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Vice-President & Chief Operations Officer
2 months ago
Overview
As a member of the executive leadership team, the Vice President & Chief Operations Officer will provide strategic and operational leadership to MPI’s customer service delivery functions. They will also build strategic relationships and partner with MPI’s 800+ brokers and their associations to provide high-quality, effective, and accessible service delivery to all Manitobans.
In addition, the successful candidate will play a key leadership role in the business-led, technology-enabled transformation of MPI’s operations (currently named Project NOVA).
The Vice President and & Chief Operations Officer will also be accountable for developing strategic plans and translating them into operational and business plans for the division. This includes defining and executing the divisional roadmap in collaboration with the President & CEO and executive leadership team.
Finally, the Vice President & Chief Operations Officer will be responsible for continuously building and managing a high-performance organization with dedicated, skilled, engaged, and customer-focused team members, with effective governance and risk practices.
Accountabilities
Strategic Planning & Transformation:
- Participate in the development of the vision, direction, goals, and objectives of the corporation.
- Provide strategic direction for the division and ensure the development of strategies and solutions to support the corporate vision, direction, goals, and objectives.
- Define and execute the divisional roadmap in coordination and collaboration with the President & CEO and executive leadership team.
- Drive innovation and creative solutions to address business challenges.
- Translate strategic plans into operational and business plans for the division and communicate operational objectives to all employees and appropriate stakeholders.
- Ensure strategic, operational, and business plans meet the business needs and expectations of Manitobans, MPI departments, and other internal stakeholders.
- Champion transformation throughout the division and corporation by ensuring a clear understanding of the business and the identification of appropriate solutions.
Operational & Performance Leadership & Compliance:
- Provide expert advice and guidance and identify related operational impacts across the full range of business strategies, programs, products and services, and operational issues.
- Ensure divisional operational activities are provided in an efficient and effective manner, maintaining the highest degree of service delivery.
- Oversee service delivery and demand management, including cross-channel demand and service offering planning, ensuring direction and policy guidance on demand management, and implementation of effective demand deflection strategies across service channels.
- Ensure the delivery of all customer service operations through service centres across the province, including customer and claims services, and vehicle standards and inspections.
- Oversee broker service operations, including broker contract management, implementing strategies and programs that measure and improve broker performance, and ensure consistently high levels of customer service and satisfaction.
- Manage all delivery aspects of insurance and licensing operations, including vehicle registration, driver licensing, and driver records, and maintain corporate accountability for customer account receivable management and rates appeal process.
- Oversee contact centre management operations and business development, promoting initiatives that demonstrate and leverage contact centre services corporately.
- Build and sustain productive relationships with key business partners, including oversight and negotiation of new business agreements and compensation schedules.
- Oversee the design, implementation, and assessment of innovative and value-added services that meet the evolving needs of Manitobans.
- Ensure the development and enforcement of fair and consistent policies, practices, standards, and procedures for the delivery of all service operations.
- Develop and implement processes and practices to identify and address the needs and expectations of Manitobans, MPI departments, and other internal stakeholders.
- Review and update operational practices on a regular basis to ensure operational efficiency and compliance with regulations.
- Serve as a change champion in the organizational change process to produce an improved work environment and oversee the development and implementation of divisional programs that meet current and future needs.
- Participate on the corporate executive-level risk committee responsible for the management and oversight of all the forms of risk and the Enterprise Risk Management program within the Corporation.
- Represent the Corporation in various venues in a manner that fosters enhanced acceptance and support of the Corporation and its mandate.
People Leadership, Development & Training:
- Ensure the development, implementation, and maintenance of an effective structure for the delivery of services.
- Build and sustain a cohesive and collaborative team that is committed to the best interests of MPI and who consistently explores opportunities to enhance services.
- Sustain a high-performance culture and environment where multiple perspectives are sought out, appropriate risks are encouraged, and employees are committed to excellence in service delivery.
- Ensure employees throughout the division have the knowledge, awareness, technical skills, and competencies to contribute to the Corporation’s vision and success.
- Lead and implement change, supporting employees through proactive communication, issue resolution, and effective decision-making.
- Engage in talent management and succession planning to meet current and future needs.
Education and Experience
- Over 15 years of senior leadership experience in service and operations management, project management, and business transformation and innovation in a complex environment.
- Senior leadership experience in the insurance or financial services industry would be an asset.
- Bachelor’s degree in commerce, business administration, or related field. Master of Business Administration (MBA) is an asset.
- Completion of one or more of the following professional designations is considered an asset:
- Chartered Insurance Professional (CIP)
- Fellow Chartered Insurance Professional (FCIP)
- Exceptional leadership skills with a proven ability to form, lead and develop high-performing teams, and demonstrate success in leading change.
- Superior communication skills along with excellent negotiation skills and proven success in public speaking and formal presentations.
- Capable of positively engaging executive management, the Board of Directors as well as influential external stakeholders (e.g., Public Utilities Board, Government of Manitoba, strategic business partners, interest groups with diverging interests) and operating with the highest level of integrity and business ethics.
- Knowledge of corporate governance issues as well as an understanding of emerging trends and issues as they affect Crown corporations.
- Strong organizational skills along with the ability to plan and manage multiple complex projects and tasks simultaneously.
