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Senior Manager, Operations Excellence
2 months ago
About the Role
We are seeking a seasoned Executive Director, Operations to join our divisional leadership team at People Corporation. As a key member of our leadership team, you will play a critical role in driving the success of our Multi-Employer client segment.
Key Responsibilities
- Develop and implement strategies to enhance client service delivery, ensuring seamless interactions across digital and in-person channels.
- Build a high-performing, client-centric culture, identifying and developing talent, and managing performance across the organization.
- Create succession plans for key leadership roles within Operations, ensuring continuity and growth.
- Establish operational capacity with contract resources, including Pension IT and capacity support.
- Collaborate with leadership to identify and implement employee engagement initiatives, driving a positive and inclusive work environment.
- Identify and champion projects to drive efficiency, standardization, and innovation, including Claims Centre of Excellence and contact centre.
- Build relationships and agree on service expectations with Benefit Solutions Leaders, ensuring alignment and effective communication.
- Establish a cadence of reporting, escalations, and operational opportunity prioritization with Benefit Solutions Consulting leaders.
- Ensure digital capabilities align with client and member expectations, positioning the organization as a leader in the marketplace.
- Align commitments with those of consulting and account management teams, driving a cohesive and customer-centric approach.
- Provide requirements and feedback to inform platform roadmap and projects, ensuring strategic alignment.
Requirements
- 7-10 years of experience in an operations leadership role, preferably in the group insurance industry.
- Expert knowledge of group health, medical, and life insurance benefits, as well as working knowledge of pension benefits.
- Experience working with or supporting the administration of Union and/or Multi-Employer group benefits.
- Experience with benefit claims adjudication and payment, preferably on behalf of insurers or trust funds.
- Exceptional leadership capabilities, including managing dispersed and complex teams, and a positive track record of influencing for results.
- A proven people leader with high emotional intelligence.
- Demonstrated abilities in coaching, mentorship, and developing a learning and development mindset amongst teams.
- An agent of change, experienced in leading teams to overcome obstacles and drive change.
- Strong awareness of cultural diversity.
About People Corporation
We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions, serving over 20,000 clients representing nearly 3 million Canadians. Our experts and solutions are designed to help businesses succeed, and we are committed to creating an inclusive, accessible environment where all employees and clients feel valued, respected, and supported.
