facilitate process execution control planning discussions to capture the necessary metrics and control plans that will result in optimal performance against customer expectations and operational targets
• Support the Senior Manager, Business Process Management, develop and maintain business process documentation and artifacts
• Ensure alignment between business processes and strategic and operational targets during process design
• Design and model new and existing business processes using industry-standard methodologies and process classification frameworks such as APQC (American Productivity Quality Center)
• Facilitate change management discussions to capture the changes between current and future states which will enable change impact assessment and preparation that lead to successful adoption of new processes and behaviors
• Provide subject matter expertise and guidance on process improvement initiatives across the organization during the project and provide consultation during process execution to enhance the business unit's capabilities to maintain metrics to measure process performance and identify areas for continuous improvement
• Lead process documentation as engaged by the business where necessary
• Work with the Business Process Management team to build out enterprise business process practices and knowledge based
• Build out the enterprise business process and process elements library
• Support the establishment and maintenance of the business process automation capabilities

Preferred Qualifications

• Master's degree
• 5+ years in SaaS or HealthCare work environment
• Certified Lean Six Sigma, BPM, or other Continuous Improvement certification
• Knowledge of BPMN, Six Sigma, APQC, CMMI, BIZBOK, TOGAF or Gartner methodologies
• Experience with enterprise solutions such as JIRA, SalesForce, NetSuite, and business process management tool such as Visio, Lucid, and etc
• Strong facilitation skills with experience managing high stake conversations and ability to manage conflicting interests of cross functional teams
• Hands on experience with change management frameworks
• Experience designing and executing complex multi-day workshops that drive tangible results
• Experience presenting to leadership at an Executive level
• Experience leading transformational projects of various sizes in various industries

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition
• 10% Performance based bonus
• Overtime eligibility