Manager, Operational Optimization

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.

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.

• 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.

• 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

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.

• 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…