Operations Performance Lead

Overview:
Reporting to the Director, Operational Performance, Data and Quality, the Operational Performance Lead’s primary responsibility will be to drive and develop an Operational Key Performance Indicator (KPI) framework and dashboards rooted in data to provide clear and concise measures to forecast our performance and determine KRI’s and operational gaps, and ensure customer experience goals are met. Working across multiple cross-functional teams, the Operational Lead will ensure the framework and mechanisms remain calibrated and accurate as an integral tool in managing the respective line of business in Operations.

**Responsibilities**:

- Support the strategic and operational plans and divisional roadmaps by lines of business, including monitoring and driving progression
- Support budgeting, forecasting, monitoring for division
- Support the development of the yearly analytic requirement road maps from a department level
- Collaborate with various business areas to establish and implement change management and governance processes identified through KPI measurement and monitoring
- Identify, create, and integrate tools and processes to keep the operational strategy implementation on track.
- Develop and maintain operational KPIs, dashboards and delivery standards, including monitoring for continuous improvement
- Measure and forecast performance
- Build, communicate and ensure accuracy and calibration of operational capacity analysis tools
- Identify operational gaps and provide recommendations rooted in data to close gaps
- Facilitate the development of recommendations and requirements to improve operational standards using descriptive, diagnostic, and prescriptive data and articulate rationale using data visualization tools easy for the business to defend.
- Identify and regularly analyze key operational metrics to develop enhancements and process improvements, including communicating trends to help the business seize opportunities to improve outcomes.
- Manage, track, and report on operational performance of KPI’s, pilot projects and implementations and take appropriate action to keep cross-functional teams aligned in order to achieve goals.
- Provide data vital to decision making, including supporting various negotiations
- Prepare various analysis, presentations, materials
- Coordinate divisional response for various corporate activities
- Maintain regular communication with internal stakeholders such as customer service areas and other customer-facing teams to identify gaps and opportunities (if any) in the brand experience.
- Identify and document opportunities for improvement, quickly evaluating potential solutions for feasibility, and implement key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequences.
- Lead regular meetings and workshops to Senior Directors, Management and Executive to present metric and measurement results as stated to published KPI’s
- Identify, prioritize, mitigate, and communicate operational risks to appropriate stakeholders, with the assistance of the Operations Analyst.
- Collaborate with stakeholders from various departments with operational dependencies (Customer Insights, Communications, IT) to drive improvements from data driven results.
- Facilitate any cross-functional workgroups, operations activities, and pilot projects to advance operational performance, align stakeholders, and promote the operational vision.
- Plan and engage internal and external stakeholders to gather input, share findings, or present on operational initiatives.
- Maintain KPI, KRI, or strategic planning documentation to ensure they are complete, current, and shared with and understood by appropriate stakeholders.
- Escalates issues with line of business owners in an expeditious manner to ensure correction can be made and the business can pivot as needed
- Promote a high performance operational standard culture across the organization.
- Provide direction to the Operations Compliance and Analytics team on requirements and deadlines.
- Drive operational continuous and incremental improvement through the use of data
- Guides lines of business with risk controls and KPIs
- Build and develop criteria for operational audits and compliance monitoring
- Supports the implementation and maintenance of a Quality Management system to support the Operations division
- Continually monitor analytics, customer feedback, industry leaders and disrupters, as well as best practices to practice insight-driven optimization and innovation.

Qualifications:

- University degree in Commerce, Business Administration, or related discipline
- Near completion (or completion) of an accounting designation (CPA)

OR
- University degree in Commerce, Business Administration, or related discipline
- Charted Insurance Profession (CIP) designation
- Seven years of experience in finance or analytics, including two years working within an