Insurance Operations Manager

2 months ago

Kitchener, Ontario, Canada FamGuard Group of Companies Full time
Job Summary

We are seeking a highly skilled and experienced professional to lead our Shared Services departments, including Quality, Training, Underwriting, and Administration. The successful candidate will be responsible for planning, evaluating, and managing the performance of these departments to support the achievement of our strategic objectives.

Key Responsibilities
  • Develop and implement quality principles and practices to improve operations and productivity.
  • Manage the efficient and effective operation of the Shared Services departments, including setting targets, developing training plans, and coordinating workflows.
  • Maintain acceptable service levels for the business unit, aligning with corporate standards.
  • Partner with other front-line managers to ensure proper workforce management strategies are in place to achieve call centre metrics.
  • Attract new business through responding to member inquiries, concerns, or complaints, and initiating new business through incoming phone calls, mailings, and cross-marketing initiatives.
  • Establish strategic initiatives and accomplish financial objectives, including gathering business, competitive, financial, service, and operations information, and collecting forecasting requirements to prepare an annual budget.
  • Resolve product or service problems and member complaints as required, clarifying the complaint, determining cause, selecting and explaining the best solution, making recommendations to management, and following-up to ensure resolution.
  • Build, develop, and retain a high-performing team with a clear focus on reducing customer effort and addressing customer issues, including recruiting, selecting, and training individuals, performance management, communicating strategies and objectives, and providing employees with the necessary resources.
  • Lead and engage employees by communicating job expectations and competencies necessary to be successful, building plans to address any missing skills and competencies, tracking progress of employees in relation to expectations and competencies, providing timely feedback on how effectively employees are applying knowledge and skills to achieve job expectations, and rewarding effective performance.
  • Manage performance when performance does not meet established requirements by appropriately implementing the corrective review processes and methods.
  • Support employees by responding to daily operational and sales/service questions from Sales and Service Representatives, clarifying information, providing direction, and counseling as required, and providing necessary data and assists the Sales and Service Representatives with home and auto presentations, seminars, etc.
  • Represent the brokerage with other insurance companies within the insurance community, maintaining communication and resolving procedural and underwriting problems as required.
  • Provide information to the VP of Service and Strategic Partnerships, including annual objectives, business opportunities, results, trends, and competitive information.
  • Manage the department and coordinates activities to achieve operational efficiency while adhering to the strategic plan, analyzing needs and directs changes as required.
Requirements
  • A university degree in business or an AIIC/CIP or CPIB designation.
  • An AIC, RIBO and/or AMF licence, (National Licensing would be considered an asset).
  • A minimum of four years' experience in a supervisory role.
  • A minimum of four years' experience in a call centre environment.
  • A minimum of three years' experience in underwriting personal lines property and automobile insurance.
  • Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
  • Superior time management, project management, and organizational skills to manage competing priorities.
  • Intermediate knowledge of Microsoft Office Suite applications.
  • The ability to communicate in French is considered an asset.
Working Conditions
  • Overseeing a general call centre environment.
  • Ability to be flexible with working hours, including weekend shifts.
  • May be required to work overtime.

We offer a comprehensive benefits package, including best-in-class pension and benefits, total reward programs, and comprehensive mental wellness supports. If you are interested in this opportunity, please apply online.

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