Director, Service Centre Operations

Overview:

Reporting to the Vice President & Chief Operations Officer (COO), the Director, Service Centre Operations (SCO) is responsible and accountable for the overall leadership of service and operations for an assigned portfolio of Manitoba Public Insurance (MPI) Service Centres and workgroups. These units cumulatively represent a large portion of the total corporate financial exposure. The Director provides leadership to position the corporation as a best-in-class claims and customer service delivery organization through leading continuous improvement initiatives and through exceptional operational planning, measurement and execution. The role acts as the directorate's primary claims authority and is accountable for claims quality.

The Director, Service Centre Operations is accountable for overall service delivery within the directorate, addressing operational issues related to products and services, as well the development and management of operational processes and policies for adjusting Physical Damage Claims, and service delivery of Estimating, Driver Licensing, Driver Testing, and Insurance & and Vehicle Registrations. The position is responsible for understanding a wide variety of policy types, complex tort claims, insurance laws and principles of various jurisdictions across North America.

As part of the SCO leadership team, the Director, Service Centre Operations is accountable for customer service quality and performance metrics of the directorate and collaboratively acts on behalf of the Customer Service Division for transformational change initiatives.

Responsibilities:

Service Delivery and Customer Service:

• Provide strategic leadership, vision and direction for a best-in-class customer service organization, including claims adjusting and estimating, driver examination services, and driver and vehicle licensing transactions, including enhanced identity services.
• Responsible for promoting and implementing the corporate service vision and philosophy throughout the directorate.
• Responsible for customer performance metrics for MPI's SCO, ensuring an accurate reflection of performance and achievement of Corporate and divisional objectives.
• Responsible for resolving complex customer service issues.
• Responsible for managing the distribution of customer demand across all service and claim centres (including mobile and remote locations) and coordinating with Service Operations management to ensure consistency and quality of service.
• Ensure service delivery is consistent from channel to channel and from centre to centre according to expected service levels.

Continuous Improvement and Cost Control:

• Provide claims and estimating services in a cost-effective manner by continually assessing fiscal risk and implementing action to avoid or mitigate this risk.
• May be involved in the negotiation and management of external stakeholders and contracts such as:
• Manitoba Commercial Vehicle Repair Association (MCVRA)
• Association of Manitoba Municipalities
• Manitoba Car and Truck Rental Association (MCTRA)
• City of Winnipeg
• Manitoba Hydro
• Work in conjunction with other divisions and Directors to implement corporate initiatives or strategies.
• Actively identify, investigate and promote continuous improvement initiatives to reduce costs and improve efficiencies.
• Overall accountability for the control and monitoring of petty cash, IWS, subrogation and claim buy-back funds.
• Liaise with technical/policy areas regarding emerging trends in customer concerns about services or products.
• In collaboration with product and service owners and business development, actively participate in, support and encourage the introduction of new or changed products and services in line with customer requirements.
• Act as a key change agent in leading local transition to new and updated procedures and processes by minimizing productivity loss in terms of service delivery and cost control during the transition period.

Claims Authority and Management:

• Act as the overall claims authority within the directorate
• Oversee and be accountable for out of province claims activities.
• Provide guidance in setting expectations on the corporate approach for Relief from Forfeiture and Ex Gratia.
• Support service centre management in resolving complex property damage and business interruption claims.
• Provide strategic leadership, vision and direction for a best-in-class claims delivery organization.
• Responsible for the resolution of complex claims issues on a province-wide basis, relating to claims quality, customer complaints, and claims service standards.
• Responsible for managing claims metrics province-wide, ensuring an accurate reflection of performance and achievement of corporate and divisional objectives.

Stakeholder Relationship Management:

• Represent MPI at various community events, and with volunteer groups, business partners and customers in a manner that is consistent with our Corporate Values.
• Develop and maintain strong, mutually beneficial and equitable working relationships with our customers and business partners, in part to understand the changing service needs of the community and then to act upon them.
• Accountable for maintaining a strong working relationship with business partners such as MCVRA, AMM, MCTRA, MTA, Taxicab representatives, commercial brokers, repair industry, towing contractors, law enforcement, the legal community, independent adjusters, government entities such as the City of Winnipeg and Manitoba Hydro, and the insurance industry.

Qualifications:

Education:

• Degree in Commerce, Business Administration, Finance, or related discipline.
• Chartered Insurance Professional (CIP or FCIP) designation and/or other professional business designation is an asset.

Experience:

• Ten years of related experience, of which five years are in a management or leadership capacity.
• Experience in business transformational change and claims handling is an asset.

Technical Knowledge and Skills:

• Strong analytical skills to problem solve and recommend solutions in order to quickly make accurate decisions that can affect customers and have a significant financial impact on the corporation.
• Strong working knowledge of all corporate policies and procedures involving claims.
• Sound technical knowledge respecting liability assessments, subrogation concepts, policy interpretation, and loss handling.
• Strong oral and written communication and negotiation skills.

Conditions of Employment:

• Valid Class 5 drivers licence
• Access to a personal vehicle
• Willing and able to travel internationally.
• Valid passport

Employee Benefits:

Health benefits

We offer a comprehensive health benefits program that includes:

• flexible health, dental and vision plans
• health spending account
• travel health coverage
• other extended health benefits such as ambulance, massage and physiotherapy

Financial security

In an effort to support financial security, we offer:

• registered pension plan
• group, dependent, and optional life insurance coverage
• critical illness insurance
• sick leave to cover short-term disability
• long-term disability

Wellness

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

• vacation entitlement
• flexible work arrangement for eligible positions
• maternity, parental and adoptive leaves
• bereavement and family responsibility leaves
• employee and family assistance program
• mental-health programming
• lunch-and-learn offerings
• discounted gym memberships and wellness account

Diversity and inclusion

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

Employee recognition

It's important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

Professional development

We want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.

Safety and health

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.