Process Design Lead

2 weeks ago

Toronto, Ontario, Canada Workplace Safety and Insurance Board Full time

Lead strategic process and data analysis of advanced concepts to recommend data-driven process redesigns focused on improving the customer experience, improving the employee experience, increasing quality and/or reducing cost.

Develop and manage lean practitioners to raise the overall organizational capability for process documentation and service improvement.

Major Responsibilities:

Lead the planning, approach and strategy to collect current state data, leading practices, technology assessments for complex, technical and cross-functional claims management process improvements by:

  • Identifying and establishing scope and parameters of process analysis in order to define objectives, impact, outcome criteria and measure-taking actions
  • Gathering quantitative and qualitative data through conducting focus groups, internal surveys, interviews, job shadows and time studies, etc. virtually and/or inperson.
  • Accountable for shaping short-term plans and long-term divisional strategies by recommending optimization opportunities aligned with the broader cluster and enterprise roadmap including outsourcing of existing or new services

This includes:

  • Analyzing findings including large and complex data sets and reports
  • Identifying and recommending datadriven approaches that are compliant to legislation and policy to solve complex and business critical problems.
  • Proposing and recommending process optimizations, efficiencies, solutions and redesigns to improve the customer experience, improve the employee experience, increase quality and/or reduce cost.
  • Analyzing and redesigning processes in partnership with CBIA, ITC, end users, etc.
Document, prototype and implement highly complex and detailed new procedures by:

  • Creating process models, specifications, diagrams, and charts to provide direction to system designers, business readiness, knowledge management, skills development, etc.
  • Liaising with various business groups in the organization to facilitate implementation of new or improved business processes.
  • Defining and recommending transparent and accurate metrics to monitor new processes to ensure they deliver the intended efficiencies
  • Develop and present complex reports on advanced concepts including assessments, analysis, findings and recommendations to Senior Management including assessing the audience to determine the optimal presentation approach and style.
  • Manage and develop staff. Drive a continuous improvement culture by training, coaching and mentoring staff on continuous improvement and documentation techniques and lean management practices and tools.
  • Establishing performance objectives, conducting performance reviews, and providing guidance and feedback
  • Providing technical expertise and direction to staff when required
  • Identifying and addressing blockers, inefficiencies and other issues to effective service delivery

Job Requirements:

1) Education requirements:

Minimum Level Required

  • Bachelor's Degree in social sciences, business administration, engineering, computer science, etc. or equivalent experience or qualifications

Preferred Level

  • Professional certification(s) related to process optimization such as Lean Analysis (Six Sigma or other), Project Management or Business Analysis

2) Experience:

Minimum Level Required

  • In depth knowledge of processes and technologies in claims management acquired through minimum 5 years frontline or management experience in the Operations and Service Excellence cluster

Preferred Level

  • 5 years experience leading operational process improvements or initiatives and managing and delivering projects

Our commitment to equity, diversity and inclusion
We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).

Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.


Disclosing conflicts of interest
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