Manager Process Excellence & Customer Experience

At Gore Mutual weve always set ourselves apart as a modern mutual that does good. Now were proudly building on that legacy to transform our companyand our industryfor the better.

Effective January 1 2026 Gore has joined Benevathe countrys largest mutual insurance companyas part of its Property & Casualty operations in Ontario and Western Canada. During 2026 Gore will combine its operations with Unica Insurance Benevas Ontario-based subsidiary specializing in niche commercial and personal insurance creating a stronger more diversified mutual insurer with greater scale and long-term stability.

Every decision and investment remains anchored in long-term benefits to customers members and communities. Come join us.

The Manager Process Excellence & Customer Experience leads the process design team in a matrix structure with the goal of designing implementing monitoring & streamliningprocessesacross would applycritical thinking to bring the voice of the broker and customer to process design and issue remediation while safeguarding operational effectiveness and employee experience. Become a conduitand enabler between all stakeholders todriveoperationalefficiency.

This role will help toestablisha ProcessdesignCentre ofexcellencewhich will assess design deploy and manage all core business operations processes to maximize efficiency while allowing large volumes of work to be delivered.

Werelooking foratrustedbusiness partner whomastersthe art of building and nurturing strong relationships with key stakeholders such as business leaders vendors brokers and with various stakeholders to drive and enable businessefficienciesand growth. They must also partner with senior leaders including the Executive Committee and an array of internal partners tooptimizeprocesses and operations for scale growth and efficiency.

Whatyoulldo:

Define design andoptimizeprocesses across the national contactcentre:

• Lead the design documentation and continuous improvement of end-to-end processes procedures and workflows to enhance efficiency and customer experience
• Identifygaps root causes and opportunities to improve processing times and operational performance
• Partner with business and technology leaders to deliver best-in-class customer-centric and digital-first experiences
• Establish and monitor KPIs dashboards and reporting to drive proactive and data-informed improvements
• Champion a culture of customer experience and continuous improvement sharing insights success stories and best practices
• Conduct research stakeholder interviews and impact assessments to inform process enhancements and innovation
• Maintain process documentation governance and support materials while coaching and influencing stakeholders

Facilitate sessions map analyzeimplementand update processes to support companyobjectives:

• Facilitate workshops and reviews to analyze current processesidentifygaps and implement sustainable improvements
• Design scalable digital-enabled processes that improve customer experience and reduce operational friction
• Collaborate cross-functionally (Operations Claims Finance L&D etc.) to ensure alignment and effective implementation
• Support training communication and adoption of process enhancements across teams
• Monitor live operations to ensure complianceidentifybarriers and drive continuous improvement opportunities
• Maintain operational tools documentation and platforms (e.g. SharePoint) to support process execution

Build and implement a continuous improvement approach for business processes including process repository management:

• Manage and govern a centralized process repository ensuring standardization and best practices across the organization
• Define metrics benchmarks and reporting to measure effectiveness and support continuous improvement initiatives
• Gather and prioritize business requirements assessing cross-functional impacts and dependencies
• Drive process improvements that enhance customer satisfaction and reduce employee and broker friction points
• Partner across teams to deliver scalable digital-first solutions and support transformation objectives
• Foster a high-performance continuous improvement culture through engagement coaching and operational excellence initiatives

WhatYoullNeed to Succeed

• College orUndergraduatedegree in related field
• 5 years experience in business process optimization/reengineering applying process improvementmodelingand reengineering methodologies to conduct process optimization and improvement projects.
• Experience with Robotic Process Automation (RPA)projects is preferred
• Ability and experienceofmapping processes usingtools likeMicrosoft Visio software
• Experienced infacilitating stakeholder sessions/ workshopsfor mapping and approval of business processes
• Extensive experience building and designing customer experience program(s)
• Excellent interpersonal and leadership skills
• Experience in Insurance Business Transformations (Claims P&C Commercial)
• Experience with analyzing large data sets and record of implementing large scale process changes
• Deep understanding of enabling technology tools and methodology
• Strong interpersonal communication influencing facilitation analytical and problem-solving skills to work effectively with cross functional teams
• Working knowledge of MS Office
• Change management and continuous improvement mindset
• Ability to work effectively in an independent environment
• Self-starter with excellent organizational and time management discipline to coordinate multiple concurrent efforts and performs with minimal instruction
• Strategic thinking and Analytical skills
• Run cross-functional team meetings efficiently and optimally with the ability to connect dots and influence key decisions
• Six Sigma Black Belt/Lean Six Sigma/ Kaizen facilitator designations

Ifyoureready to be a core part of our mission and make a tangible impact from day one we want to hear from you.

#LI-Hybrid

The expected base salary range for this position is $97000 - $147000. Depending on your relevant experience skills qualifications market conditions and business needs base compensation may vary. You have the potential to earn more through Gore Mutuals discretionary bonus program which gives you an opportunity to increase your total compensation provided the business meets its performance targets and you meet your individual goals.

Please note: This rangereflects the expected base salary for this role but may notrepresentthe full compensation range for all experience and skill levels. During the recruitment process we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits disability insurance retirement plan matching paid time off recognition and perk programs.

This posting pertains to an existing vacancy that is actively being filled.

Accessibility for applicants

Gore Mutual Insurance Company is committed to providing accommodations for people with disabilities during all phases of the recruiting process including the application process.

If you require accommodation because of a disability we will work with you to meet your needs.Contact usand a human resources representative will consult with you to determine an appropriate accommodation.

Should you request an accommodation during the interview process please notify your Talent Acquisition Consultant.