Senior Specialist, Continuous Improvement

Job Description

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

Perks

• Work-life balance with flexible working hours of 7 hours per day, Monday to Friday (i.e., 35 hours per week).
• Paid vacation starts at 3 weeks per year, and increases with years of service.
• Hybrid work environment (i.e., a combination of work from office and work from home days).
• Generous benefits, including extended health, dental, and life insurance; these benefit premiums are 100% paid by PBC.
• Company pension contributions after 1 year of service.
• Education allowance up to $1,000 per calendar year.
• Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About the Position

• We are searching for 1 permanent Senior Specialist, Continuous Improvement to support our Continuous Improvement team.
• This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $6,343 per month to start (equivalent to $76,116 per year) and then progressing up to $7,572 per month (equivelant to $90,864 per year).

Job Summary

Under the general supervision of the Manager, Continuous Improvement (People & Operations), the Senior Specialist, Continuous Improvement serves as the enterprise expert for continuous improvement methodology, portfolio prioritization and value realization. Operating as a strategic player-coach, this role bridges corporate strategy and execution by owning the enterprise continuous improvement framework, setting design standards and ensuring initiatives are aligned with ePMO to deliver measurable outcomes.

The Senior Specialist, Continuous Improvement leads high-impact, cross-functional transformation and process optimization initiatives while actively mentoring, coaching and upskilling other team members in Lean methods, root cause analysis and digital/automation enablement. This role is critical in shifting the enterprise structure culture from reactive troubleshooting to structured, proactive improvement at scale. This role offers the opportunity to shape and scale an enterprise-wide continuous improvement capability that directly improves operational performance, customer/member experience, and transformation outcomes. The successful candidate will work across business, technology, change management and ePMO partners to turn operational pain points into prioritized, measurable improvement initiatives that deliver sustainable value.

Job Duties:

Portfolio Architecture & Value Realization

1. Establishes, maintains and scales enterprise-wide continuous improvement frameworks, tools, templates and future-state process mapping protocols to ensure organizational consistency.
2. Partners closely with the ePMO and business unit leaders to intake, prioritize, and translate operational issues into structured, high-level transformation backlogs.
3. Owns data driven value measurement by setting robust baseline metrics, tracking error rates or cycle times and establishing benefits realization tracking for each initiative.
4. Directly manages and executes complex, end-to-end cross-functional transformation initiatives across critical value streams (e.g., Claims, Product and Group Services).

Operational Integration and Enablement

1. Partners with functional leadership to ensure operational improvements are deeply embedded into day-to-day operations without disrupting core delivery cadences.
2. Collaborates cross-functionally across Claims, Group Servies, Human Resources and other departments to maintain enterprise-wide thinking and secure frontline buy-in for operational changes.
3. Translates complex technical automations and process modifications into simplified, accessible training documentation and communication release notes for operational staff
4. Collaborates with the Change Management team to ensure robust stakeholder impact analysis; communication plans and training readiness are integrated into every rollout.

Governance, Risk Management and Stakeholder Relations

1. Maintains a strong bridge between frontline operations and technology, leveraging deep institutional platform knowledge (e.g., ACES, AdjudiCare) to safeguard data integrity during legacy system modernizations or sunsetting.
2. Acts as a primary operational escalation point for cross-functional friction, roadblock resolution, or complex system dependencies when continuous improvement initiatives intersect with legacy workflows.
3. Ensures compliance with policies, standards and system constraints, safeguarding institutional memory and operational security during transitions.
4. Performs other assigned duties related to the provision of continuous improvement and transformation services which do not affect the rating of the job.

Qualifications:

• Bachelor’s degree in business administration. Operations Management, Finance, Engineering or a related field.
• Minimum 5 years of progressive experience leading large-scale Continuous Improvement, Lean or Business Transformation initiatives within a complex environment.
• Demonstrated proficiency with Intermediate proficiency in Excel, PowerPoint and Word.
• Demonstrated training or practical certification in continuous improvement methodologies (e.g., Lean, Six Sigma, Value Stream Mapping or Root Cause Analysis tools)
• Deep familiarity with insurance, benefit-administration or health delivery operational systems (experience with platforms like ACES and AdjudiCare is an asset)
• Strong familiarity with digital automation tools, workflow management platforms and modern corporate dashboards.
• Strong system configuration and technical troubleshooting fluency, with specific exposure to core processing architecture, automated workflows, or scripting configurations being a distinct asset
• Strong logical systems fluency and detail orientation, with specific experience mapping out operational dependencies or auditing process compliance parameters being distinct assets.
• Demonstrated analytical curiosity and a questioning mindset, with the ability to challenge assumptions, apply critical thinking, and identify underlying drivers of business issues.
• Strong consultative and interpersonal effectiveness, including active listening, influencing without authority, and the ability to navigate feedback constructively within cross-functional environments.
• Adaptability and comfort with ambiguity, with a forward-thinking, growth-oriented approach and a willingness to experiment and continuously learn in evolving operational contexts.
• Accountability for outcomes and impact, with a proactive problem-solving orientation focused on continuous improvement and sustainable solutions.

If you’re excited about taking on this opportunity, we invite you to apply today and start the conversation with us about this position.

Please apply via our website this week at https://www.pac.bluecross.ca/careers

While we thank all applicants for their interest, only short-listed candidates will be contacted.

Diversity, Equity, and Inclusion

PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender, sexual orientation, religion, ability, education level, parental status, or socioeconomic status. We are an equal opportunity employer and welcome applications from all qualified candidates.

To request an accommodation in completing this job application, testing, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]. These accommodation requests will be reviewed confidentially and, on a case-by-case basis by Human Resources.