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Service Excellence Specialist

2 months ago

Toronto, Ontario, Canada Wawanesa Insurance Full time

Job Overview

The Service Excellence Specialist plays a pivotal role in driving business growth and operational efficiency at Wawanesa Insurance. This individual will support the company's strategic objectives by developing and implementing standard procedures, optimizing processes, and ensuring quality documentation.

Key Responsibilities

  • Process Development and Optimization
    • Design, develop, and implement processes and procedures to enhance operational efficiency and member/broker experience.
    • Collaborate with business and enabling teams to identify areas for process improvement and develop business cases for change.
  • Training and Development
    • Provide training and guidance to operations teams on new or optimized procedures and processes.
    • Develop and deliver training programs to support process change and ensure employee understanding and commitment.
  • Quality Assurance
    • Conduct quality audits to ensure adherence to standard procedures and processes.
    • Provide regular reporting on review outcomes, trends, and recommendations for improvement.
  • Special Projects and Assignments
    • Participate in special projects and assignments to optimize business activities and improve operational efficiency.
    • Conduct research and analysis to identify industry and competitive market trends and develop recommendations for process improvement.

Qualifications

  • Minimum 5 years of process analysis experience.
  • Completion of a post-secondary degree or certificate in Business Analysis or Lean Six Sigma.
  • Experience in individual or group insurance is an asset.
  • Advanced understanding of business functions, workflows, and processes.
  • Superior analytical and critical thinking skills.
  • Strong leadership skills and excellent communication, collaboration, and negotiation skills.
  • Proficient in Microsoft Office Suite, SharePoint, and VISIO.