Office Manager

2 weeks ago

Vancouver, Canada The Co-operators Full time

**Summary**:
The Office Manager is a key player in the leadership of the office and will have roles and responsibilities in many facets of the day to day agency operation. The role is ideal for someone who has energy and passion for helping others excel in their roles. Superb reporting and organization skills are important, while not compromising service excellence, both internally and externally.

**Roles and responsibilities**:

- Work with the District Management team to coach, lead, develop and sustain a highperformance work team and foster a positive environment
- Work with the District Management team to manage resources as required to meet annual production goals for all lines of business
- Manage office procedures and client reviews to comply with corporate audit requirements, agency service guidelines and standards
- Work with the District Management team to manage staff training needs and ensure timely enrolment in appropriate training programs
- Monitor front-line risks election and ensure processes are in place that support profitability programs
- Sales, service and profitable growth of both personal lines and specialty lines products
- Advise and recommend coverages and policies that best meet client needs
- Actively focus on prospecting for all lines of business by identifying and recommending additional products/services that benefit the client
- Complete front line risk assessment and selection following underwriting guidelines
- Ensure compliance and ethical behaviour are adhered to within the agency
- Implement action plans resulting from agency reviews
- Work with the District Management team to seek and implement work flow and efficiencies in the agency

**Working Conditions**:

- Regular office environment
- Evening and weekend work as required to meet the needs of clients and agency
- Some travel may be required

**Qualifications and Skills**:

- General Insurance License is required
- Life and other Licenses may be required
- Meet all provincial-licensing requirements in accordance with continuing education in order to obtain and maintain all licenses
- Two years sales and service experience or related business experience is preferred
- Supervisory or coaching experience is preferred
- Skilled in communication (verbal and written), organization skills, client service, questioning and listening, time management, problem solving skills, interpersonal skills
- Valid drivers license may be required

**Performance of Core Functions**:

- Effectiveness in managing resources to meet or exceed agency and district goals
- Effectiveness in ensuring all standards have been met and audit results, including cash audits and new business audits, are successful
- Effectiveness in assessing and resourcing staff training needs
- Effectiveness in coaching staff to obtain accuracy and service levels on audits
- Contribution to the development of staff as measured by improvement of their skill level
- Effectiveness in implementing corporate and district initiatives through positive influence and leadership
- Effectiveness of judgment in escalating issues
- Appropriateness of treatment of confidential material
- Ongoing focus on personal and professional development

**Impact on the Organization**:

- Contribution to retention of business
- Contribution to achievement of multi-line client goals
- Contribute to profitability and positive loss ratios through adherence to audit and underwriting standards

**Impact on the Client**:

- Effectiveness in ensuring a high level of customer satisfaction as measured by client feedback
- Timely delivery of services/ responses to client inquiries

**Impact on Team/Staff Development**:

- Effectiveness in managing the impact of changes on clients and staff
- Effectiveness of working relationships and communication with peers, agents, team members, district management
- Effectiveness of contribution to meetings

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