Operations Support Leader
3 weeks ago
he Operations Support Leader is responsible for underwriting assignment and oversight on centralized administrative duties managed by the Operations team to ensure proper governance and adherence to business best practices.
ACCOUNTABILITIES- Monitor weekly capacity and availability to optimize underwriting capacity, escalating any gaps or trends to senior leaders and coordinating proper support to adhere to SLA agreements.- Help protect the operations ability to meet customer and broker demand by Identifying and implementing opportunities to improve sub-optimal processes that constrain the operation delivering what matters- Manage central support scheduling to ensure available resources to meet forecasted broker demand.- Conduct daily reviews demand and implement a broker/underwriting focused repatriating strategy.- Continuously analyze and challenge central support and assignment processes to identify waste and opportunities for improved workflow that will drive better customer outcomes.- Maintain centralized support intake mailbox by cleaning up folders on an ongoing basis.- Conduct weekly reviews of the Underwriting CaseManager queues to ensure quality and control management.- Perform monthly audits of Support Team tasks completed (both New Business Triage and/or Endorsement processing).- Act as a resource for other Operations Support team and provide guidance on UW assignment issues, escalating any trends to the Operations Sr. leader, making recommendations on how to remedy systemic issues.- Accountable for keeping the UW Assignment ‘Guidebook’ up-to-date with only current and applicable information.- Promote and help embed a systems thinking methodology within the Operations team.- Accountable to maintaining Support Team authority licenses, providing training and upskilling when necessary.- Coach and support team through change, mentoring Support Specialists to build central support capability and increase productivity.
Requirements:
- Minimum 5 years experience in an insurance operations role or equivalent- Experience in a commercial underwriting department preferred- Attention to detail, self-starter and the ability to be adaptable to changing business environments in order to foster collaboration- Ability to adopt business strategies and manage ongoing changes- Understanding of typical commercial insurance underwriting handling procedures- Superior analytical, problem-solving and decision-making skills- Strong stakeholder management skills- Significant experience of working in a change environment- Excellent verbal and written communication skills, interpersonal skills- Flexible to accommodate stakeholders in time zones across Canada- Bilingualism (English and French) an asset
What you’ll get
- Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
- Our vacation package starts at 4 weeks + the opportunity to buy an extra week.
- Exceptional Career Development opportunities.
- Hybrid work arrangements.
Additional Information
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