Insurance Operations ManagerLocation: Remote within Canada or Hybrid in KingstonThe 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 opportunityImpactful work- get the chance 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 onEnsures effective decision-making and communication, and efficient performance of team members by providing consistent and strong leadershipManages operations and performance of functions to ensure that teams and individuals are meeting or exceeding objectives and that service provided meets or exceeds established guidelinesProvides clear direction through the development of standards, policies and procedures and metricsEnsures that the team responds to policyholder/advisor enquiries and business issues in a timely and accurate mannerSupports strategic change management, execution and measurement of operational deliverables and the implementation of project and process driven improvements to the operating modelManage the business unit and guide 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 channelsContinually review and improve internal business processes on an on-going basis; implement operational changes as requiredDevelop and promote a customer service orientation for delivery of service, resolution of problems and escalations and collaborate in the Customer Relations Complaint processTake appropriate action in response to various statistical,



performance and quality reports for management review and analysis to ensure customer service objectives are met or exceededActs as a contributing member of the Retail Operations management teamProvide technical expertise, make timely and effective decisions on products and project launchesCoach and mentor team members; identify employeetraining and development needs; participate in the hiring and employment process, set employee goals and objectives, manage employee performanceMonitor workload and workflow, adjust employee levels as required to sustain service standardsCreate action plans; develop and maintain operational procedures for each function performed in the unit and update and revise procedures as needed.Collaborate with leadership team to understand training gaps and improve individual, team and operational performanceBuild and maintain relationships with sales team, management team and distribution partners and work proactively with distribution partners and our sales management teams to determine where efficiencies can be implemented to support service needsAssist in the preparation of annual operating budget and manage within the budget allocationDevelop strategic departmental action plans, including annual capacity and development plans, which are updated on a quarterly basis, to ensure effective utilization of resources on an ongoing basisContribute to strategic insurance projects by participating in project meetings and providing input and feedback on operational impact of proposed changesSupport strategic change management by advocating for desired project or process change objectives, and manage potential resistance and performance gaps to facilitate the changesWork closely with Process Improvement team to leverage automation and system integrations to reduce processing timesMonitor operational compliance legislation, risk management and operational policies, practices and proceduresAssist the Director, Operations with special projects or other assigned activitiesWhat we’re looking for you to have5+ years of work experience in insurance/financial services industryManagement or Supervisory experienceKnowledge of external and internal operational processes, operational Key Performance Indicators/metricsKnowledge of Change Management principles is an assetKnowledge of word processing, spreadsheet, email, internet, database and presentation computer softwareBilingualism (English/French) is an assetWorking towards completion of FLMI, ACSCompletion of a university degree in a business discipline or relevant experienceAbility to coach, develop and motivate others, to think logically and negotiate solutions,



and to prioritize and balance multiple tasks or projects simultaneouslyWell-developed analytical, organizational, decision-making and problem solving skills, interpersonal, customer relations and team facilitation skills, and communication, negotiation, persuasion and/or presentation skillsIf you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.Beyond the salaryFor permanent full-time positions, Empire Life offers a comprehensive total rewards package that includes:Hybrid work modelCompetitive salaries with annual pay increasesAnnual bonus program, which recognizes both strong company performance and individual contributions, for non sales positionsAccess to learning & development programs, and education/tuition reimbursement (role dependent), to support your skilled growth and career advancement.Competitive uncapped commission, for sales positionsA comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, health and dental and a generous health accountFlexible work arrangements and an annual allotment of personal health days.Four weeks annual vacation from hire dateA defined contribution pension plan with generous employer matchingTop up programs for parental leave and compassionate leaveEmployer-sponsored wellness and recognition programsA cash employee referral programTo learn more about working at Empire Life, visit https://www.Empire.Ca/workatempire.Get to know usEmpire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.Empire Life is proud to be an equal opportunity employer, dedicated to building an inclusive and barrier-free workplace. We welcome applications from people with disabilities and are committed to providing accommodations at any stage of the recruitment process. If you require a specific adjustment to help you present your best self, please let us know—we are happy to work with you. If you need this job posting in an alternative format or have any accessibility questions, please contact [email protected].#J-18808-Ljbffr

📌 Insurance Operations Manager - C$99,568 - C$145,600 A Year (Winnipeg)
🏢 Empire Life
📍 Winnipeg