Vice-president & Chief Operations Officer

Overview:
As a member of the executive leadership team, the Vice President & Chief Operations Officer will provide strategic and operational leadership to MPI’s customer service delivery functions. They will also build strategic relationships and partner with MPI’s 800+ brokers and their associations to provide high-quality, effective, and accessible service delivery to all Manitobans.

The Vice President and & Chief Operations Officer will also be accountable for developing strategic plans and translating them into operational and business plans for the division. This includes defining and executing on the divisional roadmap in collaboration with the President & CEO and executive leadership team.

Finally, the Vice President & Chief Operations Officer will be responsible for continuously building and managing a high-performance organization with dedicated, skilled, engaged and customer-focused team members, with effective governance and risk practices.

**Responsibilities**:
**Accountability 1: Strategic Planning & Transformation**:

- Participates in the development of the vision, direction, goals, and objectives of the corporation.
- Provides strategic direction for the division and ensures the development of divisional strategies and solutions that support the corporate vision, direction, goals, and objectives.
- Translates strategic plans into operational and business plans for the division and communicates operational objectives to all employees and appropriate stakeholders.
- Defines and champions the execution of the divisional roadmap in coordination and collaboration with the President & CEO and leadership team.
- Ensures strategic, operational, and business plans meet business needs and expectations of Manitobans, MPI departments and other internal stakeholders.
- Drives innovation and creative solutions to address business challenges.
- Champions transformation throughout the division and corporation, including acting as the seniormost business sponsor of the in-flight operations transformation program (currently named Project NOVA)

**Accountability 2: Operational & Performance Leadership & Compliance**:

- Provides expert advice and guidance and identifies related operational impacts across the full range of business strategy, programs, products and services and operational issues.
- Ensures divisional operational activities are provided in an efficient and effective manner, maintaining the highest degree of service delivery.
- Directs a pro-active and responsive operations function in a cost-effective manner, in line with approved budgets as monitored through budget variance reports.
- Oversees service delivery and demand management, including cross-channel demand and service offering planning, ensuring direction and policy guidance on demand management, and implementation of effective demand deflection strategies across service channels.
- Ensures the delivery of all customer service operations through service centres across the province, including customer and claims services, and vehicle standards and inspections.
- Oversees broker service operations, including broker contract management, implementing strategies and programs that measure and improve broker performance, and ensure consistently high levels of customer service and satisfaction.
- Manages all delivery aspects of insurance and licensing operations, including vehicle registration, driver licensing and driver records, and maintains corporate accountability for customer account receivable management and rates appeal process.
- Oversees contact centre management operations and business development, promoting initiatives that demonstrate and leverage contact centre services corporately.
- Builds and sustains productive relationships with key business partners, including oversight and negotiation of new business agreements and compensation schedules.
- Oversees the design, implementation and assessment of innovative and value-added services that meet the evolving needs of Manitobans.
- Ensures the development and enforcement of fair and consistent policies, practices, standards, and procedures for delivery of all service operations.
- Develops and implements processes and practices to identify and address needs and expectations of Manitobans, MPI departments and other internal stakeholders.
- Ensures the analysis, maintenance, and communication of records required by law or local governing bodies, are efficiently maintained, and updated as needed.
- Reviews and updates operational practices on a regular basis to ensure operational efficiency and compliance with regulations.
- Conducts field audits to ensure compliance is maintained.
- Serves as a change champion in the organizational change process to produce an improved work environment and oversees the development and implementation of divisional programs which meet current and future needs.
- Participates on the corporate executive level risk committee responsible for the mana