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Director, Operational Excellence & Innovation Join to apply for the Director, Operational Excellence & Innovation role at LGM Financial Services Director, Operational Excellence & Innovation 22 hours ago Be among the first 25 applicants Join to apply for the Director, Operational Excellence & Innovation role at LGM Financial Services LGM Financial Services provided pay range This 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 range CA$120,000.00 / yr - CA$140,000.00 / yr Director, Operational Excellence & Innovation About LGM LGM 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 Role Are 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 Do Strategic Leadership & Claims Optimization Drive 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 Assurance Oversee 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 mitigation Team Leadership & Engagement Lead, 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 Bring 5+ 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 Offer Hybrid work model based in Montreal or Vancouver Competitive compensation : $120,000 140,000 + annual bonus Comprehensive benefits package, including health, RRSP, paid volunteer time and your birthday off Vehicle rebate program (up to $400 / month) Ongoing education sponsorship and career development opportunities A purpose-driven culture committed to innovation and social impact Ready to Shape the Future of Customer Experience? Apply now at lgm.ca / careers Lets redefine excellence together. Seniority level Seniority level Director Employment type Employment type Full-time Job function Job function Management, Strategy / Planning, and Customer Service Automotive, Insurance, and Financial Services Referrals increase your chances of interviewing at LGM Financial Services by 2x Sign in to set job alerts for Director Operational Excellence roles. 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