Manager, Quality

4 weeks ago

Toronto, Canada Foresters Financial Services, Inc. Full time

Career Opportunity

Role Title

Manager, Quality & Learning Development

Purpose of role

Working within the Customer Experience organization of US Insurance Operations, the Manager is responsible for the overall business and people management within the department of Quality, Learning Development which includes Training, Quality Management, and the administration of an internal knowledge base. The Manager is responsible for providing strategic direction and recommendations to the business including resource planning, financial sustainability, risk, and compliance. The Manager will ensure a consistent and exceptional service experience for internal and external customers as well as lead the planning and implementation of major change initiatives.

**Job Description**:
Key Responsibilities
- Drive strategic plan by identifying and implementing innovative, cost-effective, practical solutions that build scale and realize efficiencies within Training, Quality Management, and our Knowledge Base
- Understand customer needs and requirements to effectively develop and continuously improve the training experience, decreasing speed to proficiency and maintaining expected quality levels
- Create a Learning & Development Framework that integrates our existing strong culture and customer focus
- Collaborate with business leaders to ensure employees are supported through all stages of their career (onboarding, upskilling, cross-training). This may include building skills matrix and developing a cadence for updating and
- explore and identify industry trends and or technologies to enhance training, ongoing development, quality management and knowledge base platform
- Ensure that all systems and tools used within the team are maximized for efficiency
- Manage and collaborate with key stakeholders to ensure that business requirements are being met, and continue to be in line with the strategic roadmap of our division
- Support corporate and departmental business projects and initiatives by working with stakeholders and project teams to ensure end users are set up for success with training delivered
- Create and maintain a culture within the team that encourages employees to consistently bring ideas to the table, be creative, take ownership, be proactive and take measured risks.
- Build upon strong Employee Engagement scores by working closely with team members to identify opportunities within the team, team to team, and create opportunities for team members to meet in person (collaboration, employee purpose activities, social)
- Implement change management strategies and plans to maximize employee adoption and the achievement of planned results
- Manage all aspects of recruitment, people management and performance, including coaching, employee recognition, employee engagement and providing opportunities for continuous learning and development
- Working closely with the Senior Manager, prepare, forecast, and manage departmental budget
- Oversee and manage relationships with external service providers such as system vendors and auditors.

Key Qualifications
- Education (minimum required): College or University
- Experience (minimum required): 5 years progressive experience in a related discipline
- Strong interpersonal skills: must exhibit transparency and the ability to collaborate, delegate and take ownership where appropriate
- Strong people leadership skills with proven ability to create and lead high performing teams
- Strong track record at leading the creation of online training modules and curriculums
- Experience leading and strengthening a Quality Management program (Quality Review of phone calls and processing)
- Strategic thinker with experience building and executing on short and long-term plans
- Proven track record of performance management and successful team development
- Collaborative management style is required
- Proven ability to identify, lead and implement process improvements
- Model courageous leadership: ability to have difficult discussions with peers, leaders, and team members
- Demonstrated effective organizational skills, including the ability to effectively prioritize- and manage multiple tasks and deadlines and manage competing priorities
- Strong written and verbal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external stakeholders
- Demonstrated ability to balance on-going change and lead by example
- Excellent problem solving and analytical skills to identify and report on business trends and initiatives
- Ability to identify problems in their early stages and solve by analyzing options and developing alternative solutions
- Exceptional customer service orientation
- Industry designations preferred
- Demonstrated ability to understand the vision of the department, translate it into action and incorporate it into day-to-day operations by ensuring that quality objectives are being attained and maintained

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