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Manager, RPA

Job ID : 5885
Category : Claims
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.

What can you expect in this role?

Reporting to the Director of Data Integration, the Manager, Claims RPA will be responsible for the overall execution of intake, documentation, and development of robotic process artefacts that will help drive operational accuracy and efficiency leading to cost savings, risk reduction or quality/customer satisfaction improvements.  The Manager of RPA will be responsible for managing the intake of ideas, evaluation, and assist in the prioritization of artefact development.  Through the RPA team, the RPA Manager will create and support scalable, reliable, and sustainable robotic processes that will deliver continued value to the functional business areas.  Production work is required in this small team.  Production work consists of testing, monitoring, debugging, maintenance, and reporting of all related RPA products and outputs. 

The Manager, RPA will be accountable for maintaining and building the RPA infrastructures required to execute on the highest value RPA opportunities and communicate all stages to business partners in a timely manner.  The Manager, RPA will be accountable for training plans and coaching of your highly specialized team.  The Manager, RPA will also be responsible for supporting the strategic direction of RPA within claims. This includes; maintaining a functional lead role as a key member of the Definity RPA COE, building and maintaining relationships with the Technology Services(TS), Enterprise Procurement and Risk organizations, and maintaining strategic research and development for claims RPA.

What you’ll do:

  • Collaborate with various departments and capture current and planned process changes to design and develop business cases, success criteria and benefits tracking metrics
  • With Technology Services, support the configuration of the UiPath environment and monitor environment performance on an ongoing basis
  • Support the creation and maintain an intake model that captures business requirements, cost benefit analysis, scores or ranks the initiative vs a back-log of automation initiatives. 
  • Monitor and communicate project success through monthly steering committee and project roadshows
  • With your team, develop and maintain RPA workflow models within UI layer that address failures, bugs, and exceptions
  • Ensure workflows are legible and well documented, and follow RPA programming best practices
  • Create and execute test plans, and report results to business stakeholders. 
  • Address outages and defects in a timely fashion and work collaboratively with business stakeholders to determine optimal solutions.
  • Ensure maintenance and monitoring of RPA artefacts, including enhancements or break fixes.
  • Develops and maintain effective and collaborative working relationships with Claims Leadership, PMO, HR, TS and other key stakeholders as appropriate
  • Maintain a team which values quality execution and support a positive work environment
  • Ensure task data is tracked and team planning (WILOs) are updated on a regular basis
  • Participate in standard annual tasks associated with feedback and compensation as per Economical practices
  • Assesses team and individual talent and addresses gaps by executing on training recommendations
  • Listens to business partners and executes on voice of the customer feedback in a timely manner

What do you bring to the role?

  • 5 years full-time experience in automation, focusing on RPA implementations and UiPath
  • Excellent verbal and written communication skills are essential – true ability to work collaboratively to achieve team goals
  • Proven team management skills with servant leader approach
  • Proven automation executions with exceptional attention to detail
  • You enjoy problem-solving coupled with strong critical thinking skills
  • University Degree – Computer Science, Information Technology or related field
  • Experience with agile implementation methods, JIRA and Confluence
  • Insurance industry experience (preferably P&C Insurance sector) would be beneficial but is not required

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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