Manager, Orbit Shared Services

Orbit Administration location_on Waterloo, ON

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do:

The Manager, Orbit Shared Service leads the shared service departments of Quality, Training, Underwriting and Administration, including the planning and evaluating of department activities. They manage the team’s performance and effectiveness in supporting the Orbit Insurance operations achievement of its strategic objectives.

Reporting to the VP of Service & Strategic Partnerships, you’ll be responsible for:

• Applying quality principles and practices to establish a strategic approach and to improve the organization’s operations and productivity. This includes managing processes to support the organization’s strategic direction and communicating, facilitating and supporting necessary changes for continuous improvement.
• Ensuring efficient and effective operation of the Shared Services departments,which includes setting targets, developing training plans and processes, coordinating workflows and communicating with other managers in a matrix environment.
• Maintaining acceptable service levels for the business unit to align with corporate standards. Partnering with other front-line managers to ensure proper workforce management strategies are in place to achieve call centre metrics by reviewing employee schedules, staffing levels and forecasts.
• Attracting new business. This includes responding to members’ questions, concerns or complaints, and initiating new business through incoming phone calls, mailings and cross-marketing initiatives.
• Establishing strategic initiatives and accomplishes financial objectives. This includes gathering pertinent business, competitive, financial, service and operations information, and collecting forecasting requirements to prepare an annual budget and schedule expenditures and manages to it.
• Resolving product or service problems and member complaints as required. This includes clarifying the complaint, determining cause, selecting and explaining the best solution, making recommendations to management, and following-up to ensure resolution.
• Building, developing and retaining a high performing team with a clear focus on reducing customer effort and addressing customer issues. This includes recruiting, selecting and training individuals, performance management, communicating strategies and objectives, and providing employees with the necessary resources.
• Leading and engaging employees by communicating job expectations and competencies necessary to be successful. This includes building plans to address any missing skills and competencies, tracking progress of employees in relation to expectations and competencies, providing timely feedback on how effectively employees are applying knowledge and skills to achieve job expectations, and rewarding effective performance.
• Managing performance when performance does not meet established requirements by appropriately implementing the corrective review processes and methods.
• In conjunction with the Sales and Service Managers, supporting employees by responding to daily operational and sales/service questions from Sales and Service Representatives, clarifying information, providing direction, and counseling as required. Providing necessary data and assists the Sales and Service Representatives with home and auto presentations, seminars, etc.
• Representing the brokerage with other insurance companies within the insurance community. This includes maintaining communication and resolving procedural and underwriting problems as required.
• Providing information to the VP of Service and Strategic Partnerships, including annual objectives, business opportunities, results, trends, and competitive information.
• Managing the department and coordinates activities to achieve operational efficiency while adhering to the strategic plan. Analyzing needs and directs changes as required.
• Performing other duties within competence, as assigned.

Let’s Talk About You: 

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• A university degree in business or an AIIC/CIP or CPIB designation.
• An AIC, RIBO and/or AMF licence, (National Licensing would be considered an asset).
• A minimum of four years’ experience in a supervisory role.
• A minimum of four years’ experience in a call centre environment.
• A minimum of three years’ experience in underwriting personal lines property and automobile insurance.
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
• Superior time management, project management and organizational skills to manage competing priorities.
• Intermediate knowledge of Microsoft Office Suite applications.
• The ability to communicate in French is considered an asset.

Working Conditions:

• Overseeing a general call centre environment.
• Ability to be flexible with working hours including weekend shifts.
• May be required to work overtime.

We also consider your potential.If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let’s work together If you are interested in this opportunity, please apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.