Business Analyst - IT V

Senior Manager/Associate DirectorP&C Digitization & Process Automation Lead

How You Will Make History Here...

Reporting to the Director of P&C Technology Enablement & Experience, the Senior Manager/Associate Director, P&C Digitization & Process Automation Lead drives the identification, design, and execution of continuous improvement opportunities to digitize, automate, and optimize tasks across the P&C operating model. Pulling on levers across people, process, data, and technology, this role transforms how P&C delivers servicesreducing manual effort, improving employee experience, and unlocking capacity for strategic, high-value work. In this role, you will support the automation roadmap that delivers measurable efficiency gains, partner with technology and operations teams to implement solutions in Workday, ServiceNow, and Microsoft 365 to drive business efficiencies.

What You Will Do...

• Automation & Digitization Strategy
• Identify and prioritize automation candidates across the P&C operating model using a structured framework that evaluates effort, impact, & value potential.
• Lead the design and execution of automation initiatives including employee P&C Q&A case deflection, job change workflow optimization, headcount request validation, payroll triage automation, and manager self-service enablement.
• Translate complex process inefficiencies into clear automation business cases with quantified hours saved, FTE capacity unlocked, and ROI projections.
• Technology Enablement
• Partner with IT and vendors to configure and optimize Workday business processes, conditional routing rules, and workflow automation.
• Drive ServiceNow case management optimization, including intelligent triage, case deflection, and exception analytics.
• Leverage Microsoft 365 and Copilot capabilities to enable self-service, policy guidance, and P&C Q&A deflection for employees and managers.
• Ensure cross-system data integration between Workday, analytics platforms, and downstream systems.
• Process Optimization & Continuous Improvement
• Apply lean methods to eliminate bottlenecks, reduce rework, and streamline handoffs across P&C service delivery.
• Establish governance and measurement frameworks to track automation effectiveness, case reduction rates, and capacity reallocation.
• Lead root cause analysis and workflow exception analytics to identify systemic issues and deploy targeted fixes.
• Champion intelligent work placementmoving the right work to the right location in the P&C operating model.
• Managed Services & Vendor Partnership
• Support strategic managed services partnerships for process excellence and technology enhancement in non-core processes.
• Manage vendor relationships related to automation tools, platforms, and implementation support.

Who You Will Work With...

You will partner closely with P&C Business Partners, P&C Solutions, Payroll Operations, Talent Acquisition, IT, Finance, and external partners (including Client) to deliver automation initiatives. You will also collaborate with business leaders across the organization to align P&C process improvements with enterprise priorities.

What You Bring To the Table...

(Must Have)

• Bachelor's degree required with 8+ years of experience in P&C operations, process improvement, P&C/IT technology, or related roles.
• Demonstrated experience leading automation and digitization initiatives.
• Strong working knowledge of Workday (business processes, configuration, reporting), ServiceNow (case management, workflows), and Microsoft 365/Copilot.
• Proven ability to quantify process improvement opportunities and translate them into business cases with measurable ROI.
• Experience applying continuous improvement methodologies (Lean, Six Sigma, or equivalent) to P&C processes.
• Strong analytical capability with ability to interpret case data, identify patterns, and prioritize interventions.
• Excellent project management skills with ability to manage complex, multi-stakeholder initiatives end-to-end.

(It Would Be Great If You Have...)

• Advanced degree or relevant certifications (PMP, Lean Six Sigma, Workday Pro).
• Experience with AI/ML-enabled automation, including Copilot, or chatbots.
• Background in P&C shared services or P&C operating model transformation.
• Experience with vendor/partner relationships in an outsourced or hybrid delivery model.
• Familiarity with workforce analytics and data reconciliation across P&C systems.

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."