Director, Operational Excellence & Innovation

LGM Financial Services; Vancouver; Hybrid; CAD 109,000 - 116,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Operational Excellence & Innovation to join their Customer Experience team. This pivotal role involves leading strategies in automotive claims management, focusing on AI and automation to enhance operational efficiency. The ideal candidate will drive impactful projects and collaborate cross-functionally to develop innovative tools and systems. With a competitive compensation package and a hybrid working environment, this is an exciting opportunity to make a significant impact in a fast-paced setting. If you're passionate about leading change and driving performance excellence, we want to hear from you!

Benefits

Comprehensive health benefits plan

Group RRSP

Corporate Variable Pay Bonus program

Education sponsorship

Four paid days for Giving Back efforts

Vehicle rebate program of up to $400 per month

Qualifications

• 3+ years of experience in business rules and machine learning.
• Strong data analysis and organizational skills required.

Responsibilities

• Oversee strategies to mitigate claims losses and optimize automation processes.
• Lead and mentor a high-performing team to ensure success.

Skills

Business rules

Machine learning

Workforce management forecasting

Data analysis

Attention to detail

Meeting facilitation

Presentation skills

Job description

Location: Montreal or Vancouver (Hybrid)

Company: LGM Financial Services

About LGM

LGM is a national leader in providing warranty, finance, and insurance services to the Canadian automotive industry. Since 1998, we have successfully supplied quality products and leading training solutions to Canadian franchised new car dealerships. Our dealer partnerships are backed by major automotive manufacturing brands, including:

• BMW/MINI
• Kia
• Mazda
• Volvo
• Mitsubishi Motors
• Jaguar/Land Rover/Range Rover
• Polestar
• Motorrad

At LGM, we develop solutions that benefit all stakeholders, including consumers, dealers, OEMs/manufacturers, and underwriters.

About You

Are you a strong leader with a passion for driving performance excellence and innovation? Join our dynamic Customer Experience team as the Director, Operational Excellence & Innovation.

In this key role, you will shape and elevate workforce and performance initiatives across critical areas of automotive claims management—leading AI and claims rule automation strategies to drive operational excellence.

As The Director, You Will

• Oversee key strategies to mitigate claims losses
• Optimize automation processes and workforce planning
• Improve operational efficiencies through data-driven solutions
• Collaborate cross-functionally to develop new tools and systems
• Lead impactful projects that influence the future of our business

If you’re ready to lead a talented team, drive change, and make a lasting impact in an exciting, fast-paced environment, we want to hear from you!

What You Will Do

Strategic Leadership & Claims Performance

• Lead loss mitigation review meetings, ensuring adherence to claims adjudication procedures.
• Recommend enhancements to claims business rules and machine learning models to reduce losses.
• Oversee autonomy frameworks to enhance claims adjudication and cost control.
• Serve as the primary liaison with the Technology team to align solutions with strategic goals.

Workforce Planning & Quality Assurance

• Oversee all quality assurance, audit, workforce management, and planning functions.
• Develop and execute forecasting methodologies to improve service level performance.
• Support real-time workforce management (WFM) for LGM's contact center queues.
• Produce short, mid, and long-range forecasting plans while maintaining a forecast accuracy of ±5%.
• Develop and maintain dealership and internal Adjuster scorecards, influencing policies to mitigate claims losses.

Team Leadership & Employee Engagement

• Lead, develop, and mentor a high-performing team, ensuring individual and collective success.
• Facilitate monthly one-on-one coaching sessions with Workforce Analysts and Quality Assurance Representatives.
• Collaborate with the management team to build strong employee engagement across the department.
• Support LGM’s community efforts by participating in four fully paid volunteer days per year.

What You Bring

• 3+ years’ experience in business rules and machine learning
• Experience in workforce management forecasting (preferably in a mid-large contact center)
• Quality audit and monitoring experience in a contact center environment
• Strong data analysis and organizational skills
• Excellent attention to detail and ability to motivate a team
• Strong meeting facilitation and presentation skills

What We Offer

LGM provides a hybrid working environment and a competitive compensation package, including:

• Comprehensive health benefits plan
• Group RRSP
• Corporate Variable Pay Bonus program
• Education sponsorship
• Four paid days for Giving Back efforts
• Vehicle rebate program of up to $400 per month

Join Us!

Compensation: $109,000 -116,000 per year plus bonus

To learn more, visit: lgm.ca

How To Apply

Apply online at lgm.ca/careers Shape the future of customer experience—apply now!

Required Skills

Required Experience