Executive Vice-President and Chief Operating Officer

3 days ago

Winnipeg, Manitoba, Canada Manitoba Public Insurance Full time
Job Summary

We are seeking a highly experienced and skilled Executive Vice-President and Chief Operating Officer to join our team at Manitoba Public Insurance. As a key member of our executive leadership team, you will be responsible for providing strategic and operational leadership to our customer service delivery functions.

Key Responsibilities

Strategic Planning & Transformation:

  • Participate in the development of the corporation's vision, direction, goals, and objectives.
  • Provide strategic direction for the division and ensure the development of strategies and solutions to support the corporate vision, direction, goals, and objectives.
  • Define and execute the divisional roadmap in coordination and collaboration with the President & CEO and executive leadership team.
  • Drive innovation and creative solutions to address business challenges.
  • Champion transformation throughout the division and corporation by ensuring a clear understanding of the business and the identification of appropriate solutions.

Operational & Performance Leadership & Compliance:

  • Provide expert advice and guidance and identify related operational impacts across the full range of business strategies, programs, products, and services, and operational issues.
  • Oversee service delivery and demand management, including cross-channel demand and service offering planning, ensuring direction and policy guidance on demand management, and implementation of effective demand deflection strategies across service channels.
  • Ensure the delivery of all customer service operations through service centres across the province, including customer and claims services, and vehicle standards and inspections.
  • Oversee broker service operations, including broker contract management, implementing strategies and programs that measure and improve broker performance, and ensure consistently high levels of customer service and satisfaction.
  • Manage all delivery aspects of insurance and licensing operations, including vehicle registration, driver licensing, and driver records, and maintain corporate accountability for customer account receivable management and rates appeal process.
  • Oversee contact centre management operations and business development, promoting initiatives that demonstrate and leverage contact centre services corporately.
  • Oversee the design, implementation, and assessment of innovative and value-added services that meet the evolving needs of Manitobans.
  • Ensure the development and enforcement of fair and consistent policies, practices, standards, and procedures for the delivery of all service operations.
  • Serve as a change champion in the organizational change process to produce an improved work environment and oversee the development and implementation of divisional programs that meet current and future needs.
  • Participate on the corporate executive-level risk committee responsible for the management and oversight of all the forms of risk and the Enterprise Risk Management program within the Corporation.

People Leadership, Development & Training:

  • Ensure the development, implementation, and maintenance of an effective structure for the delivery of services.
  • Sustain a high-performance culture and environment where multiple perspectives are sought out, appropriate risks are encouraged, and employees are committed to excellence in service delivery.
  • Ensure employees throughout the division have the knowledge, awareness, technical skills, and competencies to contribute to the Corporation's vision and success.
  • Engage in talent management and succession planning to meet current and future needs.

Requirements

  • Over 15 years of senior leadership experience in service and operations management, project management, and business transformation and innovation in a complex environment.
  • Senior leadership experience in the insurance or financial services industry would be an asset.
  • Bachelor's degree in commerce, business administration, or related field. Master of Business Administration (MBA) is an asset.
  • Completion of one or more of the following professional designations is considered an asset:
  • Capable of positively engaging executive management, the Board of Directors as well as influential external stakeholders.
  • Knowledge of corporate governance issues as well as an understanding of emerging trends and issues as they affect Crown corporations.
  • Strong organizational skills along with the ability to plan and manage multiple complex projects and tasks simultaneously.

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