Process Guideline Specialist

7 months ago

Regina, Canada Canada Life Assurance Company Full time

**Job Description**:
Are you passionate about improving the customer experience by turning data into actionable insight? Are you comfortable with change and evolving technology? If so, this may be the role for you

The Process Guideline Specialist will work closely with management and other business areas to effectively determine needs, identify gaps, analyze and implement process and technology solutions, and monitor the results/impacts and share relevant information packaged in a customer friendly manner. In addition to the process and techology solutions focus of this role, the Specialist will also play a key part in implementation of other products/processes across Shared Services as described below.

Success in this role is judged by the availability of clear, actionable information shared by the incumbent to relevant stakeholders. The expectation is that this role will drive our ongoing opportunity identification/information sharing capabilities with the goal of continually improving efficiencies and customer experience. While some technical ability/knowledge is important, the analytics software will present data in such a way that business knowledge and analytical ability are the key areas of focus for this role (see qualification and competencies section below for more details).

**What you will do**:
Oversight of Shared Services Analytics strategy. Responsibilities include:

- Conduct needs analysis of various stakeholders to determine opportunities
- Design of an overall approach/strategy to align and present a large volume of data presented in a way that’s relevant and actionable for the stakeholders.
- Identify trends through KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience and provide efficiencies to the business.
- Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
- Deliver actionable insights and recommendations to various stakeholders, packaged in a manner that is easily understood by the audience.
- Observe and monitor implemented solutions.
- Deliver accurate and thorough analysis.
- Use interaction data to deliver actionable insights that drive quantifiable improvements to customer experience and CRS performance.

Process guideline analysis, design, implementation and monitoring.

The Process Guideline Specialist receives inquiries and requests from a variety of internal contacts. The Specialist is responsible for:

- Consulting with affected work groups to discuss possible options. If the proposed guideline represents a strategic shift, the Specialist will review with their leader to obtain input.
- Reviewing all existing process and technology guidelines to determine possible conflicts. If conflicts exist, work with applicable work group to resolve potential issues and inform leader.
- Review any communication to staff to inform them of the new (or updated) guideline. Communication should be clear, use plain language and should be succinct and relevant to the audience.
- Post implementation, monitor the success of new/revised guidelines by obtaining feedback, monitoring various reports, etc. The Specialist is expected to keep their leader up to date on progress.

Implementation of new products/revisions to existing products.

Great-West Life introduces new products and revisions to existing products (e.g. adjudication changes) on a regular basis. In addition, legislative changes at a federal or provincial level can have impacts on our business. The Specialist is expected to:

- Perform research prior to kick off meetings that details processes (if applicable), initial thoughts and recommendations about the new product/service (or revisions), etc.
- Attend all associated meetings that involve a variety of contacts in several departments. The Specialist represents the Benefit Payment Office in these meetings and is expected to present a collaborative, professional demeanor in all interactions.
- Effectively coordinate information gathering, updates, meetings, etc. between several different business areas to ensure we are aware of all relevant information in a timely manner.
- Meet with their leader to review any changes to overall service strategy or other impacts, such as anticipated claims volumes, suggested service model, etc. The Specialist is expected to come prepared with a proposal outlining these impacts and with suggested actions/models.
- Work with the centralized training team to prepare any required training material and block off any anticipated training time/resources.
- Closely monitor implementation of new/revised product by requesting and reviewing reports, obtaining feedback, etc. Necessary adjustments should be made and communicated in a timely manner. On major projects the Specialist is expected to produce regular updates to various groups to keep them informed of successes/challenges.

**What you will bring**:

- Excellent record of reliability.
- E

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