Next Horizon is here. Fueled by investments in talent and technology, our bold strategy to transform is nearly complete.
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.
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, we’ll 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 units, identifying trends 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.
- Showcase the 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
- 3-5 years of Claims line experience
- Prior work as a Supervisor is an asset
- Experience in workforce management, reporting, and data analysis
- Strong understanding of business operations and internal policies/procedures
- Experience as a claims leader 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
The expected base salary range for this position is $81,000 - $131,000. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual’s discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.
Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position.
Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs.
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 us and 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.
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What We Do
Built on a foundation of financial strength for more than 180 years, Gore Mutual Insurance Company is one of Canada’s first property and casualty insurers. With offices in Cambridge, Toronto and Vancouver, Gore Mutual is a Canadian mutual company offering competitive insurance products through trusted broker partners. Every decision and investment made is anchored in the long-term benefits to customers, members and communities.
Insurance that does good – this is our Purpose. Grounded in our purpose and guided by our core values, at Gore Mutual, we believe that being good and doing good by our employees, customers and broker partners will benefit not only them but also us—which in turn allows us to spread good in our communities and reward the good we see in others. This is what is driving our work to become a purpose-driven, digitally-led national insurer
