Wolters Kluwer, CT business, enables organizations to ensure adherence with ever-changing regulatory obligations, manage risk, increase efficiency, and produce better business outcomes.
As the Associate Director Business Analysis, Operational Improvement, you will play a strategic leadership role in driving efficiency, productivity, and service excellence through continuous improvement and technology innovation. In this position, you will lead enterprise-wide initiatives to streamline processes, reduce waste, improve quality, and enhance the customer experience. Success in this role requires a hands-on, curious, and strategic thinker who can identify opportunities, gain stakeholder buy-in, and deliver measurable improvements at scale—all while leading and developing a team in a dynamic, evolving environment
You will report to the Director, Project and Program Management and work a hybrid schedule (2 days in office, 3 days at home) from one of our local offices.
Essential Duties & Responsibilities:
Operational Excellence & Continuous Improvement
Analyze Service operations and FCOE operations to identify inefficiencies, bottlenecks and risks using Lean, Six Sigma, and other process improvement methodologies (e.g. time motion studies) to optimize workflows (current state/future state assessments) and minimize waste.
Develop, maintain and implement a comprehensive roadmap for operational improvement initiatives aligned with strategic business goals and compliance requirements partnering with Business Leaders, Platform Owners and Technology Leads as needed.
Create detailed business cases for each initiative, including cost-benefit analysis, risk assessment, and resource planning to support executive decision-making and support for funding key initiatives.
Partner with cross-functional teams to create process maps, define metrics, set performance targets, and track progress.
Serve as the Business Champion/Lead overseeing the implementation of approved improvement initiatives, ensuring timely delivery, budget adherence, and measurable outcomes. Continuously evaluate results and adjust strategies as needed.
Data, Technology & Insights
Experience with and ability to stay abreast of latest technologies related to automation, agentic AI and other emerging technologies to identify opportunities to enhance the operational improvement roadmap.
Partner with internal and external technology teams to identify opportunities to leverage Agentic AI and other emerging technologies to automate and optimize workflows.
Define, drive the implementation of, and monitor key performance indicators (KPIs) to evaluate the success of initiatives and inform continuous improvement efforts.
Design and implement a prioritization framework for senior leadership and the team to use to sequence the operational improvement roadmap to ensure we are focusing on the right improvements at the right time.
Use reporting and data analytics to drive decision-making and conduct root-cause analyses to address recurring issues.
Change Leadership
Collaborate with leadership and frontline teams to implement new processes, tools, and technologies.
Lead change management efforts to ensure adoption and sustainability of improvements.
Communicate progress, successes, and challenges to stakeholders at all levels.
Team Leadership & Management
Contribute to the evolution of and organizational design of the existing team of Service Operations and Reporting teams to best serve the CT business operations and operational improvement efforts.
Build and lead the team to support the ongoing efforts of the Operational Improvement function.
Champion a culture of innovation and continuous improvement across the team and broader organization, empowering employees to contribute ideas and solutions.
Qualifications:
Education:
Minimum Bachelor’s degree, or equivalent.
Bachelor’s or Master’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field preferred
Experience:
8+ years of experience in operational improvement, service delivery, fulfillment or process improvement roles.
Experience with process mapping, value stream analysis, and root cause analysis techniques,
Proficiency with process management and visualization tools (e.g. Visio, Lucidchart, Miro, Smartsheet),
Experience in digital transformation and AI-driven process innovation.
Experience in requirements generation, process mapping, workflow optimization, strategy and roadmap management.
Demonstrated ability to work cross-functionally and influence without direct authority.
Proven track record of leading cross-functional improvement projects from concept to execution.
Excellent communication and stakeholder management skills
Experience managing teams and other leaders
#LI-Hybrid
Benefits:
A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html
Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Compensation:
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $153,200 - $216,850