Business Process Analyst

CFMWS. A job with purpose. Our 4000+ person strong organization champions a healthy, fun, creative and active lifestyle for Canadian Armed Forces members, Veterans and their families. Help us deliver a variety of recreation and fitness programs, offer family support, organize charity events and make sure our members access retail, travel and banking discounts and customized financial services. At Canadian Forces Morale and Welfare Services (CFMWS), we love what we do. And we live it too.

A full suite of financial solutions, tailored to the realities of our Canadian Armed Forces Members and their families, is offered through the SISIP Financial division within CFMWS. In addition to conventional insurance, investment and financial advice products and services, we pride ourselves in delivering preventative financial education and, where required, counselling, to support our members’ financial wellbeing. At SISIP, we keep our members at the center of everything we do. Our ultimate target is the right solution at the right time for our members, and our commission-free environment reinforces this. As a social enterprise, the profits we make help fund programs within the Canadian Armed Forces (CAF) community to benefit members and their families.

SISIP Financial services are available to Canadian Armed Forces Members both virtually and in-person. We have 23 offices located in CAF communities across Canada. Our national office is located in Ottawa.

At SISIP Financial we are dedicated to process excellence and continuous improvement in order to provide exceptional client experiences for CAF members, veterans, and their families. As a Business Process Analyst, you will play a pivotal role in enhancing our organization’s processes. This newly created position involves close collaboration with Practice Leaders, Advisors, Operations SMEs, and other senior subject-matter experts to design new or re-engineer existing processes and experiences. Your work will directly improve the quality and consistency of our client and employee experiences and enable efficient delivery of our products and services.

The successful candidate has experience in group facilitation, business process modelling, leveraging technology for automation, customer journey mapping, and project coordination. They excel at eliciting process requirements, synthesizing information, presenting concepts in a compelling manner, and working in collaboration with cross-functional teams to implement innovative improvements. Knowledge of change management and business analysis frameworks is an asset.

Education, Certifications and Licenses

College diploma in Business Administration, Computer Science, Finance or a related field AND many years of experience in business analysis, process management, and customer data analysis or a related field

Experience

In scope and change management

In technical documentation

In process improvement initiatives

In customer experience, service design initiatives and behavioural research

In trends and developments of segmentation

In project management

In planning, preparing and conducting training and presentations

In business and data analysis

In drafting, editing, and interpreting policies and procedures

Competencies

Client focus, organizational knowledge, communication, innovation, teamwork and leadership

Develop, prepare and document business process and client experience solutions, such as, business requirements, process maps, client journey maps, business objectives and statements of work.

Redesign business processes and customer journeys, as required.

Research, develop and implement strategies for improved customer experience through collaboration with the broader SISIP and other divisions of the organization.

Collaborate with operations, reporting and analytics teams and regional sales leaders, to implement process improvements and experience enhancements to clients and members of the Canadian Armed Forces (CAF).

Liaise with stakeholders and other Subject Matter Experts (SMEs) to research and evaluate business requirements and industry trends.

Act as a Subject Matter Expert (SME) providing a foundation of knowledge in the areas of process improvement and customer experience design.

Language Requirement:

Bilingual (English and French) Essential

Reading: Advanced

Writing: Functional

Oral: Advanced

Start Date: March 3, 2025

This is a hybrid position with an assigned work location allowing the employee to work partly from a corporate office and partly from a home office in accordance with the CFMWS Flexible Work Options Policy, and with approval from the direct manager.

The selection process will be done virtually.

Relocation benefits will not be provided.

Salary plus Employee Performance Program.

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Payment of professional association memberships, online learning opportunities including a LinkedIn Learning subscription and second language training.

Perks: Discounts through CF One Member Appreciation.

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. Workplace accommodation measures are available to all candidates identifying a need during the selection process.