What You’ll Do:

Reporting to the Manager, Shared Services, you’ll be responsible for assisting in managing employees, organizing and monitoring work processes and managing the performance of team members.

The core parts of your role will be to: 

• 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.
• Provides information to the Shared Services Manager. This includes annual objectives, business opportunities, SOAP’s, results and trends, workflows, as well as communicating with other managers in a matrix environment
• Manages the Broker Administrative team and coordinates activities to achieve operational efficiency while adhering to the strategic plan. Analyzes needs and directs changes as required.

1. Training & Development – Provide coaching, training, and skill enhancement programs to enhance team capabilities.
2. Conduct Performance Reviews – Monitor and evaluate employee performance, provide feedback, and support career growth.
3. Resource Planning – Manage team workload, leave planning, and shift schedules to maintain operational efficiency.

• Ensures operational standards, customer service, policies, programs and procedures are always maintained. Identifies areas for improvement within the Broker Shared Services department and makes recommendations for continuously improving excellent customer service.
• Increases management effectiveness. This includes recruiting, selecting and training individuals, communicating strategies and objectives, and providing necessary resources for efficient job performance, and ensuring accountability, including disciplinary actions when required.
• 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. As well as company audits.
• Determines responsibilities and functions that require assignment of Administration Representatives to special projects.
• Performs other duties within competence, as assigned.