Senior Consultant, Process Optimization & Agentic Operations
Overview:
In this role you will lead diagnostics and redesigns to boost efficiency, quality, and customer experience, while preparing processes for automation and AI-enabled operations. You'll partner with senior leaders to implement practical improvements and embed continuous improvement into day-to-day work. You will blend problem solving with hands-on execution to deliver measurable value and sustainable outcomes. This is a remote opportunity with a focus on operational excellence within a trusted retirement services platform.
Responsibilities:
- Lead operational diagnostics to identify efficiency, quality, capacity, customer experience, and risk reduction opportunities
- Analyze current-state processes and design practical future-state solutions
- Partner with operational leaders to implement and drive adoption of improvements
- Eliminate non-value-added activities, bottlenecks, duplication, rework, and complexity
- Own improvement initiatives from identification through stabilization and value realization
- Develop data-informed recommendations balancing customer impact, feasibility, risk, and objectives
- Apply Lean, Six Sigma, Operational Excellence, and change management techniques as appropriate
- Conduct process assessments and workflow analyses across operations
- Facilitate process redesigns to simplify work and improve controls and experiences
- Establish performance measures, routines, and controls to sustain improvements
- Embed continuous improvement capabilities in day-to-day operations
- Assess automation, AI, and agentic readiness of processes
- Standardize workflows and knowledge assets to support AI-enabled operations
- Collaborate with business, technology, and AI teams to redesign work before automation
- Support transition toward agentic operating models by improving maturity and consistency
- Define measurable success criteria and track realized benefits across productivity, cycle time, quality, capacity, customer experience and risk
- Support portfolio governance with visibility into progress, risks, and value realized
- Protect confidential data and uphold core values like People Matter, Quality First, Integrity AlwaysKey requirements 5+ years in process improvement, operational excellence, consulting, transformation, or continuous improvement
- Experience in retirement operations and recordkeeping; financial services servicing and operations preferred
- Lean Six Sigma Green Belt, Black Belt, or equivalent certification preferred
- Consulting experience preferred
- Experience supporting automation, workflow transformation, AI, or digital transformation initiatives preferred
- Proven track record leading improvement initiatives from assessment to stabilization
- Strong process analysis, workflow redesign, and problem-solving skills
- Ability to influence stakeholders and drive organizational change
- Experience developing business cases, performance metrics, and value realization measures
- Independent work style in ambiguous environments; accountability for results
- Financial services experience preferred; retirement industry highly preferred
- Strong data-driven decision making and analytical capabilitiesinfluence and stakeholder managementproblem-solving mindsetdata-driven decision making
- Lean Six Sigma (Green/Black Belt)process mapping and redesigndata analysis and measurement