Insurance Operations Manager, Orbit Shared Services

3 days ago

Waterloo, Ontario, Canada FamGuard Group of Companies Full time
About the Role

This is an exciting opportunity to lead the Shared Services departments of Quality, Training, Underwriting, and Administration at Orbit Insurance. As the Manager, you 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:

  • Quality Management: Apply quality principles and practices to establish a strategic approach and improve the organization's operations and productivity.
  • Department Management: Set targets, develop training plans and processes, coordinate workflows, and communicate with other managers in a matrix environment.
  • Service Level Management: Maintain acceptable service levels for the business unit to align with corporate standards.
  • Business Development: Attract new business by responding to members' questions, concerns, or complaints, and initiating new business through incoming phone calls, mailings, and cross-marketing initiatives.
  • Financial Management: Establish strategic initiatives, accomplish financial objectives, and manage an annual budget.
  • Customer Service: Resolve product or service problems and member complaints as required.
  • Team Leadership: Build, develop, and retain a high-performing team with a clear focus on reducing customer effort and addressing customer issues.
  • Performance Management: Lead and engage employees by communicating job expectations and competencies necessary to be successful.
  • Cross-Functional Collaboration: Support employees by responding to daily operational and sales/service questions from Sales and Service Representatives.
  • External Representation: Represent the brokerage with other insurance companies within the insurance community.

Requirements:

  • A university degree in business or an AIIC/CIP or CPIB designation.
  • An AIC, RIBO and/or AMF licence.
  • 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.

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