Insurance Operations Manager
Location: Remote within Canada or Hybrid in Kingston
The total target compensation (TTC) range, including salary and target bonus, is $99,568 - $145,600. This TTC range is applicable to permanent roles only. The actual base salary offered within this range will be determined by the successful candidate’s skills and experience, as well as internal equity.
Empire Life is looking to hire an Insurance Operations Manager to join our Retail Operations team! We are actively seeking candidates to fill a current, open position.
Why pursue this opportunity- Impactful work - get the opportunity to work on meaningful projects that have a positive impact on our customers, our company, and society as a whole.
- Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.
- Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.
- Have your voice heard - with a fresh perspective, we welcome those that can highlight opportunities for improvement. We encourage creative and innovative thinking and welcome candidates who are not afraid to challenge the status quo.
What you’ll be working on- Ensures effective decision-making and communication, and efficient performance of team members by providing consistent and strong leadership
- Manages operations and performance of functions to ensure that teams and individuals are meeting or exceeding objectives and that service provided meets or exceeds established guidelines
- Provides clear direction through the development of standards, policies and procedures and metrics
- Ensures that the team responds to policyholder/advisor enquiries and business issues in a timely and accurate manner
- Supports strategic change management, execution and measurement of operational deliverables and the implementation of project and process driven improvements to the operating model
- Manage the business unit and guide the the team, including telecommuting employees, by planning, organizing, leading and monitoring operations and performance so that established operations and service targets are met and exceeded in order to achieve effective resolution to all enquiries, requests and concerns serving all distribution channels
- Continually review and improve internal business processes on an on-going basis; implement operational changes as required
- Develop and promote a customer service orientation for delivery of service, resolution of problems and escalations and collaborate in the Customer Relations Complaint process
- Take appropriate action in response to various statistical, performance and quality reports for management review and analysis to ensure customer service objectives are met or exceeded
- Acts as a contributing member of the Retail Operations management team
- Provide technical expertise, make timely and effective decisions on products and project launches
- Coach and mentor team members; identify employee training and development needs; participate in the hiring and employment process, set employee goals and objectives, manage employee performance
- Monitor workload and workflow, adjust employee levels as required to sustain service standards
- Create action plans; develop and maintain operational procedures for each function performed in the unit and update and revise procedures as needed.
- Collaborate with