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Process Excellence Specialist
2 months ago
As a key member of our team, the Service Excellence Specialist plays a vital role in driving business growth and improvement through the development of standard procedures, process optimization, and associated training. This role requires a process expert who can identify, recommend, and implement procedure documentation and process optimization to ensure consistent member/broker experience, processing efficiency, quality of documentation, and change adoption within operational teams.
Key Responsibilities- Develop and implement procedure and process documentation and optimization, leading the design, development, and implementation of processes and procedures to optimize efficiencies, member and broker experience, and conform to regulatory requirements.
- Engage and collaborate with business and enabling teams to identify areas of opportunity for process optimization, including benefits identification and realization and business case development.
- Provide training, guidance, and mentoring to operations teams, as well as training and subject matter expertise to support new or optimized procedure or process implementation.
- Conduct and track quality audits, ensuring ongoing adherence to standard procedures and processes through conducting quality reviews and providing regular reporting on review outcomes, trends, and recommendations for improvement.
- Minimum 5 years of process analysis experience.
- Completion of post-secondary degree/certificate or equivalent experience 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, with the ability to conduct detailed analysis of information to recommend and implement fit-for-purpose solutions that address root cause in a timely manner.
- Experience in business case development and benefits realization tracking.
- Strong leadership skills to positively influence, coach, and negotiate with stakeholders.
- Excellent technical writing skills.
- Excellent collaboration, communication, negotiation, and presentation skills, with the ability to communicate at the right level for the intended audience.
- Strong planning and organizing skills, with the ability to multitask and prioritize effectively.
- Proficient with Microsoft Office Suite, SharePoint, and VISIO.
- Excellent attention to detail skills to develop relevant information and produce quality deliverables.
- Proven ability to work collaboratively in a team environment.
Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all.
