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, Current 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,

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

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