Operational Excellence Business Advisor

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

As an Operational Excellence Business Advisor within our Claims Optimization team, you will help drive efficient processes to deliver unmatched customer service. Your continuous improvement mindset will be critical, as you will act as a national representative for the Claims function. Highly autonomous and exceptionally rigorous, you strive for process excellence.

• →Reimagine outcome-focused processes, clarify decision points, and lead portfolio-level performance.
• →Connect and de-risk: Link initiatives with strong business acumen to identify risks and drive coherent execution
• →Lead or contribute to process improvement initiatives from ideation through implementation, control of solutions, and continuous iteration.
• →Optimize claims management models and ways of working to enhance operational efficiency and service quality
• →Design adaptive, AI-enabled operating models that leverage the strengths of people, data, and automation and continuously learn and improve.
• →Build relationships and collaborate with teams and subject-matter experts to assess the current state and define the future state, leveraging a common methodological framework.
• →Collect, extract, and structure data; perform statistical analyses (basic to advanced) and cost-benefit analyses; compile and synthesize results.
• →Propose creative business solutions and develop actionable recommendations; simplify and communicate complex concepts, both verbally and in writing, to stakeholders ranging from front-line teams to senior executives.
• →Develop documentation and assets (tools, templates, analyses) to support recommendations and implementation.
• →Promote a continuous improvement culture within the organization.
• →Design and facilitate strategic visioning and planning sessions to reimagine claims processes, integrating relevant AI capabilities to improve operational performance and enhance customer and employee experiences.
• →Experiment with emerging AI capabilities, evaluate value and risk, and translate successful use cases into responsible, scalable ways of working.

• 3 – 5 years previous experience as an advisor, analyst or similar role
• Applied experience with process improvement/ operational excellence/ continuous improvement, with the ability to evolve traditional methods for AI enabled ways of working.
• Experience in journey transformation, service design, and process mapping (customer journeys, value streams, and service blueprints), with a demonstrated ability to translate improvement opportunities into value-generating solutions and measurable business outcomes.
• Experience facilitating strategic workshops and co-design sessions that bring together business and technical partners to reimagine work, clarify decision points, and align on a practical future state.
• Proven analytical skills, strong attention to detail, intellectual curiosity
• Experience in the insurance sector an asset; experience in claims preferred.
• Lean Six Sigma certification (Green Belt or Black Belt) an asset.
• Ability to combine strategic thinking with rigorous delivery execution.
• Excellent communication skills (verbal and written), including presenting, with the ability to translate complex data and concepts for diverse stakeholders.
• Strong interpersonal skills: team player with a positive attitude, ability to build relationships, and to give and receive constructive feedback.
• Hands on experience in project management and change management; ability to solve problems and influence to overcome resistance to change
• Intermediate proficiency with Microsoft Office, data visualization, and generative AI tools (Power BI, Excel, Visio, PowerPoint, Lucidcharts, Figma, Copilot, etc.).
• Familiarity working in a product operating model an asset.
• Comfortable with ambiguity.
• Willingness to travel occasionally.
• No Canadian work experience required however must be eligible to work in Canada.

#LI-Hybrid

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.