Manager, Digital Transformation

This role can be based in Toronto or Montreal.

Some of the best ideas in a brokerage come from the people doing the work: a smarter template, a tracker the whole team ends up using, or a workflow that saves hours every week. If you've built tools like these and wondered how they might work across a whole organization, you may find this role a natural next step.

Lockton Canada is building its operating foundation, which means there is meaningful work to shape. You'll help design how our client service and broking teams work as we grow, with Applied Epic as our core platform and a commitment to capturing information once and using it well.

Working within the Office of the COO, you'll partner with experienced colleagues to build practical, consistent ways of working, including clear standard operating procedures, streamlined steps and thoughtful use of automation, all in service of excellent client outcomes.

How do we keep client service at the highest standard while making our colleagues' work as effective and efficient as possible?

• Work side by side with experienced colleagues to document SOPs, building on their expertise to create streamlined, repeatable workflows.
• Map key processes such as client setup, marketing and placement, renewals, endorsements and billing handoffs, and identify opportunities to simplify steps and reduce re-entry.
• Turn tasks that depend on one person into clear, documented workflows that anyone can follow.

• Partner with brokers and placement teams to streamline marketing and placement.
• Reduce duplicate applications and supplementals by building master data collection that captures client information once and reuses it across insurers and renewals.
• Standardize submission packages, market summaries, quote comparisons and binding requests so they are faster to produce and consistent across teams.
• Make it easier for clients by drawing on information we already hold.
• Learn what the broking team needs most, such as templates, trackers, market activity reporting and renewal timelines, and build practical solutions with them.

• Help set standards so client, policy, exposure and premium information is entered correctly, completely and only once.
• Identify where information is re-entered across systems or documents and recommend improvements through process changes, automation or integration.
• Show colleagues how clean data at intake leads to reliable reporting and better client conversations.

• Build practical automations and tools using Microsoft 365 (Power Automate, Power Apps, SharePoint, Teams, Copilot) and Applied Epic, so colleagues spend less time on manual tasks.
• Build straightforward dashboards and reports in Power BI or Excel that track service levels, renewal and marketing timelines, workload and process performance.

• Keep up with automation and workflow tools on the market, including insurance-specific solutions for submissions, applications and placement.
• Assess tools against business needs, build the business case and support pilots, with final recommendations going to leadership, IT and Finance.
• Train and coach colleagues on new workflows and tools.
• Gather feedback, track adoption and keep improving.
• Be a trusted, approachable partner who helps colleagues spend more time on the work that matters most.

• 5+ years in a commercial insurance brokerage in account management, client service, broking or placement support.
• A solid understanding of marketing and placement, including applications, submissions, insurer quotes and binding.
• A track record of building workflows, templates, trackers or automations that improved accuracy, speed or client experience, and that colleagues adopted.
• First-hand understanding of how capturing data once, and capturing it well, improves accuracy, efficiency and the client experience.
• Strong Excel skills and comfort with data: you understand how data is structured and how to turn it into useful reporting.
• Curiosity about automation tools and a habit of learning new ones on your own.
• The credibility and collaborative style to partner with experienced colleagues through change.
• Clear communication skills and the ability to explain new ways of working in plain language.

• Experience with Applied Epic, especially activities, workflows and reporting.
• Hands-on experience with…