Senior Manager, Process Owner, Client Services

Job Description

Job Description What is the opportunity? As a leader in the new Operational Excellence team in Insurance, you will oversee and manage all business processes related to Client Services Operations, ensuring efficiency, quality, and continuous improvement. You will collaborate with various key partners within the Client Services teams and across Insurance with the goal of achieving Operational Excellence. As someone with a strong bias for action, you will leverage your keen attention to detail, communication, problem solving to continuously improve both client and employee experience, increase efficiency, and reduce waste. What will you do? • Proactively drive the continuous improvement of processes to meet efficiency targets in the pursuit of Operational Excellence • Identify existing process gaps, analyze to determine business benefits, and create/execute on a roadmap of opportunities to drive process efficiencies and improve both client and employee experience • Maintain a deep and current understanding of the Client Services Operations area’s baseline performance against established metrics and collaborate with operations leaders to achieve performance goals • Lead the creation and maintenance of detailed process documentation and have decision-making authority over implementation of all process changes Client Services Operations • Provide oversight and direction on process and productivity impacts and considerations to strategic partners regarding the delivery and implementation of new initiatives for Client Services Operations. • Develop strong collaboration routines with key cross-functional partners (ie. Operations leaders, Digital & Data team, Supplier Management, Technology) to maintain alignment on short and long-term goals and ensure success in Achieving Operational Excellence • Maximize efficiency and productivity through transformational thinking and drive to impact, creating an atmosphere of high performance where work is prioritized for greatest impact What will you need to succeed? Must-have • Post-secondary education • Minimum 7 to 10 years of experience as a leader in operations / operational support, process design/management or strategic business implementation • A growth mindset, bias for action and focus on continuous improvement and efficiency • Proven track record of leading and driving change through problem solving, impact and influence • Excellent communication skills and keen attention to detail Nice-to-have • Lean Six Sigma Training and Certification (Green Belt or Black Belt preferred) • Experience working in client-facing operations • Experience working with technology/systems used in Operations What's in it for you? • A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans • Competitive pay and high-earning potential • All the tools, training, and team support you need to grow your career • Flexible work/life balance option

Required Skills