Facility Association ensures the availability of automobile insurance to owners, lessees and licensed drivers of motor vehicles who are eligible. We are an unincorporated non-profit association of insurers. FA operates in Ontario, Alberta, Newfoundland and Labrador, New Brunswick, Nova Scotia, Prince Edward Island, Yukon, Nunavut, and Northwest Territories. Every insurer licensed to write automobile liability insurance in these jurisdictions is a member of Facility Association. The affairs and business of FA is managed and controlled by a Board of Directors with authority Canada-wide. The President and CEO is responsible for the day-to-day operations of the organization and management of staff.

Further detail is available, https://www.facilityassociation.com/

Reporting to the Director, Data & Analytics, the Manager, Member Services will be required to serve as the Member Services "Team Lead" to liaise, coordinate and manage collaborative process with respect to the processing problem resolution related to Facility Association (FA) Residual Market, Risk Sharing Pools, Underwriting Information Plan and Uninsured Automobile Funds business, with the objectives of maximizing efficiency, accuracy and timeliness of Member reporting requirements.

Working closely with department leadership this role will require overseeing the FA internal Member data processes, managing project development and implementation for FA, prioritizing initiatives based on business needs and requirements and monitoring performance.

DUTIES AND RESPONSIBILITIES:
Stakeholder Management

Building solid relationships with Members to promote data quality awareness through consultation, analytical support and communication strategies

Building solid relationships with internal FA departments and stakeholders to ensure issue resolution is strongly supported when required and that specialized assistance can be properly leveraged

Resolving issues and data reporting problems with Members and stakeholders in line with member agreements and the Facility Association Plan of Operation

Building solid working relationships with FA’s related service provider(s) through effective communication and collaboration to analyze information needs and functional requirements with regards to Facility Association business rules

Business Analysis and Project Management

Understanding business system change needs, assessing the business impact of those changes, capturing, analyzing and documenting requirements, and supporting the communication and delivery of requirements with Facility Association stakeholders





Participating in required IT system projects, assisting in documenting requirements, monitoring deliverables, prioritizing initiatives based on business needs, and monitoring performance

Process Governance and Team Leadership

Maintaining a control process for the internal review of the member participation and operational reports (Facility Association Residual Market, Risk Sharing Pools, and Uninsured Automobile Funds) prior to release to Members

Creating, overseeing and verifying all Member testing for FA Residual Market, Risk Sharing Pools, and Uninsured Automobile Fund Systems, and ensuring timely completion

Responsible for ensuring the accuracy of members' share ratios and annual update prior to release to Members

Supervise and oversee the management of FA operational databases, and providing quality data analysis to internal groups, Members and stakeholders; developing and applying various processes, key performance metrics, and exception reports to access data quality and identify means of fixing data as needed

Accountability for Member Services AI technology oversight. The manager should be responsible for ensuring any tool provides accurate, current, approved information to internal users

Process governance responsibilities. The Manager is responsible for any governance over the knowledge base, scripts, workflows, escalation rules, and approval processes that support any AI technology in use specifically for Member Services purposes

Responsibility for escalation and exception handling. The Manager is responsible for ensuring that the Member Services responsibilities and accountabilities are followed, as currently documented and is responsible for making appropriate escalations

Updating the Risk Sharing Pool Procedures Manual as required

Working in a team environment to improve efficiencies both within internal and with external reporting companies

Supporting the initiation and execution of operational initiatives as required

Documenting all work product clearly and fully; and

Other miscellaneous duties as assigned

EXPERIENCE AND QUALIFICATIONS:

Minimum 5 years’ experience in a business/data analyst role with a Property and Casualty insurer in Canada; and





University degree in related field

Ability to liaise, coordinate and manage collaborative process with industry stakeholders and other internal departments

Ability to communicate ideas and decisions clearly and effectively, with particular emphasis on strong written and verbal communication skills

Ability to multi-task and work well under pressure, including time constraints, negotiations and competing priorities

Ability to analyze data and member/ stakeholder issues, and respond with potential solutions

Demonstrated aptitude with digital service tools, workflow automation, data governance, and responsible use of AI-enabled technologies, including the ability to validate automated outputs, identify exceptions, and ensure appropriate escalation of complex or sensitive matters

AI and automation literacy: Understanding what AI can and cannot do, including when human review is required

Knowledge management: Ability to maintain accurate, current, well-structured content that any AI in use can draw from

Strong interpersonal skills and a positive, team-oriented attitude

Ability to be adaptable, learn quicky and adapt to changes in technology and techniques; and

Knowledge of mainframe and PC computer applications – Microsoft Office Suite

ASSETS:

Knowledge of and experience with Risk Sharing Pools

Experience with large-scale Automobile insurance data analysis and/or management

Experience in business system change processes

Experience in all aspects of data analytics, including mining, generation, and visualization

Experience in database management (VBA or SQL in particular); and

Experience using GISA/FA data, reports and exhibits (i.e. Canadian automobile insurance industry statistical data).

Why Join Facility Association?
At Facility Association, you will apply your expertise to meaningful work that supports Canada’s automobile insurance industry. You will be part of a collaborative environment where professional judgment is valued, ideas are welcomed, and employees can contribute across the organization.

Facility Association is committed to providing accommodations for people with disabilities. Applicants are encouraged to advise us of any accommodation needs in advance during the application process.

Facility Association is an equal opportunity employer committed to fostering a diverse and inclusive workplace.

Only applicants selected for an interview will be contacted.

*This is an active vacancy, and AI will not be used during the recruitment process.

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📌 Manager, Member Services (Ontario)
🏢 Facility Association
📍 Ontario