Insurance Manager

11 hours ago

Waterloo, Ontario, Canada FamGuard Group of Companies Full time
Job Title: Insurance Manager

We are seeking an experienced Insurance Manager to lead our Shared Services departments, including Quality, Training, Underwriting, and Administration. The successful candidate will be responsible for planning and evaluating department activities, managing team performance, and ensuring efficient and effective operation of the Shared Services departments.

Key Responsibilities:
  • Apply quality principles and practices to establish a strategic approach and improve operations and productivity.
  • Ensure 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, responding to member questions, concerns, or complaints, and initiating new business through incoming phone calls, mailings, and cross-marketing initiatives.
  • Establish strategic initiatives and accomplish financial objectives, gathering pertinent business, competitive, financial, service, and operations information.
  • Resolve product or service problems and member complaints, clarifying the complaint, determining cause, selecting and explaining the best solution, and making recommendations to management.
  • Build, develop, and retain a high-performing team, focusing on reducing customer effort and addressing customer issues.
  • Lead and engage employees, communicating job expectations and competencies necessary to be successful, and providing employees with the necessary resources.
  • Manage performance when performance does not meet established requirements, implementing corrective review processes and methods.
  • Support employees by responding to daily operational and sales/service questions, clarifying information, providing direction, and counseling as required.
  • 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 coordinate activities to achieve operational efficiency while adhering to the strategic plan, analyzing needs and directing changes as required.
Requirements:
  • University degree in business or an AIIC/CIP or CPIB designation.
  • AIC, RIBO, and/or AMF licence, (National Licensing would be considered an asset).
  • Minimum of four years' experience in a supervisory role.
  • Minimum of four years' experience in a call centre environment.
  • 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 competitive salary and benefits package, including a defined benefit pension plan, 100% premium coverage for group benefits, and a comprehensive mental wellness program. If you are a motivated and experienced professional looking for a new challenge, please apply online.

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