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 ManagementBuilding solid relationships with Members to promote data quality awareness through consultation, analytical support and communication strategiesBuilding solid relationships with internal FA departments and stakeholders to ensure issue resolution is strongly supported when required and that specialized assistance can be properly leveragedResolving issues and data reporting problems with Members and stakeholders in line with member agreements and the Facility Association Plan of OperationBuilding 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 rulesBusiness Analysis and Project ManagementUnderstanding 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 stakeholdersParticipating in required IT system projects, assisting in documenting requirements, monitoring deliverables, prioritizing initiatives based on business needs, and monitoring performanceProcess Governance and Team LeadershipMaintaining 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 MembersCreating, overseeing and verifying all Member testing for FA Residual Market, Risk Sharing Pools, and Uninsured Automobile Fund Systems, and ensuring timely completionResponsible for ensuring the accuracy of members' share ratios and annual update prior to release to MembersSupervise and oversee the management of FA operational databases, and providing quality data analysis to internal groups, Members and stakeholders; developing and applyingvarious processes, key performance metrics, and exception reports to access data quality and identify means of fixing data as neededAccountability for Member Services AI technology oversight. The manager should be responsible for ensuring any tool provides accurate, current, approved information to internal usersProcess 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 purposesResponsibility 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 escalationsUpdating the Risk Sharing Pool Procedures Manual as requiredWorking in a team environment to improve efficiencies both within internal and with external reporting companiesSupporting the initiation and execution of operational initiatives as requiredDocumenting all work product clearly and fully; andOther miscellaneous duties as assignedEXPERIENCE AND QUALIFICATIONS:Minimum 5 years' experience in a business/data analyst role with a Property and Casualty insurer in Canada; andUniversity degree in related fieldAbility to liaise, coordinate and manage collaborative process with industry stakeholders and other internal departmentsAbility to communicate ideas and decisions clearly and effectively, with particular emphasis on strong written and verbal communication skillsAbility to multi-task and work well under pressure, including time constraints, negotiations and competing prioritiesAbility to analyze data and member/ stakeholder issues, and respond with potential solutionsDemonstrated 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 mattersAI and automation literacy: Understanding what AI can and cannot do, including when human review is requiredKnowledge management: Ability to maintain accurate, current, well-structured content that any AI in use can draw fromStrong interpersonal skills and a positive, team-oriented attitudeAbility to be flexible, learn quicky and adapt to changes in technology and techniques; andKnowledge of mainframe and PC computer applications – Microsoft Office SuiteASSETS:Knowledge of and experience with Risk Sharing PoolsExperience with large-scale Automobile insurance data analysis and/or managementExperience in business system change processesExperience in all aspects of data analytics, including mining, generation, and visualizationExperience in database management (VBA or SQL in particular); andExperience 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 chance 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.

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