Operations Manager

3 weeks ago

Cambridge, Canada People Corporation Full time

We are seeking an Operations Manager to join our team in Cambridge.
You are expected to understand the People Corporation business operating model and provide strategic solutions in the development of the workflows, procedures, and processes within the Integrated Solutions service team. You will leverage your knowledge and expertise to enhance and unlock efficiencies.

**The Operations Manager will**:

- Report on capacity management to the leadership team, advising on any risks that have been determined and whether our teams are using their resources efficiently
- Manage and streamline the workflow for the team and determine on which client service team new and existing business should be placed based on volume of clients
- Identify strengths, weaknesses, risks, and opportunities for improvement within the service team’s existing workflow and establish effective solutions and processes to create efficiencies in our approach
- Provide actionable deliverables that guide the team with the purpose of improving the operational processes, policies, workflows, in support of customer service
- Lead the strategy of implementing processes that will lead to increased efficiency and higher productivity
- Create long-term strategies and initiatives to accomplish company objectives
- Manage data collection for updating operations metrics to achieve productivity, eliminate errors, and deliver excellent customer service
- Create and maintain a dashboard on client life cycle, monitoring key elements such as the completion of onboarding new clients
- Create and maintain a performance management dashboard that will be shared with the leadership team, giving key information such as number of cases, where the team may need assistance, team capacity information and any risk exposure
- Manage, evaluate, and ensure adequate staffing and performance levels
- Provide regular updates to leadership on team and individual performance and strategies to support growth
- Answer day-to-day questions and the needs of the team
- Complete onboarding for new clients
- Develop and implement strategies and activities to support client retention and renewal
- Maintain constant communication with leadership, staff, and clients to ensure appropriate operations of the team

**T**o be successful **as an Operations Manager** with People Corporation, you will need**:

- A Bachelor’s degree (or equivalent) in business or management or human resource
- 3 to 5 years' experience delivering solutions, managing, and motivating a team
- A broad understanding of the various aspects of business operations within a service-centric organization
- To understand the important link between process, structure and success
- The ability to function and motivate teams in high pressure environment
- To identify abilities within team and strengthen opportunities to build skill sets
- The ability to take the bigger picture and break it down into manageable progressive steps to ensure progress is made on multiple projects
- Excellent written and oral communication skills - be able to communicate clearly, with purpose, and adapt communication style appropriately to suit audience. You must also effectively collaborate with senior executive stakeholders and their teams
- To effectively use data to build, deliver and translate tactile information into trends and meaningful messages for senior leaders
- To demonstrate good critical thinking, analytical, and problem-solving skills
- Experience in the Group Benefits & Retirement industry, especially in the broker community
- Life license (LLQP)
- GBA accreditation
- Underwriting knowledge
- Past client relationship responsibilities
- Experience in onboarding new staff
- Bilingualism (English/French)

**What's in it for you**:

- Learn by working alongside our experts
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & Wellness offerings
- Mental Health programs and support for you and your family
- Assistance for the completion of industry designations
- Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

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