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Operations Manager

3 weeks ago

Stoney Creek, Canada Tripemco Insurance Group Full time

**Job Title: Operations Manager**
**Reports To**: President
**Direct Reports**: CSR/Account Managers, TSR/Account Administrators

**About the Role**:
**Key Responsibilities**:

- Lead and manage the service team to deliver high-quality support.
- Design and implement training plans, procedural documents, and operational resources to optimize team performance.
- Ensure staff compliance with company protocols and timely execution of responsibilities.
- Conduct regular one-on-one performance reviews with Account Managers and Account Administrators.
- Support the President in holding Account Executives accountable through meetings and performance tracking.
- Enforce standards for punctuality, attendance, and performance among support staff.
- Ensure a smooth and organized onboarding process for new hires.
- Identify staffing needs for Brokerage Support in collaboration with the President; assist in interviewing and hiring.
- Organize and lead recurring team meetings to review processes and address challenges collaboratively.
- Partner with the senior leadership team to contribute to strategic planning and growth initiatives.
- Work closely with the accounting team to ensure adherence to brokerage accounting rules and regulations.
- Collaborate with the President to identify and implement operational improvements.
- Manage staff schedules and ensure adequate support coverage.
- Coordinate the collection and organization of annual vacation requests from staff.
- Perform additional duties as assigned.

**Qualifications**:

- Proven experience in operations management, team leadership, or a related role.
- Strong organizational and communication skills.
- Ability to lead and motivate teams, enforce accountability, and drive performance.
- Experience with hiring, onboarding, and process optimization.
- Knowledge of brokerage operations or accounting processes is a plus.
- Comfortable working in a fast-paced, collaborative environment.

**Why Join Us?**
This is a unique opportunity to shape a new leadership role within a growing organization. You'll work directly with the President and leadership team to make a real impact.