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Operations Manager, Integrated Marketing

1 month ago

Waterloo, Canada Definity Financial Corporation Full time

Job ID : 7112
Category : Sales & Distribution
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada
Posting Range : $74,100 - $136,500

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

**What can you expect in this role?**

Reporting to the AVP, Partnership & Operations within our Integrated Marketing & Communication (IMC) team, the Operations Manager provides leadership-level support for all operations requirements for the IMC team. The Operations Manager is a key leadership team member who ensures alignment to business priorities, service excellence for our internal partners, and cross-functional team efficiency.

This role represents a unique opportunity for an experienced professional to design how the team operates and has a meaningful impact on IMC efficiency and performance, and client satisfaction with IMC services.

Operations requirements span the lifecycle of distinct integrated marketing and communication programs, as well as across full business portfolios. Focus areas include:

- Intake management, cross-functional integration, and resource assignment
- Expectation management, service level monitoring, and reporting
- Continuous improvement and integration of processes, workflows, and technology

The incumbent works with IMC leaders and cross-functional specialists to drive strong results against key performance indicators (KPIs) and service level agreements (SLAs). The Operations Manager will ensure project efficiency is monitored, metrics are captured on completion, and opportunities for improvement are documented.

**Responsibilities**:
**Intake management, cross-functional integration, and resource assignment**
- Oversees intake and assignment of strategic, cross-functional initiatives that span Definity as supported by IMC; determines alignment to priority and strategy
- Coaches IMC team members on effective project management for all programs within IMC, with a focus on business outcomes and responsive planning and delivery
- Leads planning and alignment of workback schedules for IMC strategic priorities and corporate milestones to ensure alignment in execution
- Ensures barriers to success are readily identified and resolved, in coordination with the AVP, Partnership & Operations. Collaborates with IMC leaders and IMC Business Partners to ensure SLAs are met, challenges are addressed, and stakeholder expectations are well-managed

**Continuous improvement and integration of processes, workflow, and technology**
- Monitors and continuously improves the central, dynamic IMC request intake and related briefing and project processes
- Standardizes and continuously improves project kick-off and briefing processes
- Sets criteria for and applies a smart triage approach to intake, in alignment with strategic priorities and in partnership with IMC leadership team
- Pursues, recommends, and organizes team professional development opportunities for IMC leadership team and IMC department
- Evaluates technology and tool enhancements to strengthen workflow
- Leads initiatives to acquire and integrate technology and tools for use by the full IMC department, e.g., martech, commstech, artificial intelligence, project management software, automation tools, campaign delivery tools, etc.

**Expectation management, service level monitoring, and reporting**
- Accountable for deadline commitments and delivery schedules; monitors and reports on service level agreements and delivery
- Works closely with IMC Business Partners and IMC leaders to understand, report on, and improve service levels and service experience with internal clients, with a focus on timeliness and quality
- Works with IMC Business Partners and IMC leaders to ensure measurement and reporting occur and connect to intended business outcomes; as well as partners to engage with executives and decision-makers to negotiate priorities and delivery expectations
- Leverages reporting functionality to monitor project execution and overall achievement of business goals through delivery of IMC programs and resourcing
- Coordinates milestone celebrations and provides feedback to leaders to support opportunities for recognition or development

**What do you bring to the role?**
- 8-10 years progressive experience in marketing operations, project/program management and/or marketi