Operations Consultant: Communications and Technical Writing
Voya Financial
Together we fight for everyone’s opportunity for a better financial future.
We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.
Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.
Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now
Get to Know the Opportunity:
We are seeking a detail-oriented and strategic Operations Consultant to lead and enhance our information repository related to disability and leave management. Expansion in the leave management segment creates this role within the Learning & Development/Change Communications team. This role will focus on organizing, maintaining, and optimizing operational knowledge, tools, and resources to ensure compliance, consistency, and efficiency for the Voya contact Center and Claims organization. The ideal candidate will have experience in disability and leave management, operational excellence, and knowledge management systems. This role will also flex to support the information repository and change communication strategy in our Health and Wealth business lines.
The Contributions You’ll Make:
- Assess current information repository tools, structures, and content related to disability and leave management programs.
- Develop and implement a comprehensive strategy for organizing and maintaining accurate, accessible, and up-to-date documentation and operational resources.
- Partner with subject matter experts in customer service, claims, compliance, sales and technology teams to gather and verify content.
- Create and maintain SOPs, process maps, guides, FAQs, and other documentation supporting disability and leave workflows.
- Ensure all materials are aligned with internal policies, federal/state regulations, and industry best practices.
- Identify and implement opportunities for automation, workflow improvement, and process standardization. Identify gaps in communication and knowledge-sharing processes and recommend solutions.
- Monitor repository usage, gather feedback, and continuously improve structure, accessibility, and content quality.
- Create comprehensive communication strategies for product launches/enhancements, system training and on-going resource support.
- Manage governance of content accuracy, aging and review standards.
Minimum Knowledge & Experience:
- 3+ years of experience in operations, process management, technical writing or contact center.
- Strong knowledge of disability and leave programs (e.g., FMLA, STD/LTD).
- Experience with knowledge management platforms (e.g., SharePoint, Salesforce).
- Excellent organizational, analytical, and communication skills.
- Proven ability to manage multiple projects and work cross-functionally.
Preferred Knowledge & Experience:
- Familiarity with compliance standards and regulatory requirements in disability and leave programs.
- Experience in change management and process improvement methodologies (e.g., Prosci, Continuous Improvement)
- Strong technical skills and ability to learn new tools quickly.
Compensation Pay Disclosure:
Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.
The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.
Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
$59,970 - $74,960 USDBe Well. Stay Well.
Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.
What We Offer
- Health, dental, vision and life insurance plans
- 401(k) Savings plan – with generous company matching contributions (up to 6%)
- Voya Retirement Plan – employer paid cash balance retirement plan (4%)
- Tuition reimbursement up to $5,250/year
- Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
- Paid volunteer time — 40 hours per calendar year
Learn more about Voya benefits (download PDF)
Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture:
- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Learn more about Critical Skills
Equal Employment Opportunity
Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.
Reasonable Accommodations
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.