Head of Member and Customer Service

Company Description

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:
**Head of Member and Customer Service (Hybrid and remote work options available)**

**Job Description**:

- Working with Executive Management to establish strategic growth initiatives and accomplishes financial objectives. This includes gathering pertinent group, marketing, financial, sales, and operations information and forecasting requirements to prepare an annual budget and schedule expenditures.
- Works with Business Development, Marketing, and Sales to ensure plans are clearly aligned with business objectives and meets regularly to compare results to plan.
- Participates in the budget exercise to ensure growth objectives are achieved by regularly evaluating results and educating the management team on financial issues impacting budget; by reviewing financial and non-financial reports and devising solutions and/or improvements (i.e. monthly review of Insurer reports for trending, client retention and premium growth, weekly and monthly reports for trends in quote and call activity, sales and retention, and premiums generated); and by analyzing issues to provide solutions to ensure customer satisfaction and program growth.
- Oversees all Service and Lifestyle operations and business activities to ensure they are consistent with the overall strategy of improving the top and bottom line, and to assure a smoothly functioning unit.
- Ensures service quality and organizational stability through development and implementation of quality control standards and financial and internal controls, ensuring acceptable results on a consistent basis. Continuously reviews and evaluates processes, procedures, and systems to ensure optimal operational effectiveness. Initiates changes deemed necessary to improve operations.
- Leads the performance management process by communicating job expectations and tracking progress of individual activities and effectiveness. This includes determining team and individual goals; offering job coaching and training; conducting monthly one
- on-one meetings; motivating and providing support to help employees meet objectives and quality requirements; reviewing progress; and offering feedback as required.
- Fosters high performance and leads teams by recruiting, selecting, and training individuals; by communicating strategies and objectives; and by providing team members with essential resources for performing individual job responsibilities efficiently and effectively. Ensures team members meet their targets to achieve overall organizational growth.
- Maintains trust relationships with key internal and external partners by participating in regular meetings to discuss results, negotiate promotions and potential changes.
- Maintains professional and technical knowledge by attending workshops, reviewing professional publications, establishing personal networks in insurance, benchmarking best-in-class practices, and participating in professional associations.

**Qualifications**:

- RIBO license is required.
- A minimum of 15 years of experience in individual insurance underwriting, service, and administration including a minimum of 5 years’ experience in a senior management role.
- A minimum of 5 years of experience in managing operations.
- Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- Superior time management and organizational skills to manage competing priorities.
- The ability to communicate in French is considered an asset.

Additional Information
**What we offer**:

- Competitive salary and bonus structure
- Industry-leading employer-paid group benefits that start on your first day
- Defined benefit pension plan
- 100% coverage of continuing education and licensing fees
- Flexible work from home and hybrid options
- Opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._

LI-Hybrid #LI-Remote