Director, Operational Excellence & Innovation

Location: Montreal or Vancouver (Hybrid)
Company: LGM Financial Services

About LGM 

LGM is a national leader in providing warranty, finance, and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products to Canadian dealerships. Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar, Land Rover, Mitsubishi Motors, Polestar and Motorrad.

About the Role

Are you a strategic leader with a passion for performance excellence and innovation?  We’re looking for a Director, Operational Excellence & Innovation to join our dynamic Customer Experience team to create the vision of claims management.

In this pivotal role, you’ll drive the transformation of automotive claims operations through automation, AI, and workforce optimization. With a strong background in business analysis, claims management and workforce forecasting, you'll lead our Claims Automation, Workforce Management and Quality Assurance team in mission-critical strategies to improve service levels, reduce losses, and shape the future of our claims management model.

What You’ll Do

Strategic Leadership & Claims Optimization

• Drive claims loss mitigation strategies through data-led performance analysis and business rule enhancements.
• Lead the development of automation frameworks and AI-driven tools for smarter claims adjudication.
• Collaborate with the Technology team to align product innovations with operational priorities.
• Identify cost-saving opportunities while enhancing customer experience.

Workforce Planning & Quality Assurance

• Oversee workforce management, forecasting, and quality assurance for our contact center operations.
• Oversee the development of forecasting and capacity planning models (short, mid, and long-range), ensuring ±5% accuracy.
• Develop and manage performance scorecards for dealerships and internal adjusters.
• Develop predictive analytics and system-integrated quality assurance rules to assist with claims file reviews and loss mitigation

Team Leadership & Engagement

• Lead, coach, and develop a high-performing team of Workforce Analysts and Quality Assurance professionals.
• Foster a culture of accountability, innovation, and continuous improvement.
• Champion employee engagement initiatives and LGM’s community outreach, including four paid volunteer days annually.

What You Bring

• 5+ years of experience with business rules, automation, and AI machine learning applications (preferably in claims management)
• 5+ years of leadership experience in a people management role.
• 5+ years proven track record in workforce management and forecasting (preferably within a contact center environment).
• Prior experience in insurance and/or financial services industry (claims operations would be an asset).
• Strong experience in quality monitoring, audits, and service excellence.
• Data-driven decision-making skills and sharp analytical thinking.
• Inspirational leadership style with excellent facilitation and communication skills.

What We Offer

• Hybrid work model based in Montreal or Vancouver
• Competitive compensation: $120,000 – 140,000 + annual bonus
• Comprehensive benefits package, including health, RRSP, paid volunteer time and your birthday off
• Vehicle rebate program (up to $400/month)
• Ongoing education sponsorship and career development opportunities
• A purpose-driven culture committed to innovation and social impact

Ready to Shape the Future of Customer Experience?

Apply now at lgm.ca/careers

🚀 Let’s redefine excellence together. 🚀