Job Opportunities API

  At Gore Mutual, we’ve always set ourselves apart as a modern mutual that does good. Now, we’re proudly building on that legacy to transform our company—and our industry—for the better. Effective January 1, 2026, Gore has joined Beneva—the country’s largest mutual insurance company—as part of its Property & Casualty operations in Ontario and Western Canada. During 2026, Gore will combine its operations with Unica Insurance, Beneva’s Ontario-based subsidiary specializing in niche commercial and personal insurance, creating a stronger, more diversified mutual insurer with greater scale and long-term stability. Every decision and investment remains anchored in long-term benefits to customers, members, and communities. Come join us. The Manager, Process Excellence & Customer Experience leads the process design team in a matrix structure with the goal of designing, implementing, monitoring & streamlining  processes  across the organization. They would apply critical thinking to bring the voice of the broker and customer to process design and issue remediation while safeguarding operational effectiveness and employee experience. Become a conduit and enabler between all stakeholders to drive operational efficiency.   This role will help to establish a Process design Centre of excellence which will assess, design, deploy and manage all core business operations processes to maximize efficiency while allowing large volumes of work to be delivered.   We're looking for a trusted business partner who masters the art of building and nurturing strong relationships with key stakeholders such as business leaders, vendors, brokers, and customers. The role works with various stakeholders to drive and enable business efficiencies and growth. They must also partner with senior leaders, including the Executive Committee and an array of internal partners, to optimize processes and operations for scale, growth, and efficiency.    What you'll do:   Define, design, and  optimize  processes across the national contact  centre :   Lead the design, documentation, and continuous improvement of end-to-end processes, procedures, and workflows to enhance efficiency and customer experience   Identify gaps, root causes, and opportunities to improve processing times and operational performance   Partner with business and technology leaders to deliver best-in-class, customer-centric and digital-first experiences   Establish and monitor KPIs, dashboards, and reporting to drive proactive and data-informed improvements   Champion a culture of customer experience and continuous improvement, sharing insights, success stories, and best practices   Conduct research, stakeholder interviews, and impact assessments to inform process enhancements and innovation   Maintain process documentation, governance, and support materials while coaching and influencing stakeholders     Facilitate sessions, map, analyze,  implement  and update processes to support company  objectives :   Facilitate workshops and reviews to analyze current processes, identify gaps, and implement sustainable improvements   Design scalable, digital-enabled processes that improve customer experience and reduce operational friction   Collaborate cross-functionally (Operations, Claims, Finance, L&D, etc.) to ensure alignment and effective implementation   Support training, communication, and adoption of process enhancements across teams   Monitor live operations to ensure compliance, identify barriers, and drive continuous improvement opportunities   Maintain operatio