Specialist, Business Process - Toronto, Canada - Definity Careers

Description

Reporting to the Manager, Process Improvement, this individual will help manage, organize and communicate processes within Commercial Insurance by conducting process analysis, consolidate findings, develop recommendations on business processes, procedures and tools, and partnering with colleagues in Systems and Technology to develop and maintain process automation to improve front-line performance and productivity. This role will also conduct research and derive insights from data to provide suggestions for business improvements to help the organization reach its strategic goals. The successful candidate will be experienced in analyzing processes to understand current state performance using tools, such as process mapping, customer value and cycle time analysis, while bringing a foundational knowledge of automation modernization using tools such as RPA. The Business Process Specialist will prepare process documentation through various means including observations and interviews. This role will apply continuous improvement tools and methodologies (e.g., lean, six sigma), working with stakeholders to identify and close gaps in current performance. The Business Process Specialist role requires strong analytical and critical thinking skills to effectively understand gaps and identify future state process design options to meet business requirements and enhance the customer experience. This position requires an individual with strong communication, time management, organizational, and facilitation skills, and the ability to work collaboratively with various stakeholders at all levels.

What to expect from this role?

• Work with forward looking technologies such as Artificial Intelligence, machine learning, and robotic process automation (RPA)
• Complete current state mapping and analysis to understand baseline performance and business requirements
• Perform Gemba walks (i.e. conduct interviews), research and observe front-line operations to understand current end-to-end processes.
• Create process maps and other workflow documentation as required.
• Document, report and visualize current process performance through KPIs and customer experience data.
• Apply various continuous improvement tools and techniques to identify process variations and conduct root cause analysis to understand the gaps between current and required performance (e.g., value stream analysis, waste identification, root cause analysis), and apply those principles to streamline and/or standardize work nationally.
• Collaborate with stakeholders to understand and validate current performance issues.
• Share findings and recommendations with business leaders leveraging reports.
• Provide recommendations of potential solutions and processes to their leader to meet or exceed business requirements and objectives.
• Collaborate with leaders to ensure future state process designs embody continuous improvement principles and meet business requirements and embodies
• Work with business partners to implement of new designs.
• Develop and update process documentation, such as future state maps, workflow validation, SOPs, etc.
• Monitor and support compliance to new process designs
• Inform and provide support with change management initiatives, embedding continuous improvement mindset in communications.
• Act as a focal point for processes, tools and best practices related to process analysis and continuous improvement.
• Provide support and training, if needed, with process mapping and analysis to team members within Commercial Insurance.

What you bring to this role?

• University degree and 7+ years of relevant experience with increasing responsibilities. Relevant P&C insurance industry experience is an asset.
• Training, knowledge, and/or hands-on experience using one or more of the following tools and systems is required: Lean, Six Sigma, Agile, Design Thinking
• Highly proficient with MS Suite applications, such as Excel, Visio, and other similar analysis and mapping tools.
• Excellent analytical and critical thinking skills, including the ability to analyze data, draw insights, understand the 'so what', and communicate key findings through presentations and reports.
• Creative, innovative thinker who sees beyond how things are done today to imagine a better way, and thinks about the big picture, long term direction.
• Superior facilitation and coaching skills to create an environment that is highly collaborative with strong buy-in and knowledge sharing.
• Effective written and verbal communication skills including the ability to present data and information tailored to each audience with the ability to influence and achieve support for change.
• Strong relationship building skills that encompass high integrity, self-awareness, empathy, professionalism, and openness.
• Preference will be given to candidates with experience working with the Google Document AI platform and RPA tools (eg. UiPath)

Posting Range is $66,300 - $122,100