Title: Insurance Operations Manager

Reporting to: President

Direct Reports: Commercial Team Leader, Account Managers, & Account Administrators

Location: Stoney Creek

Salary Range: $80-$105,000 Annually

Summary

Reporting to the President, the Insurance Operations Manager is responsible for effectively managing all daily job duties, processes, and procedures of the Service Team ensuring efficient, compliant, and client focussed operations. The Commercial & Personal Lines Manager is also responsible for Service Team performance, including streamlining Services Team workflows as well as designing and implementing training plans, procedural documents, and operational resources to ensure that staff have everything they require to effectively perform their job duties. This role is a key position in the Leadership team and is involved in building rapport with Insurance companies and clients, as well as contributing to the development and implementation of planning and brokerage growth strategies.

The Insurance Operations Manager is required to perform all duties consistent with the Tripemco's core values and operating policies while fostering positive relations with staff, stakeholders, clients, and the community.

Responsibilities

• Delegates responsibilities to the CTL to handle minor issues as they arise, with the understanding that the Commercial & Personal Lines Manager and Senior Business & Client Strategy Manager will step in if requested.

• Design and implement training plans, procedural documents, and operational resources to ensure support staff have everything they require to effectively perform their job duties.

• Verify that all Account Executives, Managers and Assistant staff are following Company protocols, and ensuring their work is being done correctly, and in a timely fashion.

• Assist the President in holding the Account Executive's accountable for monthly sales through regular meetings and quarterly individual production meetings.

• Work with HR to hold all support staff accountable for poor performance, punctuality, attendance, and continuous errors.

• Work collaboratively with HR to ensure all new staff are being on-boarded properly with high organization.

• Work collaboratively with HR on all recruitment and hiring activities.

• Hold recurring meetings with the supporting staff to review processes and troubleshoot problem cases as a team.

• As part of the Senior Leadership Team help with strategic planning and growth.

• In coordination with the Senior Business & Client Strategy Manager and HR, be the liaison between accounting and the support team to ensure clear, constructive communication between departments.

• Review operations with the President, Senior Business & Client Strategy Manager, HR, and the CTL and discuss opportunities to improve the organization.

• Support the Senior Business & Client Strategy Manager with staff scheduling and Management of the staff schedule, in consultation with the Operations Manager, according to operational requirements.

• Support the Senior Business & Client Strategy Manager in the facilitation of initial annual vacation requests for staff prior to the beginning of each year.

• Act as a representative of the company by participating in external networking events.

• Provide back up coverage for the Senior Business & Client Strategy Manager and Leadership Team as required.

• Perform additional related duties, as required.

Knowledge, Skills & Abilities

• College Diploma or University Degree in Insurance, business, or a related field.

• RIBO licenced (licencing in other provinces and additional designations considered an asset).

• 10 + years of experience working in commercial and personal Lines insurance within a Brokerage setting.

• 5+ years of experience in Brokerage operations within a supervisory capacity.

• Strong leadership, coaching, training, and mentoring skills.

• Experienced in Service Team performance management, including streamlining workflows and designing and implementing training plans, procedural documents, and operational resources.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams, and Outlook) is essential. A team player with a strong work ethic and excellent oral and written communication skills.

• Proficiency in Power Broker, PolicyWorks and EPIC.

• Strong attention to detail including strong organizational skills and the ability to prioritize/manage workload under pressure with tight deadlines.

• Change resilient, autonomous worker with the ability to problem solve with confidence.

• Ability to perform all work in alignment with Tripemco's core values of accountability, passion, respect & integrity, innovation & creativity, and objectivity.

*Tripemco is an equal opportunity employer. If you require accommodations to complete this application please contact us directly.