The Organization
LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has partnered with leading automotive manufacturers and dealerships across Canada to deliver award‑winning F&I solutions. Dealer partnerships are complemented with the strong backing of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar/Land Rover, Mitsubishi Motors, Polestar and Motorrad.
The Role
The Performance and Effectiveness Specialist is responsible for the design, optimization, and performance of automated adjudication rules and workflows to enable accurate, efficient, and scalable claims decisioning. This role acts as the central owner of rule performance, driving continuous improvement to enhance automation, reduce loss leakage, and improve customer and dealer experience. In addition, the Specialist supports operational excellence by developing and enabling team capabilities through targeted training, onboarding programs, and change‑adoption initiatives. Working cross‑functionally, the role leverages data‑driven insights to strengthen reporting, improve processes, and support strategic transformation initiatives.
Key Responsibilities
Auto Adjudication Governance and Optimization
- Strategic Planning: Collaborate with the PEM to develop auto adjudication strategies and frameworks guiding priorities and planning.
- Business Rule Ownership: Identify, design, configure, test, release, and monitor business rules and workflows to support AA and EWE targets.
- Reporting: Identify required reporting, define underlying requirements, create reports, and maintain them in collaboration with the Data team.
- System Optimization: Identify business rule functionality enhancements to improve efficiency, loss mitigation, and reporting; submit bugs and enhancements to relevant stakeholders.
- Claims Analysis & Auditing: Own auditing of automation rules, ensuring rule effectiveness and supporting claim analysis and reporting.
Operational Effectiveness & Initiative Support
- Process & Procedure: Support local process needs including identification, design, delivery and maintenance using industry best practices.
- Change Management: Support change‑management needs related to approved business cases, local projects, tools, processes, and systems; gather and execute requirements aligning with strategic goals.
- Product Champion: Communicate product matters to the Product team and act as the primary CX contact.
- Reporting: Support collection and configuration of customer experience reports and dashboards to measure CX performance.
Training & Project Management
- Lead creation, development, and delivery of onboarding and refresher training programs (virtual, online, in‑person) for all CX hires.
- Implement specific training programs, developing an LMS roadmap for localized CX training.
- Facilitate dealership training to ensure claims submission and management comply with standards, contracts, and regulations.
- Document projects and processes to PMO standards, produce reports to track strategic‑initiative performance.
- Design and improve business processes with the operational team to ensure clarity, ownership, and standardisation.
- Participate in system development projects affecting operations to assess training, improvement, and change‑management needs.
Core Competencies
- Communication: Clearly articulate information in spoken and written form.
- Collaboration: Build positive relationships to achieve consensus, morale, and commitment.
- Innovation: Think outside the box to develop creative solutions for current and future needs.
- Flexibility: Adapt easily to changing environments and resources.
- Productivity: Consistently achieve excellence in all tasks and goals.
- Accountability: Own personal responsibility for quality, timeliness, and decisions.
Required Skills
- Proficient with MS Office suite (Excel, PowerPoint, Word).
- Strong communication and presentation skills; concise communication across diverse audiences.
- Direct experience assessing training needs, creating materials, and delivering training.
- Experience in a projectised or process‑driven environment.
- Experience in process design, workflow optimisation, and business‑requirement development across multiple systems.
- Experience working with internal and external customers and outsourced vendors.
- Ability to set priorities and manage multiple tasks in a fast‑paced, team‑oriented environment.
- Subject‑matter expertise with warranty claims process and balancing claims‑ratio targets with client satisfaction.
- Bilingual (written and oral) in French & English is an asset.
Experience / Education
- 3+ years of automotive industry experience (customer service, sales, technical).
- 3+ years in process improvement, reporting, operational workflows, and system rule designs.
- Automotive technician qualification (desired).
- Data/analytics tools (Tableau, Power BI, SQL, advanced Excel) (desired).
- Lean Six Sigma Green/Black Belt (desired).
Why LGM
- Compensation: $75,000 – 85,000
- Hybrid work model (3 days in office)
- Comprehensive compensation package:
- Extended health benefits plan
- Group RRSP
- Performance bonus
- Health & wellness benefits
- Education sponsorship
- Work‑life balance perks:
- Four paid days annually to give back to the community
- Your birthday off – every year
- Vehicle rebate program: up to $400 per month