Manager, Business Process Engineering and Optimization

Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

This new role has been created to provide support to the Director of Continuous Improvement function in the ongoing development and refinement of the Personal Insurance LEAN Centre of Excellence.  This person will manage and coordinate a variety of impactful and innovative Business Process Engineering / Continuous Improvement Projects from concept to implementation in support of Personal Insurance's strategic goals. They will support and facilitate process improvement teams across Personal Insurance i.e. (Shared Services Contact Centre) using LEAN,6 Sigma, LEAN-Agile and Design Thinking. They will support efficiency improvement across Personal Insurance by establish a solid foundation in Leader Standard Work and Gemba Walks to sustain process efficiency gains.  They will act as a SPOC ( a single point of contact) in cross functional project teams across Personal Insurance.  They will build and execute change management frameworks and implement and implement operational excellence standards across Personal Insurance. This position will have 3 direct report and they will have responsibility for monitoring staff performance.  They will also be responsible for training, mentoring and guiding team members in a broad range of improvement methodologies ensuring the teams skill set remains at the forefront of process improvement to deliver sustainable competitive advantage to the organization.

Key Accountabilities:

Business Process Engineering, Optimization and Technology Enablement

• Works with the Personal Insurance leadership team and TS to proactively assess/evaluate current state workflow processes and identify opportunities for future state engineering and collaboratively works and lead the with the team through to implementation of the recommendations. Proactively seeks feedback on changes implemented to identify gaps/issues and works with the team to monitor the results as a KPI/operational metrics to support efficiency gains and effectiveness of the change from current state to future state.   
• Supports data acquisition and analysis as requested within the Personal Insurance Leadership team, working with the relevant stakeholders to develop business/metric insights
• Defines and governs the critical claims measures (including KPIs, LIs, operational metrics, etc.) to evaluate the achievement of goals and performance
• Liaison with TS on new technology/telephony tools that the claims operation can leverage to gain workflow efficiency and as an enabler to increase productivity

Operational Effectiveness

• Defines and manages the provision of operational support services for the Personal Insurance Leadership team to enable a consistent, repeatable approach to rolling out tools and process change (e.g., change impact assessments, internal change communications support, etc.) 
• Process Management, leads value stream mapping and value stream analysis of processes (i.e. current and future state) for functional areas within Personal Insurance and/or implements operational and continuous improvements to business processes to maximize efficiencies and leverage synergies
• Support change management, communication, and employee engagement across Personal Insurance 
• Liaison with HR on change management support/communication required
• Project Portfolio Oversight 
• Supports the Head, PI in managing the roadmap for transformative PI initiatives (e.g., org. design) – including work-stream interdependencies, risks / issues, reporting on progress against milestones
• Responsible for execution of a consistent and standardized initiative management approach (e.g., project prioritization, sequencing, identification of interdependencies, etc.) to enable integrated depiction making across the PI, using the project management approach set out by the ePMO; partners with the ePMO to access project managers as appropriate for large initiatives
• Maintains portfolio-wide view of risks, resources, skills, stakeholders and benefits, to enable effective leadership decision-making and support PI Leadership in reporting to the Executive team and Board

Process Improvement

• Leads the work of the LEAN COE including planning, coordinating, prioritizing, and supporting continuous improvement to effectively realize process excellence commitments across Personal Insurance.  This could include project work delivery outside of Personal Insurance as well i.e. IMC, TS.
• Works with cross-functional leaders and Director of Continuous Improvement to determine strategic priorities of the LEAN COE to be best support Definity’s goals and Personal Insurance operational excellence. Influences and advocates for process excellence and for adoption of process optimization, processes, methodologies and standards.  Builds process optimization capabilities across the entire Personal Insurance operation and fosters key talent to deliver on short and long term strategies. 
• Provides strategic advice to leadership team regarding improvement opportunities and drives efforts to deliver enhanced cost effectiveness and technology enablement through process and workflow optimization to maximize workflow efficiency, enhance customer satisfaction and increase productivity to support strategic goals and overall operational efficiency.

Requirements:

• University degree or college degree in industrial engineering, or business management.
• 5+ years relevant work experience in business process management or operational excellence consulting work in this field from the big 5 or boutique consulting agency.
• LEAN Six Sigma Black Belt, PMP and PROSCI or other Change Management certification is an asset.  Experience in P & C Insurance Industry or Financial Services is consider an asset.
• Exceptional written and verbal communication and presentation skills with the ability to convey ideas to both technical and non-technical stakeholders
• Change management/change agent experience (4 to 6 years)
• Strong leadership/relationship skills with the ability to build and maintain effective relations with all involved stakeholders

Salary range - $74,100 - $136,500