Sr Manager, Process Improvement, Technology Program Delivery

Title: Senior Manager Process Improvement, Technology Program Delivery
Status: Full-time / permanent; 37.5 hours per week
Workplace: Home office - Canada-wide

About the Role
Reporting to the Director, Technology Program Delivery, the Senior Manager requires the ability to focus on various strategic and tactical initiatives and apply Process Improvement, Project Management and Change Management methodologies, resulting in improvements to business processes, Member experience and internal and external operating efficiencies.

As a Senior Manager Process Improvement, you will facilitate process workshops and document information collected using process maps and other supporting documents. You will be involved in documenting procedures and presenting new process maps to stakeholders for discussion. You will be managing process changes, leading process redesign workshops, and managing the overall process library. You'll be a Subject Matter Expert and participate in and/or facilitate internal meetings at various levels within our organization.

You'll be accountable for providing strategic direction and coordinate activities for management and designated internal clients, by identifying and executing on initiatives, programs and projects, making existing workflows more efficient, effective, and streamlined, directly resulting in improvements and efficiencies for both the organization and our members.

Key Responsibilities

• Process Management - Facilitate process workshops and document information collected using process maps and other supporting documents. Documenting procedures and present new process maps to stakeholders for discussion. Manage process changes, lead process redesign workshops, and manage the overall process library.
• Process Library - Create a framework for all business processes organization-wide. Ensure that both current and future state business processes are maintained. Develop process efficiency metric per business and functional area and publish monthly. Assist with the Research of viable solutions and make recommendations in developing enhancements to business processes based on findings.
• Process Improvement - Help identify areas of improvements and work with the stakeholders to improve quality, client satisfaction and cost performance.
• Project Management - Participate in projects as a Subject Matter Expert and provide input into the development and implementation of programs designed to improve end-to-end processes or technology.
• Relationship Management - Partner with Subject Matter Experts to incorporate business process improvement and business change best practices into daily activities/routines. Create strategic partnerships with Front-line Q Insights Product, and other business partners.
• Analytical & Technical Support - Research opportunities to deliver an improved Member experience. Active participation in the roadmap development and execution. Monitor the performance of processes/services to ensure efficiency, cost-effectiveness and profitability. Identify deficiencies to develop and implement enhancements/improvements

• Process Reviews - Implement internal procedures and applicable regulatory guidelines, put in place review of internal processes and activities, and assist in identifying potential opportunities to improve operational efficiencies.
• Process Functional Risk - Monitor remediation of functional governance gaps and escalate recurring gaps to Stakeholders given risk rating and impacts.
• Vendor Management for Desktop Support - manage the process for Association-wide process improvements, upgrades and enhancements with a key vendor that provides desktop/IT support to all employees.
• General - Develop and deliver presentations/communications to management or broader audiences. regarding best practices. Develop efficiency metrics for the organization to monitor implemented improvements and gaps requiring attention.

Ideal Candidate Profile

• Degree/diploma in Business, Information Systems, Accounting and/or equivalent work experience.
• Minimum 5 years experience with Process Improvement Methodologies/ strategy preferably in Financial Institution/Insurance/Consulting
• Experience in technology and business process troubleshooting.
• Expert knowledge of approaches, tools and techniques for recognizing, anticipating and resolving organizational, operational or process problems.
• Hands-on experience as a Business Process Leader (5+ Years)
• Highly motivated individual with willingness to take initiative and propose pragmatic solutions to complex challenges and issues.
• Acts with a high level of professionalism, has an innovative mindset and works well in a team environment.
• Works effectively in a team environment and be able to interact with all levels of personnel from various functional areas

Must Have Requirement:

• Demonstrated successful delivery of Process Improvement Projects with measured benefits (2+ Projects)
• Proficient at process mapping (5+ years)
• Demonstrated experience in process library management.
• Process Metric development experience

• Proficient in Visio process modelling methods (5+ years). Full understanding of Visio, and business process mapping functions

Nice to Have:

• Six-Sigma certification
• Agile experience
• Property and Casualty Insurance experience
• Fraud Operations experience
• Change management experience
• Experience working with cross-functional teams
• Project Management skills involving both Jira, and waterfall methodology

Soft Skills:

• Organized
• Strong communicator with excellent oral and written skills.
• Knowledge of Jira (filter queries) and Confluence.
• Advanced knowledge of Microsoft Office applications
• Experience using SharePoint, Teams, One Note.