Process Improvement Manager

Be at the forefront of an exciting and revolutionary system transformation at one of Canada's largest commercial carriers! Push boundaries, challenge assumptions, and lead a team of professionals looking to boldly shape the future of Commercial P&C insurance in Canada. 

What can you expect in this role?
Project and Process Management: 

• Accountable for conducting current state process analysis, consolidation of findings and development of recommendations on business processes, procedures, and tools within Commercial Insurance. 

• Experienced in analyzing processes to understand current state performance using tools such as process mapping, customer value and cycle time analysis. 

• Provides recommendations on potential future state solutions and processes to key business stakeholders and gains alignment on new process design and needs.  

People Management and Leadership: 

• Develops, coaches, mentors, and manages the performance of direct reports. 

• Accountable for evolving the skills and competencies of the team as the needs of the organization, specifically Commercial Insurance, evolve.

Initiative Delivery: 

• Designs and maintains delivery roadmaps, secures required resources, establishes dependencies, and understands impacts to project. 

• Acts as a first point of escalation to overcome blockers, manage initiative risk and ensures delivery team engagement. This includes negotiating, influencing, building trust and being transparent in all interactions. 

• Provides business direction on agreed upon process improvement initiatives.

Partnership Development: 

• Fosters a culture of collaboration, continuous learning, and empowerment with both direct reports and other delivery teams and functional areas. 

• Uses influence and negotiation skills to deliver priorities that support Commercial Insurance.

• Develops and maintains effective working relationships with business and technical teams, external vendors, and key stakeholders. 

Strategy & Planning: 

• Provides external research and market intelligence input on the development of strategic plans related to customer experience best practices and emerging trends. 

• Supports the implementation of the Commercial Insurance strategic plan by translating the plan into tactical goals, action plans and activities for the process optimization team.
   

What do you bring to this role?

• University Degree in a related discipline

• 3-5+ years of leadership/management experience

• 3-5+ years' experience utilizing Lean Six Sigma, Systems Thinking or similar process improvement methodologies

• 3-5+ years of project management experience

• Preference will be given to candidates with

  • P&C insurance industry expertise and knowledge of broker models and technologies

  • Relevant industry-related certifications, such as PMP

  • Knowledge of project planning and delivery tools like Jira and Confluence

• Demonstrated track record of success in the areas of process improvement, change management, and operating model transformations

• Strong stakeholder management skills and the ability to build effective relationships, including with senior leaders and external vendors

• Excellent business acumen and written/verbal communication skills, with a proven ability to effectively communicate business strategy, goals and targets

• Ability to establish clarity around change impacts and communicate implications to various stakeholders while proactively influencing/managing potential issues

• The ideal candidate enjoys thinking strategically, applying creativity in problem solving and collaborating to produce innovative enhancements
   

As part of the selection process, this role requires candidates to successfully clear a Criminal Background Check and a Credit Check.
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.
 

Salary Range: $106,500-$156,500
 
 

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success. 

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• 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

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

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 background checks (including criminal checks and leadership references).

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