Operations Manager

As the Operations Manager you will be responsible for overseeing and managing the daily life product (funeral, GPA, group risk, etc.) functions. The incumbent will contribute to the overall performance and RMA Life’s strategic initiatives and will drive change, develop business process improvements, manage multiple stakeholders, meet regulatory, compliance and policy/procedural requirements, as well as coach, mentor and develop talent in order to meet company growth, profitability and service level targets.

**WHAT WILL YOU DO?**

**Life operations management**
- Define and implement critical performance metrics measuring business volumes, compliance with regulations, tracking of SLAs & KPIs, productivity targets and quality standards.
- Responsible for delivering on compliance, audit, risk and regulatory KPIs for the function.
- Actively foster process improvement, compliance, quality, growth, and client experience excellence in collaboration with the customer services team.
- Guide operational requirements and activities related to onboarding of new business and partnerships, administration of policies and query management.
- Ensure timely processing and tracking of insurance policies on life products and the administration thereof using both in-house team members and outsourcing business partners to achieve strategy.
- Support the claims team with related queries for the processing of claims within the specified SLA.

**Stakeholder relationship management**
- Develop and maintain strong collaborative and strategic relationships with internal and external stakeholder.
- Effectively communicate critical announcements to all stakeholders.

**Team management**
- Assume full management responsibility for the Operations team.
- Continuously manage team performance and ensure that productivity is monitored on an ongoing basis.
- Conduct regular performance reviews take place.
- Provide key leadership and guidance to servicing departments to inspire the creation and development of new/updated processes and reporting.
- Ensure that ongoing coaching and development is provided to the team through infield observation.
- Draft and submit professional management reports.

**Risk and compliance management**
- Work effectively with Compliance and risk to implement changes to comply with changes in in relevant legislation.
- Review complaints and audit & risk findings and drafts responses to audit, risk and compliance findings along with developing a remediation plan for noted issues to prevent recurrences.
- Ensure compliance with applicable statutory regulations.
- Complete all required compliance training.
- Maintain knowledge of and adhere to RMA Life’s internal compliance policies and procedures.

**WHAT YOU'LL BRING TO THE TABLE?**
- Knowledge of business policies, processes and procedures, legal compliance
- Bachelor’s Degree Preferred or equivalent work experience (Business Administration, Insurance or Operations)
- RE5, RE1 advantageous
- 8 - 10 years of professional work experience (combination of insurance, policy administration, and operations) with a strong emphasis in life business
- 5+ years of leadership experience.
- Vast array of experience with servicing systems and corporate analytical reporting.
- Current strong understanding of regulatory requirements and guidelines
- Team player with the ability to create structure and coordinate a variety of team member work styles to execute activities at a high level of quality and skill.
- Strong skills using Excel, Word, Visio, PowerPoint or equivalent presentation software
- Self-starter, self-directed, influential, articulate and ability to distil complex information into easily understandable content.
- Demonstrated ability to define and resolve problems, exercise sound judgement and make good decisions
- Establish critical timelines and effectively drive team and operations to meet deadline expectations.
- Strong collaborator with ability to interface successfully with all levels of the organization
- Collaborate cross-functionally with our Customer Experience, Claims, commissions, Finance, IT and Actuarial teams to deliver an exceptional experience to stakeholders
- Experience in leveraging new technology (e.g., AI/ML, Chat, Bots, Voice and other emerging new technologies) to drive better stakeholder experiences and driving efficiency across channels.
- Experience in journey mapping, experience design, and business and IT agile principles and delivery of new capabilities.
- Extensive knowledge of risk management and compliance practices with experience in mitigating risk.
- Demonstrated ability to effectively leverage internal and external data and research to understand trends shaping stakeholder expectations and leveraging the insights to enhance employee and member experiences.
- Experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals.

**WHAT WILL YOU GET IN RETURN?**

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