IDENTIFICATION

Title: Operations Manager

Reports to: Branch Manager

Supervises: Life and Health Insurance Administrator, Office Coordinator/Receptionist and Funds Administrators

POSITION SUMMARY

The Operations Manager is responsible for working with internal team members to make recommendations and implement changes that will focus on compliance and efficiency while ensuring we maintain an effortless client experience and increase employee performance. In addition, this role supports the branch administrators with all aspects of fund administration, including quality control and operational efficiency. The Operations Manager also provides coaching and assistance to advisors and leads internal team members to foster a culture of high performance and accountability. The ideal candidate will have a high attention to detail, with excellent communication, leadership and problem-solving skills.

MAIN DUTIES & RESPONSIBILITIES

The Operations Manager is responsible for:

• Managing and supporting the branch administrators.

• Resolving escalated service and support issues relating to investments, client procedures and other topics as required.

• Working with team members and HO/MGA on compensation/commissions, overrides, fund rates, buy/sell agreements, transfers, onboarding, outboarding, contracting, and other topics as required.

• Developing strong relationships with key partners, Head Office, Branch Managers/Directors, and internal team members.
• Making recommendations to improve internal processes and operations which better support the client experience while mitigating risks.
• Create a performance culture which attracts and maintains high caliber staff and fosters their development to reach their potential.
• Ensures job accountabilities (standards and expectations) are clearly communicated and understood.

• Hosts regular branch meetings to coach teams on updates and procedures.
• Additional ad hoc tasks as required.

EDUCATION AND EXPERIENCE

• Required experience working in customer service/hospitality.
• Desired experience in the financial industry.
• Desired experience as a manger/supervisor.
• Desired post-secondary degree/diploma.

COMPETENCIES

• Knowledge of financial products, services and systems.
• Critical thinking and ability to problem solve.
• High level of accuracy, attention to detail and ability to identify errors.
• Ability to adapt to changing procedures and work well under pressure.
• Ability to provide coaching using a collaborative approach.
• Effective organizational skills and ability to multitask and pivot when needed.
• Strong work ethic and initiative
• Must be an autonomous worker while also capable of leading a team.
• Strong oral and written communication skills, complimented by strong interpersonal skills.
• Strong MS Office skills (Word, Excel, Outlook, PowerPoint).

WORKING CONDITIONS

• DFSIN's Ottawa branch 118 is located in Ottawa, Ontario.
• This role works either in person, working hours are Monday to Friday, 9:00 am to 5:00 pm (EST).
• We strive to provide a positive and collaborative working environment.