Effectiveness Specialist; Claims​/Data​/Business Analyst

The Organization

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has partnered with leading automotive manufacturers and dealerships across Canada to deliver award‑winning F&I solutions. Dealer partnerships are complemented with the strong backing of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar/Land Rover, Mitsubishi Motors, Polestar and Motorrad.

The Performance and Effectiveness Specialist is responsible for the design, optimization, and performance of automated adjudication rules and workflows to enable accurate, efficient, and scalable claims decisioning. This role acts as the central owner of rule performance, driving continuous improvement to enhance automation, reduce loss leakage, and improve customer and dealer experience. In addition, the Specialist supports operational excellence by developing and enabling team capabilities through targeted training, onboarding programs, and change‑adoption initiatives.

Working cross‑functionally, the role leverages data‑driven insights to strengthen reporting, improve processes, and support strategic transformation initiatives.

• Strategic Planning:
  Collaborate with the PEM to develop auto adjudication strategies and frameworks guiding priorities and planning.
• Business Rule Ownership:
  Identify, design, configure, test, release, and monitor business rules and workflows to support AA and EWE targets.
• Reporting:
  Identify required reporting, define underlying requirements, create reports, and maintain them in collaboration with the Data team.
• System Optimization:
  Identify business rule functionality enhancements to improve efficiency, loss mitigation, and reporting; submit bugs and enhancements to relevant stakeholders.
• Claims Analysis & Auditing:
  Own auditing of automation rules, ensuring rule effectiveness and supporting claim analysis and reporting.

• Process & Procedure:
  Support local process needs including identification, design, delivery and maintenance using industry best practices.
• Change Management:
  Support change‑management needs related to approved business cases, local projects, tools, processes, and systems; gather and execute requirements aligning with strategic goals.
• Product Champion:
  Communicate product matters to the Product team and act as the primary CX contact.
• Reporting:
  Support collection and configuration of customer experience reports and dashboards to measure CX performance.

• Lead creation, development, and delivery of onboarding and refresher training programs (virtual, online, in‑person) for all CX hires.
• Implement specific training programs, developing an LMS roadmap for localized CX training.
• Facilitate dealership training to ensure claims submission and management comply with standards, contracts, and regulations.
• Document projects and processes to PMO standards, produce reports to track strategic‑initiative performance.
• Design and improve business processes with the operational team to ensure clarity, ownership, and standardisation.
• Participate in system development projects affecting operations to assess training, improvement, and change‑management needs.

• Communication:
  Clearly articulate information in spoken and written form.
• Collaboration:
  
  Build positive relationships to achieve consensus, morale, and commitment.
• Innovation:
  Think outside the box to develop creative solutions for current and future needs.
• Flexibility:
  Adapt easily to changing environments and resources.
• Productivity:
  Consistently achieve excellence in all tasks and goals.
• Accountability:
  Own personal responsibility for quality, timeliness, and decisions.

• Proficient with MS Office suite (Excel, PowerPoint, Word).
• Strong communication and presentation skills; concise communication across diverse audiences.
• Direct experience assessing training needs, creating materials, and delivering training.
• Experience in a projectised or process‑driven environment.
• Experience in process…