Manager, Business Operations

iA Financial Group•Edmonton, AB

1d•Onsite

About The Position

The Manager, Business Operations is responsible for directing and overseeing the operations team by providing leadership and direction to the New Business, Policy Service and office administration staff. The Manager is accountable for planning and maintaining work systems, procedures and policies that enable and encourage optimum staff performance.

Requirements

10+ years of experience in the insurance industry, with strong knowledge of life insurance products, terminology, and administration systems
Proven people leadership experience, including hiring, coaching, performance management, and team development
Strong understanding of insurance distribution and the marketing/sales environment
Demonstrated results-oriented leadership, with experience in high-volume, service-driven environments
Excellent organizational and time management skills, with the ability to manage competing priorities, tight deadlines, and coordinate team deliverables
Strong communication and interpersonal skills, with the ability to build relationships, influence stakeholders, and foster a collaborative team culture
Effective problem-solving and critical thinking abilities, with a capacity to see both detailed issues and broader business impacts
High level of professionalism, discretion, and integrity, including the ability to handle sensitive and confidential information
Adaptable self-starter who thrives in dynamic, evolving environments and can adjust priorities as needed
Advanced proficiency in Microsoft Office tools, with the ability to support reporting, data analysis, and operational efficiency

Nice To Haves

Industry designations (e.g., ALMI, FLMI, ACS) considered an asset

Responsibilities

Effectively plan and allocate appropriate staff and resources to ensure workflow within the operations team meets productivity, departmental and quality goals, and maintains PPI’s service standards.
Provide on-going management to the operations team including workflow review, performance reviews, vacation scheduling and attendance tracking, as well as the recruitment of new staff.
Coach, mentor and provide ongoing development of the team through needs assessments, on-the-job feedback and training.
Foster and promote an environment of teamwork to ensure effective synergy and collaboration across all areas of the organization to enable each employee and department to succeed.
Identify, recommend, implement, and maintain appropriate controls and feedback systems to effectively monitor team operations, identify gaps, and support continuous improvement.
Provide leadership on complex or escalated cases, ensuring timely resolution and alignment with operational and risk guidelines.
Drive consistency in processes and service standards across regions through collaboration with national operations teams
Partner closely with Sales leadership to strengthen collaboration, address advisor-related concerns, and align on priorities and service expectations
Champion a consistent, high-quality advisor experience by ensuring service delivery aligns with established standards and expectations
Lead change initiatives and support teams through evolving processes and operational updates.
Provide regular reporting and insights on workload, service levels, and team performance to support data-driven decision making.
Conduct monthly audits of operations team members to ensure processes are followed and standards are met.
Proactively participate in operational meetings, both nationally and locally.
Identify and implement opportunities for process improvements to enhance efficiency, accuracy, and service delivery.
Lead and engage the office and employees in actions that encourage, reflect and align with PPI’s ESG (Environmental, Social and Governance) commitments to our advisors, their clients and our employees.
Special projects as identified and assigned.