Service Excellence Specialist - Life Operations
Date: Sep 6, 2024
Location: Winnipeg, MB (Hybrid), CA Ottawa, ON (Hybrid), CA Kitchener, ON (Hybrid), CA North York - Toronto, ON (Hybr, CA
Company: Wawanesa Insurance
Job ID: 8403
Working Business Language: English.
Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.
The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $70,000 - $90.,000. Candidates with salary expectations outside of the range are still encouraged to apply.
About Us
At Wawanesa, we’re proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Toronto, ON; Kitchener, ON; ON; Ottawa.
The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”), founded in 1896, is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,600 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. To learn more visit wawanesa.com.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
Working under minimal supervision, the Specialist, Service Excellence supports Wawanesa’s strategic goals through the development of standard procedures, optimization of processes, procedure quality, and associated training. The Specialist is a process expert responsible for identifying, recommending and implementing procedure documentation and process optimization to ensure consistent member/broker experience, processing efficiency, quality of documentation and change adoption within operational teams.
Job Responsibilities
- Develops and implements procedure and process documentation and optimization
- Leads the design, development, and implementation of processes, and procedures
- Ensures processes are designed and executed to optimize efficiencies, member and broker experience, and conform to regulatory requirements
- Engage and collaborate with business and enabling teams to identify areas of opportunity for process optimization, including benefits identification and realization and business case development
- Identifies trends and recommends solutions along with contributing to the development and execution of improved policies, procedures, and best practices to support business objectives
- Maintains accurate records of decisions made and ensures completeness of data
- Works in collaboration with operations and other enabling teams to ensure optimization of end-to-end processes
- Provides training, guidance and mentoring to operations teams
- Provides training and subject matter expertise to support new or optimized procedure or process implementation
- Champions the development and implementation of process change and is receptive to both employee resistance and acceptance so that genuine understanding, commitment, and change can occur
- Facilitate the sharing of knowledge and best practices
- Maintains and fosters strong relationships with operations teams and other stakeholders to assist in meeting operational objectives and goals
- Conducts and tracks quality audits
- Ensures ongoing adherence to standard procedures and processes through conducting quality reviews
- Provides regular reporting on review outcomes, trends, and recommendations for improvement
- Conducts and/or participates in special projects and assignments to optimize business activities
- Provides regular reporting on review outcomes, trends, and recommendations for improvement
- Actively participates and coordinates Service Excellence project activities including maintaining and managing project documentation and reporting
- Perform ongoing research and analysis for industry and competitive market trends to support process improvement
- Performs other duties as required
Qualifications
- Minimum 5 years process analysis experience
- Completion of post-secondary degree/certificate or equivalent experience in Business Analysis or Lean Six Sigma
- Experience in individual or group insurance is an asset
- Advanced understanding of business functions, workflows and processes
- Superior analytical and critical thinking skills, with the ability to conduct detailed analysis of information to recommend and implement fit for purpose solutions that address root cause in a timely manner
- Experience in business case development and benefits realization tracking
- Strong leadership skills to positively influence, coach and negotiate with stakeholders
- Excellent technical writing skills
- Excellent collaboration, communication, negotiation and presentation skills, with the ability to communicate at the right level for the intended audience
- Strong planning and organizing skills, with the ability to multitask and prioritize effectively
- Proficient with Microsoft Office Suite, SharePoint and VISIO
- Excellent attention to detail skills to develop relevant information and produce quality deliverables
- Proven ability to work collaboratively in a team environment
#LI-JB3
Wawanesa is proud to be one of Manitoba’s Top Employers, a Kincentric Best Employer in Canada and a Forbes Best Employer in Canada recognizing an exceptional place to work!
Diversity Equity, Inclusion & Belonging
Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Disability or medical-related accommodations are available upon request throughout all aspects of the recruitment and selection process. Candidates requiring reasonable accommodations may contact, in confidence, jobs@wawanesa.com.
If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.
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