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Director, Operational Excellence & InnovationJoin to apply for the Director, Operational Excellence & Innovation role at LGM Financial ServicesDirector, Operational Excellence & Innovation22 hours ago Be among the first 25 applicantsJoin to apply for the Director, Operational Excellence & Innovation role at LGM Financial ServicesLGM Financial Services provided pay rangeThis range is provided by LGM Financial Services. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.Base pay rangeCA$120,000.00 / yr - CA$140,000.00 / yrDirector, Operational Excellence & InnovationAbout LGMLGM is a national leader in providing warranty, finance, and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products to Canadian dealerships. Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include BMW / MINI, Kia, Mazda, Volvo, Jaguar, Land Rover, Range Rover, Mitsubishi Motors, Polestar and Motorrad .About the RoleAre you a strategic leader with a passion for performance excellence and innovation? Were looking for a Director, Operational Excellence & Innovation to join our dynamic Customer Experience team to create the vision of claims management.In this pivotal role, youll drive the transformation of automotive claims operations through automation, AI, and workforce optimization. With a strong background in business analysis, claims management and workforce forecasting, you'll lead our Claims Automation, Workforce Management and Quality Assurance team in mission-critical strategies to improve service levels, reduce losses, and shape the future of our claims management model.What Youll DoStrategic Leadership & Claims OptimizationDrive claims loss mitigation strategies through data-led performance analysis and business rule enhancements.Lead the development of automation frameworks and AI-driven tools for smarter claims adjudication.Collaborate with the Technology team to align product innovations with operational priorities.Identify cost-saving opportunities while enhancing customer experience.Workforce Planning & Quality AssuranceOversee workforce management, forecasting, and quality assurance for our contact center operations.Oversee the development of forecasting and capacity planning models (short, mid, and long-range), ensuring 5% accuracy.Develop and manage performance scorecards for dealerships and internal adjusters.Develop predictive analytics and system-integrated quality assurance rules to assist with claims file reviews and loss mitigationTeam Leadership & EngagementLead, coach, and develop a high-performing team of Workforce Analysts and Quality Assurance professionals.Foster a culture of accountability, innovation, and continuous improvement.Champion employee engagement initiatives and LGMs community outreach, including four paid volunteer days annually.What You Bring5+ years of experience with business rules, automation, and AI machine learning applications (preferably in claims management)5+ years of leadership experience in a people management role.5+ years proven track record in workforce management and forecasting (preferably within a contact center environment).Prior experience in insurance and / or financial services industry (claims operations would be an asset).Strong experience in quality monitoring, audits, and service excellence.Data-driven decision-making skills and sharp analytical thinking.Inspirational leadership style with excellent facilitation and communication skills.What We OfferHybrid work model based in Montreal or VancouverCompetitive compensation : $120,000 140,000 + annual bonusComprehensive benefits package, including health, RRSP, paid volunteer time and your birthday offVehicle rebate program (up to $400 / month)Ongoing education sponsorship and career development opportunitiesA purpose-driven culture committed to innovation and social impactReady to Shape the Future of Customer Experience?Apply now at lgm.ca / careersLets redefine excellence together.Seniority levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionManagement, Strategy / Planning, and Customer ServiceAutomotive, Insurance, and Financial ServicesReferrals increase your chances of interviewing at LGM Financial Services by 2xSign in to set job alerts for Director Operational Excellence roles.Director, Operational Excellence & InnovationVP, Director of Operations, Central & Western Canada, WaterDirector of Operations, Central Pharmacy Services- BurnabyDirector of Operations, Central Pharmacy Services- BurnabyGlobal Director of Manufacturing EngineeringDirector, Building Operations - Facilities ManagementDirector, Regional Home and Community Care ServicesSurrey, British Columbia, Canada 1 month agoDirector, Platform Operations (Portfolio & M&A)Director, Residential Operations (British Columbia)Director, Residential Property Operations Western CanadaNew Westminster, British Columbia, Canada CA$106,000.00-CA$133,000.00 3 days agoManager, Business Partnership, North America OperationsManager, Raw Materials Sourcing - CircularityDirector, Compliance Operations & Privacy OfficerWere unlocking community knowledge in a new way. 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