Manager, Operational Optimization

Definity Financial • $88K — $138K *
Mississauga, ON L4T 0A1In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in business, operations management, or a related field.
  • 7-10 years of experience in process improvement, management consulting, or project management.
  • Minimum of 5 years in leadership positions focused on operational excellence.
  • Project management experience to drive targeted improvements.
  • Strong presentation skills for executive-level communications.
  • Lean Six Sigma certification, preferably green belt.
  • Strong understanding of operational excellence methodologies.

Responsibilities

  • Develop and execute an Operational Productivity Strategy aligned with priorities.
  • Apply Lean methodologies to optimize processes for quality and efficiency.
  • Lead automation initiatives to enhance operational effectiveness.
  • Foster a culture of improvement by educating teams.
  • Drive cross-functional transformation initiatives balancing customer experience and efficiency.
  • Support contact centre system enhancements for better performance.
  • Identify cost-saving opportunities through thorough operational analysis.

Benefits

  • Hybrid work schedule for flexibility.
  • Company share ownership program for employee investment.
  • Incentive Program based on company performance and individual contributions.
  • Pension and savings plans with company-matched RRSP contributions.
  • Paid volunteer days and matching for charitable donations.
  • Educational resources, tuition assistance, and exam study leave.
  • Focus on inclusion with supportive employee groups and programs.
  • Wellness and recognition programs to enhance employee wellbeing.
  • Discounts on various products and services.
Full Job Description
Job Description

The Opportunity

The Manager, Operational Excellence and Centre Performance is responsible for leading and championing a culture of continuous improvement and operational excellence. They will play a pivotal part in driving efficiency, effectiveness, and quality across all facets of the NBS and DCC contact centre operations. As part of their mandate, they will lead continuous improvement and ensure delivery and benefit realization can effectively fulfill strategies and goals that meet customer/broker expectations and needs.

The Manager will act as a steward for centralized reporting and uses a suite of centralized reporting to evaluate performance results against key business goals and objectives as well as lead communicating operational results and plans at Leadership meetings.

What to Expect
  • Develop and execute an Operational Productivity Strategy and Continuous Improvement roadmap aligned to NBS and DCC priorities.
  • Apply Lean methodologies to optimize contact centre processes and improve service quality and efficiency.
  • Lead process automation initiatives to reduce manual effort and enhance operational effectiveness.
  • Foster a culture of continuous improvement by educating teams and identifying process inefficiencies.
  • Partner cross-functionally to drive transformation initiatives that balance customer experience with operational efficiency.
  • Support contact centre system enhancements to improve performance and user experience.
  • Track project progress, manage risks, and provide status updates in partnership with Enterprise Project teams.
  • Identify cost-saving and efficiency opportunities through operational analysis and process improvements.
  • Provide data-driven recommendations to optimize cost, service levels, and customer/broker satisfaction.
  • Define and monitor KPIs to measure operational effectiveness and program success.
  • Ensure successful program delivery, benefit realization, and long-term sustainment.
  • Collaborate with project teams, sponsors, senior leaders, and process improvement teams to drive successful outcomes.


What you Bring
  • Bachelor's degree in business, operations management, or a related field
  • 7-10 years of experience in process improvement, management consulting, and/or project management experience with leading companies
  • Proven experience in operational excellence, process improvement, or related roles, with a minimum of 5 years in leadership positions
  • Project management experience to drive projects, focused improvements and define future state
  • Skilled at developing and delivering executive-level presentations and communications
  • Lean Six Sigma certification is desirable (at minimum, green belt certified)
  • Ability to coordinate with and work across business units while driving shared services priorities and goals
  • Strong knowledge of operational excellence methodologies, such as Lean, Six Sigma, and Total Quality Management.


Salary Range: $88,000-$138,000

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.

#LI-Hybrid

About the Team

Definity is the parent company to some of Canada's most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada's leading and most innovative property and casualty insurers. We can't do that without our people, so we embrace and encourage a culture that's collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It's better here.

About Definity Financial

Definity Financial Careers

Joining Definity Financial presents an unparalleled opportunity to become part of a leading team of professionals in the financial services industry. This is a prime time for candidates to explore the diverse job opportunities at Definity Financial, a company renowned for its commitment to innovation, leadership, and professional growth.

Explore Career Opportunities

Definity Financial is actively seeking talented individuals for various positions across the company. From entry-level roles to senior leadership positions, Definity Financial offers a dynamic work environment where career growth is encouraged and supported by comprehensive benefits and diversity training programs.

Innovation and Professional Growth

At Definity Financial, innovation isn't just a buzzword; it's the cornerstone of the company's operations. Employees are encouraged to bring fresh ideas and perspectives to the table, driving the company forward in the competitive financial sector. Professional growth is facilitated through targeted training programs, leadership development opportunities, and active networking events that connect employees with industry leaders.

Cultivating a Diverse and Inclusive Culture

Definity Financial is committed to fostering a diverse and inclusive culture where all team members feel valued and respected. The company believes that diversity fuels innovation and enhances the team's ability to address client needs effectively. Through comprehensive diversity training and inclusive hiring practices, Definity Financial ensures that all employees have the opportunity to succeed.

Internship Programs and Entry-Level Positions

For those starting their careers, Definity Financial offers robust internship and entry-level positions that provide hands-on experience in the financial sector. Interns at Definity Financial gain invaluable insights into the industry, working alongside seasoned professionals and participating in projects that have real-world impact.

Benefits and Employee Well-being

Employees at Definity Financial enjoy a range of benefits designed to support their health, well-being, and financial security. The company's benefits package includes health insurance, retirement plans, and flexible working arrangements, ensuring that employees can balance professional and personal commitments effectively.

Join the Definity Financial Team

Definity Financial is hiring! Explore open positions that match your skills and interests. The company is looking for passionate, curious, and solution-driven team players. Whether you are refining your resume, preparing for an interview, or seeking to advance your career, Definity Financial offers a supportive environment where your ambitions can take flight.

Stay Connected with Definity Financial Careers

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Embark on a journey with Definity Financial, where employment is not just about a job but about building a career with a company that values innovation, leadership, and diversity.
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Industry
Finance & Insurance
* Ladders Estimates

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