Manager Process Excellence & Customer Experience
$97,000–$147,000 year
Hybrid · Toronto, Ontario, Canada or Cambridge, Ontario, Canada
Job Summary
Manager, Process Excellence & Customer Experience leads the process design team in a matrix structure to design, implement, monitor and streamline processes across the organization. Partners with business leaders, vendors, brokers and customers to drive operational efficiency, customer-centric experiences and continuous improvement. Defines and optimizes end-to-end processes for the national contact centre, establishes KPIs and dashboards, coaches stakeholders, facilitates workshops, designs scalable digital-enabled processes, and maintains process documentation and governance while driving cross-functional collaboration and adoption of process enhancements. Requires program leadership, stakeholder engagement, data-informed decision making, RPA familiarity, and Six Sigma/Lean expertise to enable large-scale process changes within the insurance domain (claims, P&C, commercial).
Required Qualifications
- College or Undergraduate degree in related field
- 5+ years experience in business process optimization/reengineering applying process improvement, modeling, and reengineering methodologies to conduct process optimization and improvement projects
- Experience with Robotic Process Automation (RPA) projects is preferred
- Ability and experience of mapping processes using tools like Microsoft Visio software
- Experienced in facilitating stakeholder sessions/ workshops for mapping and approval of business processes
- Extensive experience building and designing customer experience program(s)
- Experience in Insurance Business Transformations (Claims, P&C, Commercial)
- Experience with analyzing large data sets and record of implementing large scale process changes
- Deep understanding of enabling technology, tools, and methodology
- Strong interpersonal, communication, influencing, facilitation, analytical, and problem-solving skills to work effectively with cross functional teams
- Working knowledge of MS Office
- Change management and continuous improvement mindset
- Ability to work effectively in an independent environment
- Self-starter with excellent organizational and time management discipline to coordinate multiple concurrent efforts and performs with minimal instruction
- Strategic thinking and Analytical skills
- Run cross-functional team meetings efficiently and optimally, with the ability to connect dots and influence key decisions
- Six Sigma Black Belt/Lean Six Sigma/ Kaizen facilitator designations
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