Manager, Orbit Shared Services

6 months ago

Waterloo, Canada Orbit Insurance Services Full time

**Company Description** Who We Are**

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.
**Job Description** 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:

- 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.
- 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.

**Qualifications** Let’s Talk About You**:

- 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.
- 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.
- Travel required.

**Additional Information** Some of the Perks We Offer**:
We offer best-in-class pension and benefits, total reward programs and comprehensi

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