Manager, Business Operations Support
4 weeks ago
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**:
Reporting to the Director, Business Solutions you'll be accountable for the activities of business facing operational functions to ensure continuation of current business practices and services. This includes the facilitation and coordination of cross functional business operational activities and business analysis. The Manager is accountable for the implementation and management of agreed to practices and processes, including appropriate SLAs. The role participates in the development of enterprise solutions strategy, ensuring alignment with the strategies of our business partners.
The core parts of your role will be to:
Support Process and Operational Management Practices- Manages business facing operational support and cross functional business operational activities, including the call centre workforce management function.
- Creates and executes operating models and resource work plans, revising as appropriate to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities.
- Establishes and maintains operational support SLAs and operating practices and processes. Establishes and enforces adherence to operational SLAs and directives for verifiable practices.
- Working with business and ESO partners, manages development of practices and processes that lead to potential solutions that resolve clearly stated business problems and operational inefficiencies.
- Provides forward-looking vision when designing solutions to maintain flexibility and future integration opportunities.
- Works collaboratively and professionally with internal stakeholders, fulfilling WFM commitments to the business. Translates business changes to workforce management impacts for long term planning.
- Ensures ongoing viability, usability and functionality of existing operational support in alignment with business strategy.
Leadership
- Responsible for team development through recruiting, leading, coaching, mentoring and developing team members to meet service and delivery requirements. Maintains a safe, secure, and legally compliant work environment.
- Reports on team goals, KPIs and roadmaps. Identifies and evaluates trends and options.
- With a strong sense of business insight and spirit of collaboration, builds and maintains relationships with management, staff and other stakeholders including vendors. As part of the ESO leadership, develops and maintains, models and processes for engaging and informing stakeholders. Engagement and informing may include items such as technology trends, metrics, and cross departmental education.
- As a leader, fosters balance between change and continuity, and acts as effective liaison in challenging situations to achieve desired results. Demonstrates a commitment to accept, implement and lead the behavioural and technical changes required to achieve organizational goals.
- Creates an environment to engage and develop others to work congruently toward achieving common goals within the direct team and in the organization at large.
- Develops and manages departmental goals, effective KPIs and roadmaps based on defined strategies and goals. Identifies and evaluates trends and options.
- Maintains quality service by developing and enforcing quality and customer service standards. Analyzes and resolves quality and operational support problems. Identifies trends. Recommends system improvements.
- As a member of the Business Solutions management team, work with team members to implement appropriate frameworks and manage service levels, incidents and problems.
- Maintains personal expertise on applicable technology and future trends. Uses expertise as foundation for contributing to discussions and recommendations regarding future technology direction at OTIP.
**Qualifications**:
**Let's Talk About You**:
- A minimum of 5 years' experience in financial services, insurance, or related industries.
- Experience with value stream mapping, process flows, and other techniques involved in managing effective change.
- Strong facilitation skills with the ability to plan and facilitate workshops, brainstorming and planning sessions, including process reviews.
- The ability to translate business issues into problem statements or risk asse
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