Manager, Business Operations

PPI (an independent subsidiary of iA Financial) is an Insurance Marketing Organization that sits between independent advisors and insurance companies. From coast-to-coast, we provide value-added services and support such as digital tools, education, marketing, and processing, to help Advisors elevate and grow their business with a socially responsible mindset.

At PPI, each day you have the opportunity to make a meaningful difference when you support our independent insurance advisors in providing financial security and peace of mind to their clients: Canadian families and businesses.

When you join PPI you will be part of a diverse, inclusive and equitable place to work that values different perspectives. You will benefit from a culture that is people-focused, inclusive and collaborative with opportunities to learn and develop your skills, develop your career and make a meaningful impact.

Our people drive our progress through innovative ideas and a commitment to excellence. We work hard and always ensure we have fun along the way.

**Manager, Business Operations**

The Manager, Business Operations is responsible for directing and overseeing the operations team by providing leadership and direction to the New Business, Policy Service and office administration staff. The Manager is accountable for planning and maintaining work systems, procedures and policies that enable and encourage optimum staff performance.

**Responsibilities**:

- Effectively plan and allocate appropriate staff and resources to ensure workflow within the operations team meets productivity, departmental and quality goals, and maintains PPI’s service standards.
- Provide on-going management to the operations team including workflow review, performance reviews, vacation scheduling and attendance tracking, as well as the recruitment of new staff.
- Coach, mentor and provide ongoing development of the team through needs assessments, on-the-job feedback and training.
- Foster and promote an environment of teamwork to ensure effective synergy and collaboration across all areas of the organization to enable each employee and department to succeed.
- Ensure all members of the team are working toward achieving identified department objectives.
- Ensure relevant controls and feedback systems are in place to effectively monitor the operations of the team.
- Ensure the effective and timely handling of escalated issues.
- Monitor administrative and operational processes within the office to ensure consistent implementation of national standards.
- Act as liaison between the sales and operations teams.
- Ensure the highest level of customer service standards are maintained among self and staff in order provide an Indispensable Service to advisors.
- Prepare weekly reports for the management team indicating identified tasks and results.
- Monitor reports on a weekly, monthly and quarterly basis, editing as necessary to ensure data quality, and provide feedback and training as needed.
- Conduct monthly audits of operations team members to ensure processes are followed and standards are met.
- Proactively participate in operational meetings, both nationally and locally.
- Special projects as identified and assigned.

**Education, Experience and Skills**:

- Minimum of 10 years of experience in the insurance industry
- Several years experience in the management of staff, including hiring, performance management and training
- Industry designations (ALMI, FLMI, ACS) desirable
- In-depth knowledge of life insurance terminology and administration systems
- Strong understanding the marketing side of insurance sales/business
- Results driven with demonstrated leadership ability
- Considerable experience in a highly service-oriented role
- Expert organizational and time management skills with proven ability to organize self and others while handling high volumes of work and tight deadlines
- Excellent written and oral communication skills
- Exemplary interpersonal skills with a demonstrated ability to develop and maintain relationships and foster an environment of teamwork
- Effective problem-solving skills
- Ability to think critically and see the big picture
- Ability to represent self, office, and organization in a professional, positive manner at all times
- Ability to handle sensitive and confidential information in a professional manner
- Self-starter with the ability to change direction when needed and flourish in environments of significant change
- Proficient computer skills with Microsoft Office programs

**Company Overview**:
**About**:
iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Cana