Operations Excellence Specialist

Next Horizon is here. Fueled by investments in talent and technology our bold strategy to transform is nearly complete.

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.

Our path forward sharpens our focus on business performance driven by leading technology innovation and an agile high-performing culture. With Gore Mutual and Beneva announcing their intent to merge in 2026 well be uniting two well-established financially strong and trusted brands to become the strongest mutual insurer in Canada ensuring Canadians have purpose-driven insurance options for generations to come.Come join us.

The Operations Excellence Specialist plays a pivotal role in supporting the Workforce Management function within the Claims department. This position is dedicated to enhancing adjuster productivity by effectively managing workload headcount and daily activities. The Specialist collaborates closely with the Claims Senior Leadership Team (SLT) to craft a comprehensive monthly operating review providing detailed insights into the performance of all Claims teams. Additionally the role is responsible for the delivery and ongoing maintenance of an adjuster scorecard in partnership with the Claims Analytics team. Leveraging data and reporting the Analyst identifies opportunities to drive operational efficiencies reduce leakage and support business case development for continuous improvement initiatives.

What you will do:

• Evaluate performance metrics of different claims unitsidentifyingtrends and discrepancies.
• Work with unit managers to develop and implement performance improvement strategies.
• Regularly report on unit performance highlighting key achievements and areas for improvement.
• Liaise with IT and Data Departments to improve process efficiency through technological advancements.
• Develop and oversee a suite of performance metrics for claims operations.
• Continuously report on these metrics offering insights and analysis.
• Use these metrics for forecasting trends and guiding strategic decisions.
• Actively influence and persuade supervisors to embrace new modern work methodologies.
• Showcasethe benefits of new tools and processes through data and case studies.
• Effectively communicate analytical findings and recommendations to a diverse range of stakeholders.
• Develop strong relationships within Claims and become a trusted partner to all stakeholders
• Support the development of a coaching framework to enable leaders to positively drive frontline performance
• Provide analytical support for projects led by the Enablement Manager
• Engage in ongoing professional development to remain abreast of industry trends and advancements in data analysis and claims management.

What you will need to succeed:

• CIP/FCIP/CRM designation preferred
• 3-5yearsofClaims line experience
• Prior work as a Supervisor is an asset
• Experience inworkforce management reporting and dataanalysis
• Strong understanding of business operations and internal policies/procedures
• Experience as aclaimsleader is an asset
• Experience with stakeholder management
• University degree preferred
• Comprehensive claims expertise across multiple business lines preferred
• Advanced Data Analysis and Interpretation
• Performance metrics development and KPI management
• Strategic performance alignment

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.