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Specialist, Business Process

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Job ID : 6001
Category :
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada

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Definity includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, we’ve grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Starting in September, Definity employees move to a hybrid work model so we can collaborate, build mentoring relationships, and solve complex or cross-functional business opportunities together. Our teams work in whichever environment best supports what they're working on and who they're working with. We're actively reinventing our offices as welcoming workspaces that optimize collaboration and empower leaders to use our space to strengthen team dynamics. Our tools and processes seamlessly connect employees from multiple locations, and our culture encourages respectful engagement and flexibility. Leaders work with their teams to determine the right balance of on-site and remote work that best meets the needs of their team, cross-functional engagement, responsibilities and timelines, plus those of our customers, our broker partners, and the company culture.

Reporting to the Director, Continuous Improvement, this individual will conduct process analysis, consolidate findings and develop recommendations on business processes, procedures and tools within Personal Insurance. The successful candidate will be experienced in analyzing processes to understand current state performance using tools such as process mapping, customer value and cycle time analysis. The Business Process Specialist will prepare process documentation through various means including observations and interviews.  This role will apply continuous improvement tools and methodologies (e.g., lean, six sigma), working with stakeholders to identify and close gaps in current performance. The Business Process Specialist role requires strong analytical and critical thinking skills to effectively understand gaps and identify future state process design options to meet business requirements and enhance the customer experience.  This position requires someone with strong communication and facilitation skills and the ability to work collaboratively with various stakeholders at all levels.

What to expect from this role?

  • Complete full current state analysis to understand baseline performance and business requirements.
  • Conduct interviews and observations as needed to understand current processes.
  • Create process maps (and other workflow documentation as required). 
  • Understand and document current process performance through KPIs and customer experience data.
  • Apply various continuous improvement tools and techniques to identify causes of gaps between current and required performance (e.g., value stream analysis, waste identification, root cause analysis).
  • Collaborate with stakeholders to understand and validate current performance issues.
  • Share findings and recommendations with business leaders. 
  • Provide recommendations of potential solutions and processes to their leader to meet or exceed business requirements and objectives.
  • Develop process maps for future state (and other workflow documentation as required).
  • Collaborate with leader to challenge stakeholders to ensure new designs will meet business requirements and embodies continuous improvement principles.
  • Work with business partners to implement of new designs.
  • Periodically monitor adherence to new designs, raise and address any issues.
  • Provide support with change management and embedding a continuous improvement mindset.
  • Act as a focal point for processes, tools and best practices related to process analysis and continuous improvement.
  • Provide support and training if needed on process mapping and analysis within Personal Insurance.

What you bring to this role?

  • University degree and 7+ years of relevant experience with increasing responsibilities. Relevant P&C insurance industry experience is an asset. 
  • Training, knowledge, and/or hands-on experience using one or more of the following tools and systems is required:  Lean, Six Sigma, Agile, Design Thinking
  • Highly proficient with Excel, Visio, and other similar analysis and mapping tools.  
  • Excellent analytical and critical thinking skills, including the ability to analyze data, draw insights, understand the 'so what', and communicate key findings.
  • Creative, innovative thinker who sees beyond how things are done today to imagine a better way, and thinks about the big picture, long term direction.   
  • Superior facilitation and coaching skills, create an environment that is highly collaborative, create strong buy-in, and transfer process improvement knowledge and techniques. 
  • Effective written and verbal communication skills including the ability to present data and information in a logical way, and ability to influence and achieve support for change. Able to adapt communications to different audiences. 
  • Leadership skills including strong relationship building, high integrity, self-awareness, empathy, professionalism, and openness.
  • Has initiative, works independently, is organized, and manages time effectively in a fast-paced environment.

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).


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