Assistant Manager

Summary

Join the OTIP Group of Companies (OGC) and contribute to a supportive and inclusive work environment where employees feel valued. As a Broker Shared Services Manager, you will assist in managing employees, organizing work processes, and managing team performance. Core responsibilities include applying quality principles to improve operations, understanding strategic initiatives and financial objectives, providing information to management, managing correspondence, and ensuring operational standards are maintained. You will also assist in leading performance management, coordinate portfolio transfers, resolve user issues, and provide overflow support. The ideal candidate possesses a university degree in Business or an AIIC/CIP designation, a RIBO license, and relevant experience in insurance and supervision.

Requirements

• A university degree in Business or completion of AIIC/CIP designation
• A RIBO licence
• A minimum of three years’ experience in personal lines automobile and property insurance
• A minimum of two years’ experience in a supervisory role
• A minimum of two years’ leadership experience in a call centre environment
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders
• Superior time management, project management and organizational skills to manage competing priorities
• Intermediate knowledge of Microsoft Office Suite applications, BMS and company portals

Responsibilities

• Assists in managing employees, organizing and monitoring work process and managing the performance of team members
• Applies quality principles and practices to establish a strategic approach and improve the organization’s operations and productivity. This includes managing processes to support the organization’s strategic direction, and communicating, facilitating and supporting necessary changes for continuous improvement
• Understands and follows the established strategic initiatives and accomplishes financial objectives. This includes gathering pertinent business, financial, service, and operations information and forecasting requirements to prepare an annual budget and schedule expenditures
• Provides information to the Individual Insurance Sales and Service Manager. This includes annual objectives, business opportunities, results and trends, workflows, as well as communicating with other managers in a matrix environment
• Manages and coordinates the creation, printing and mailing of mass letters, and other correspondences to member base
• Manages the Broker Shared Services department and coordinates activities to achieve operational efficiency while adhering to the strategic plan. Analyzes needs and directs changes as required
• Ensures operational standards, customer service, policies, programs and procedures are maintained at all times. Identifies areas for improvement within the Broker Shared Services department and makes recommendations for continuously improving excellent customer service
• Increases management’s effectiveness. This includes recruiting, selecting and training individuals, communicating strategies and objectives, and providing employees with the necessary resources to perform individual job responsibilities efficiently
• Assists in leading the performance management process by communicating job expectations and tracking progress of individual activities and effectiveness. This includes determining team and individual goals, offering job coaching, training, conducting monthly meetings, motivating and supporting employees to meet objectives and quality requirements, reviewing progress, and offering feedback, as required
• Coordinates and assists in the administration of portfolio transfers and sales of books of business to various insurance carriers. Is responsible for coordinating and carrying out the administrative work required for these transfers and sales
• Provides information and resolves user issues relating to system errors and general accounting errors. Complaint management/support in responding and resolving member issues
• Overflow support in Underwriting phone queue, providing support to all IIS brokers on the phone
• Performs other duties within competence, as assigned

Preferred Qualifications

The ability to communicate in French is considered an asset

Benefits

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement