Manager, Operational Optimization

Definity; Mississauga; Hybrid; CAD 88,000 - 138,000; Full time

Benefits offered by this job

Hybrid work schedule

Company share ownership program

Pension and RRSP

Volunteer days

Tuition assistance

Diversity and inclusion programs

Wellness programs

Product/service discounts

Job summary

Definity is seeking a Manager, Operational Excellence and Centre Performance to lead continuous improvement across NBS and DCC contact centre operations. You will steward centralized reporting, drive an Operational Productivity Strategy, and Champion Lean initiatives to enhance quality and efficiency.

The role requires stakeholder-facing leadership, data-driven decision-making, and a track record of delivering measurable benefits.

Qualifications

• Bachelor's degree in business, operations management, or a related field.
• 7–10 years in process improvement, management consulting, or project management.
• Minimum 5 years in leadership roles.
• Experience presenting to executives and stakeholders.
• Lean Six Sigma certification desirable (Green Belt).
• Coordinate across business units while driving shared priorities.
• Strong knowledge of Lean, Six Sigma, and TQM.

Responsibilities

• Develop and execute an Operational Productivity Strategy and Continuous Improvement roadmap.
• Apply Lean methodologies to optimize contact centre processes and service quality.
• Lead automation initiatives to reduce manual effort and boost efficiency.
• Foster a culture of continuous improvement across teams.
• Collaborate with cross-functional partners to drive transformation.
• Track progress, manage risks, and report status with Enterprise Project teams.
• Identify cost-saving opportunities through operational analysis.
• Provide data-driven recommendations to optimize cost and service levels.
• Define and monitor KPIs to measure program success.

Skills

Leadership

Executive comms

Project management

Lean Six Sigma knowledge

Cross-functional

Education

Bachelor's degree in business/operations

Lean Six Sigma Green Belt (certified)

Job description

The Opportunity

The Manager, Operational Excellence and Centre Performance is responsible for leading and championing a culture of continuous improvement and operational excellence. They will play a pivotal part in driving efficiency, effectiveness, and quality across all facets of the NBS and DCC contact centre operations. As part of their mandate, they will lead continuous improvement and ensure delivery and benefit realization can effectively fulfill strategies and goals that meet customer/broker expectations and needs.

Job Description

The Manager will act as a steward for centralized reporting and uses a suite of centralized reporting to evaluate performance results against key business goals and objectives as well as lead communicating operational results and plans at Leadership meetings.

What To Expect

• Develop and execute an Operational Productivity Strategy and Continuous Improvement roadmap aligned to NBS and DCC priorities.
• Apply Lean methodologies to optimize contact centre processes and improve service quality and efficiency.
• Lead process automation initiatives to reduce manual effort and enhance operational effectiveness.
• Foster a culture of continuous improvement by educating teams and identifying process inefficiencies.
• Partner cross-functionally to drive transformation initiatives that balance customer experience with operational efficiency.
• Support contact centre system enhancements to improve performance and user experience.
• Track project progress, manage risks, and provide status updates in partnership with Enterprise Project teams.
• Identify cost-saving and efficiency opportunities through operational analysis and process improvements.
• Provide data-driven recommendations to optimize cost, service levels, and customer/broker satisfaction.
• Define and monitor KPIs to measure operational effectiveness and program success.
• Ensure successful program delivery, benefit realization, and long-term sustainment.
• Collaborate with project teams, sponsors, senior leaders, and process improvement teams to drive successful outcomes.

What You Bring

• Bachelor's degree in business, operations management, or a related field
• 7-10 years of experience in process improvement, management consulting, and/or project management experience with leading companies
• Proven experience in operational excellence, process improvement, or related roles, with a minimum of 5 years in leadership positions
• Project management experience to drive projects, focused improvements and define future state
• Skilled at developing and delivering executive-level presentations and communications
• Lean Six Sigma certification is desirable (at minimum, green belt certified)
• Ability to coordinate with and work across business units while driving shared services priorities and goals
• Strong knowledge of operational excellence methodologies, such as Lean, Six Sigma, and Total Quality Management.

Salary Range: $88,000-$138,000

About Us

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Inclusion and Diversity

Interested in this role, but don’t meet every requirement? We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just "nice to have" — they’re essential to our success.

What’s in it for you

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [e-mail].

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

About The Team

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.