Director, Operational Policy, Process & Analytics

Overview

As a Director, Operational Policy, Process & Analytics, you will lead a team responsible for operational excellence through the utilization of metrics as a tool to action improvement, working across directorates to define key performance indicators (KPIs), and proactively developing and implementing strategies to enhance the customer and employee experience. The Director is an expert in policy interpretation, operational performance and will participate in or lead strategic planning in collaboration with applicable stakeholders.

You are responsible for providing strategic guidance to senior leadership and the Executive Committee, using data to demonstrate operational and claims trends, identify root causes and effectively using this information to address issues and optimize operational performance. The Director provides oversight for enterprise level claims forecasting and severity analysis, working with the Actuarial, Investment & Underwriting (AI&U) leadership team to ensure a consistent and accurate depiction of physical damage claims historical data and reporting on changes that impact forecasting.

You will oversee policy and procedure documentation and standardization throughout the Claims and Operations divisions. You will oversee quality controls and audits for consistency, best practice that promote continuous process improvements in Claims & Operations.

Responsibilities

• Builds strategic partnerships with key stakeholders and maintains relationships with external, related businesses, government agencies and industry contacts.
• Combines strategy development and business operations to lead, manage and / or participate in strategy execution and cross-group coordination across the organization and to identify opportunities to improve performance, efficiency and reduce risk exposure.
• Leads high-priority strategic initiatives to develop key business strategies and business cases for executive / board level decisions, monitors the team implementation and evaluates benefits after the project’s completion.
• Oversees and directs the development and maintenance of standardized reporting tools and analytical frameworks that empower business users to successfully manage their operations.
• Champions and leverages Customer Experience insights and analytics to understand customers’ experience, with a focus on problem-solving and developing new opportunities.
• Responsible for ensuring analytics and data driven decision-making are used to enhance processes and practices and identify areas for improvement.
• Partners with the Actuarial, Investments & Underwriting (AI&U) division to review claims severity, supporting forecasting with business insights, operational changes and sharing claims repair and total loss data.
• Ensures the accurate and expeditious delivery of claims analytics to support the division and partner management.
• Liaises with Fair Practices & Customer Relations, Claims division and SCD regarding emerging trends in customer or business concerns about policies, services, or products and makes recommendations to address them.
• Oversees the review and establishment of claim policies, procedures, and standards to ensure alignment with the corporate vision and legislation for all physical damage claim handling and resolution.
• Oversees the development and implementation of a quality assurance and auditing framework for claims adjusting and Service Centre front counter transactions.
• Monitors and ensures strategically identified transformation projects from inception, delivery to closure, supporting across the lifecycle of project delivery and benefits realization.
• Actively investigates and promotes continuous improvement initiatives to reduce costs and improve efficiencies.
• Responsible for all activities of a director, including management of a significant operating budget, participation in strategic planning, long term human resource planning, budgeting for special projects, and improvement initiatives.
• Responsible for hiring, performance management, and workforce planning, and staff development planning, including a focus on succession planning.
• Creates a performance culture providing the support and tools to ensure team success.
• Fosters the use of leading-edge business research and analysis for the development of policies and initiatives.

Qualifications

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