Process Improvement Specialist- Claims

Company: CGIC
Department: Claims
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: English is required, French is an asset.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Claims team aspires to create peace of mind for our clients and our communities. Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.

The Process Improvement Specialist will work with business partners to better understand opportunities for process improvement and business transformation by discovering, validating, documenting and communicating business process-related knowledge through modeling, simulating, measuring and analyzing current and future states. They are responsible to recommend efficient, effective solutions to meet business and project objectives with a focus on continuous process improvement. The specialist will consult with internal departments, to lead cross-departmental workshops and to document impacts of change as a result of new implementations and initiatives. The Process Improvement Specialist will lead business partners in the adoption of process improvement methodologies. The focus of delivery will align with the organization’s strategic focus areas and goals to reduce expenses to facilitate growth and competitiveness.

How you will create impact:

• Facilitate workshops with internal clients (Client Service Solutions- Property and Casualty, Underwriting Operations, Advisors and Advisor staff) and guide them in the development of new or revised workflows/processes using established process improvement methodologies. Build objectives in partnership with internal clients and assist them in determining appropriate participants. Solicit participant input and provide recommendations. Create and participate in the delivery of the new or revised workflows/processes based on the objectives of the initiative.
• Work with business partners as needed to develop implement plans for solutions and recommendations, communicate impact analysis and/or change management that needs to take place.
• Responsible for job shadowing, time studies and work load model creation.
• Responsible for creation of current and future state process maps. Identification of waste and recommendations for improvements and upkeep of process maps in centralized repository.
• Prioritize, identify, and document requirements for future projects involving process change requests including leading and determining objectives of the initiative and workflows/processes to be included in the scope and maintaining the prioritization mechanism for workflow/processes to be reviewed.
• Define and manage workflow/process deliverables work on a project, including working with or in collaboration with other analysts and subject matter experts on the project.
• Support other analysts, business partners and subject matter experts in the use of process improvement methodology.
• Work with the business to determine whether workflow/process refinements need to be reviewed to uncover new opportunities in order to foster the culture of continuous improvement. Actively measure the effectiveness of new/revised workflow/processes through feedback.
• Work with the business to determine whether workflow/process refinements need to be reviewed to uncover new opportunities in order to foster the culture of continuous improvement. Actively measure the effectiveness of new/revised workflow/processes through feedback.
• Identify and investigate problems or improvements in systems, workflow/processes identified during facilitated sessions to determine appropriate action and escalate accordingly.

To join our team:

• Minimum five (5) years related work experience, including demonstrated experience in workflow/process design and development and knowledge of core business functions and associated systems.
• Process Improvement/LEAN/Six Sigma certification will be considered as an asset
• College diploma or equivalent education and experience.
• Actively working towards Chartered Insurance Professional (CIP) designation will be considered an asset
• Knowledge of process improvement methodology ( Service Blueprinting, Lean), applications, standards, trends and best practices and demonstrated successful involvement in process improvement initiatives. Knowledge and experience with change management techniques and approaches and familiarity with project management best practices.
• This position primarily works with majority non-francophone groups, and teams located outside of Québec, and requires proficiency in English. The essential non-French duties are not assignable to adjacent or other team members.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (, health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Salary information:

Expected Salary range : CAD $60, to $100, CAD

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.