Director, Process Optimizations & Change Management

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About The Role

We are seeking a dynamic and strategic leader to join our team as Director of Process Optimization and Change Leadership. In this role, working with the Claims leadership team and you will lead claims-wide initiatives that streamline processes, envision new ones, and drive organizational adaptability. Your ability to articulate transformational key concepts effectively in a fast paced, changing environment will be fundamental as you will play a critical part in shaping how we serve our customers and support our employees through transformation.

What You’ll Do

• Envision future process with a considering in technology innovation, AI, digital transformation with a strategic output.
• Lead Transformation: Develop and execute strategies that improve efficiency and resilience across claims and operational processes.
• Optimize Processes: Drive initiatives to simplify workflows, reduce cycle time, and implement digital tools that improve accuracy and customer experience.
• Enable Change: Design and deliver change management programs that support employees through new systems, tools, and processes.
• Collaborate Across Teams: Partner with claims leadership and operations, other teams in Claims, IT, and business leaders to align improvements with organizational goals.
• Measure Impact: Establish KPIs, track progress, and deliver measurable improvements in efficiency, adoption, and customer outcomes.
  
  

What We’re Looking For

• Post secondary education in Industrial Organization, Process Optimization, or a related field.
• Minimum 8-years of progressive experience in operational groups, process improvement, or change management – is required.
• Minimum 5-years leading and coaching a team of direct reports and direct level leaders – is required.
• Strong knowledge in Generative AI Concepts and Financial Acumen.
• Knowledge of Claims or insurance is an asset but not a requirement.
• Proven track record leading large-scale transformation projects, ideally in claims or catastrophe response.
• Expertise in Lean, Six Sigma or other process improvement methodologies (certifications preferred). Change Management certification and training in PROSCI and CCMP or ACMP.
• Strong and effective communication, facilitation, and leadership skills with the ability to influence at all levels up to senior level executives.
• Customer-focused, resilient, and skilled at balancing innovation with regulatory compliance.
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
  
  

How Success Will Be Measured

• Reduced claims cycle time and improve operational efficiency.
• High employee adoption rates of new processes and technologies.
• Improved customer satisfaction and faster catastrophe response outcomes.
• Demonstrated savings and measurable impact on business performance.
  
  

Why Join Us?

This is a unique opportunity to make a lasting impact in an organization committed to supporting customers when they need it most. You will have the platform, resources, and leadership support to deliver transformation that truly matters.

What We Offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working Here Means You'll Be Empowered To Be And Do Your Best Every Day. Here Is Some Of What You Can Expect As a Permanent Member Of Our Team

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.
  
  

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.