Manager Process Excellence & Customer Experience

Gore Mutual Insurance•Cambridge, ON

19h•CA$97,000 - CA$147,000•Hybrid

About The Position

The Manager, Process Excellence & Customer Experience leads the process design team in a matrix structure with the goal of designing, implementing, monitoring & streamlining processes across the organization. They would apply critical thinking to bring the voice of the broker and customer to process design and issue remediation while safeguarding operational effectiveness and employee experience. Become a conduit and enabler between all stakeholders to drive operational efficiency. This role will help to establish a Process design Centre of excellence which will assess, design, deploy and manage all core business operations processes to maximize efficiency while allowing large volumes of work to be delivered. We're looking for a trusted business partner who masters the art of building and nurturing strong relationships with key stakeholders such as business leaders, vendors, brokers, and customers. The role works with various stakeholders to drive and enable business efficiencies and growth. They must also partner with senior leaders, including the Executive Committee and an array of internal partners, to optimize processes and operations for scale, growth, and efficiency.

Requirements

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.
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)
Excellent interpersonal and leadership skills
Experience in Insurance Business Transformations (Claims, P&C, Commercial)
Experience with analyzing large data sets
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

Nice To Haves

Experience with Robotic Process Automation (RPA) projects is preferred

Responsibilities

Define, design, and optimize processes across the national contact centre
Lead the design, documentation, and continuous improvement of end-to-end processes, procedures, and workflows to enhance efficiency and customer experience
Identify gaps, root causes, and opportunities to improve processing times and operational performance
Partner with business and technology leaders to deliver best-in-class, customer-centric and digital-first experiences
Establish and monitor KPIs, dashboards, and reporting to drive proactive and data-informed improvements
Champion a culture of customer experience and continuous improvement, sharing insights, success stories, and best practices
Conduct research, stakeholder interviews, and impact assessments to inform process enhancements and innovation
Maintain process documentation, governance, and support materials while coaching and influencing stakeholders
Facilitate sessions, map, analyze, implement and update processes to support company objectives
Facilitate workshops and reviews to analyze current processes, identify gaps, and implement sustainable improvements
Design scalable, digital-enabled processes that improve customer experience and reduce operational friction
Collaborate cross-functionally (Operations, Claims, Finance, L&D, etc.) to ensure alignment and effective implementation
Support training, communication, and adoption of process enhancements across teams
Monitor live operations to ensure compliance, identify barriers, and drive continuous improvement opportunities
Maintain operational tools, documentation, and platforms (e.g., SharePoint) to support process execution
Build and implement a continuous improvement approach for business processes including process repository management
Manage and govern a centralized process repository, ensuring standardization and best practices across the organization
Define metrics, benchmarks, and reporting to measure effectiveness and support continuous improvement initiatives
Gather and prioritize business requirements, assessing cross-functional impacts and dependencies
Drive process improvements that enhance customer satisfaction and reduce employee and broker friction points
Partner across teams to deliver scalable, digital-first solutions and support transformation objectives
Foster a high-performance, continuous improvement culture through engagement, coaching, and operational excellence initiatives