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Insurance Operations Manager
1 month ago
At the OTIP Group of Companies, we are seeking an experienced Insurance Operations Manager to lead our shared service departments. As a key member of our team, you will be responsible for managing the planning and evaluation of department activities, ensuring efficient and effective operation of the Shared Services departments, and maintaining acceptable service levels for the business unit.
Key Responsibilities:- Apply quality principles and practices to establish a strategic approach and improve the organization's operations and productivity.
- Ensure efficient and effective operation of the Shared Services departments, including setting targets, developing training plans and processes, coordinating workflows, and communicating with other managers in a matrix environment.
- Maintain acceptable service levels for the business unit to align with corporate standards.
- Partner with other front-line managers to ensure proper workforce management strategies are in place to achieve call centre metrics.
- Resolve product or service problems and member complaints as required.
- Build, develop, and retain a high-performing team with a clear focus on reducing customer effort and addressing customer issues.
- 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.
- 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.
- Best-in-class pension and benefits.
- Total reward programs.
- Comprehensive mental wellness supports.
