Manager – Operational Optimization

The Opportunity

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.

What to Expect

• 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.

What you Bring

• 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