Job Description

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We look forward to hearing from you!

The Claims Sustainment & Support department is seeking a Business Consultant III to join the team.

The successful candidate will provide end-to-end consulting support and leadership across business processes, policies, procedures, systems, and transformation initiatives. Working collaboratively with leaders, business partners, and delivery teams, this role translates business objectives into practical redesign and implementation priorities that improve customer, employee, and organizational outcomes. Experience applying continuous improvement approaches in Agile, Lean, or similar environments is considered an asset.

As a trusted advisor, you will build strong relationships with internal and external interest holders and bring a data-driven, collaborative, and solution-focused approach to complex business challenges. You will lead the assessment of current-state operations and the design of future-state processes, services, and capabilities. Through effective facilitation, analysis, and influence, you will help guide strategic decisions and ensure business solutions align with corporate and Claims objectives.

This role is responsible for advising on and leading continuous improvement, business transformation, and process redesign initiatives across Claims. You will work with interest holders to define desired outcomes, identify root causes and performance gaps, evaluate options, assess impacts and risks, and guide the design, validation, implementation, and sustainment of solutions.

Success in this role will be demonstrated through measurable process and service improvements, successful adoption of business changes, strengthened partnerships with interest holders, and the realization of benefits for customers, employees, and the organization.

Position Requirements

Qualifications required to be successful in this role include:

• Demonstrated ability to translate business and Claims objectives into clear priorities, options, recommendations, and measurable outcomes.
• Demonstrated experience providing strategic consulting and advisory services to leaders and business partners, supporting informed decision-making and achievement of business objectives.
• Demonstrated strength leading current-state assessments and future-state redesign of end-to-end business processes, services, and workflows.
• Ability to define success measures, establish baselines and key performance indicators, and track benefits realization through implementation and sustainment.
• Strong critical thinking, analytical, and problem-solving capability, including root-cause analysis, performance-gap identification, business case development, and evidence-based recommendations.
• Ability to assess business capabilities, identify gaps, and establish practical standards, governance, and roadmaps that support consistent business outcomes.
• Ability to lead the definition, prioritization, and traceability of business requirements and support solution validation, user acceptance testing, and business product decisions.
• Demonstrated delivery focus, including the ability to work effectively through ambiguity and translate strategic direction into practical business results.
• Ability to conduct impact and risk assessments, plan implementation activities, and manage dependencies and issues to support successful organizational change.
• Ability to monitor delivery, adoption, quality, and post-implementation performance, identify opportunities for improvement, and initiate actions to sustain intended outcomes.
• Ability to develop and maintain authoritative process, procedure, and knowledge assets that support consistent and effective business practices.
• Demonstrated ability to lead cross-functional initiatives and influence outcomes without direct authority.
• Knowledge and ability to coach, mentor, and influence business partners in operational change, capability development, and continuous improvement practices.
• Ability to build trusted relationships and collaborate effectively across teams to achieve organizational goals and resolve complex issues.
• Superior verbal, written, presentation, facilitation, and interest-holder engagement skills, with the ability to communicate effectively with technical and non-technical audiences at all levels of the organization.
• Practical and theoretical knowledge of business consulting, business analysis, process redesign, change management, continuous improvement, and project delivery principles and practices.
• Experience preparing business cases and providing decision-quality analysis that clearly articulates options, expected outcomes, risks, costs, and benefits.
• Ability to organize and structure work against agreed deliverables, milestones, and outcomes with minimal supervision.
• Project management experience or exposure would be considered an asset.
• Experience working in Agile environments and using tools such as JIRA would be considered an asset.
• Lean Six Sigma certification or equivalent continuous improvement training would be considered an asset.
• Experience within insurance, claims operations, or other complex service delivery environments would be considered an asset.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined:

• Hybrid 8 – you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

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