Manager, Broker Support & Autopac Services

Overview

Reporting to the Director, Broker Support & Customer Service, the Manager, Broker Support & Autopac Services leads a team dedicated to exceptional customer service. This includes managing strategic relationships with independent broker partners and providing remote services.

The Manager overees all broker contracts, ensuring the correct application of the Autopac Agency Appointment and Operating Standards. This role handles applications for new appointments, contract changes and provides guidance to contract-related enquiries and contract documentation.The Manager ensures the integrity of finance-related functions, including broker compensation, adjustments auditing and Retail Sales Tax (RST) collection, and in collaboration with Operational Compliance & Analytics, provides direction on operational analysis and the preparation of monthly and ad hoc reports.

Financial goals are met under the Manager’s oversight, including corporate revenue/accounts receivable and the rates appeal board. The Manager administers special programs, such as government rebate initiatives, and ensures the integrity of batch processes related to enterprise systems.

The Manager ensures consistent application of policy and procedures in accordance with legislation while exceeding customer service standards. This role is responsible for resolving operational issues related to the delivery of products and services, ensuring effective support for direct reports, business partners, and customers.

Additionally, the Manager participates in strategic planning and corporate initiatives, including process reengineering, strategy design and special projects. This position recommends policies and operational improvements and leads or oversees their implementation.

Responsibilities

• Oversees the strategic partnership with the Insurance Brokers Association of Manitoba (IBAM) and provides a high level of service and support to foster successful operations of independent brokers who distribute Manitoba Public Insurance (MPI) products and services.
• Collaborates with the Director and Vice President & COO, to build, maintain and manage broker relationships through effective oversight and administration of broker contracts, agreements, and standards.
• Manages processes and structures that allocate, and monitor resources to ensure optimal support and performance of the broker network.
• Reviews, recommends, and implements updates to Autopac agency agreements and operating standards, as required. Maintains contract wording templates, master copies, and keeps master broker distribution listings up-to-date.
• Ensures pro-active audits of broker transactions, including Retail Sales Tax compliance, privacy concerns, redacting issues, and identity verification and data integrity corrections.
• Identifies trends, recommends broker training needs, and provides guidance and instruction.
• Responsible for ensuring quality service to MPI customers at all broker locations and service centres.
• Deploys continuous improvement practices using broker performance management tools and processes to enhance viability of broker locations. Oversees the maintenance of monthly reports on manual commission adjustments, reviews and approves general rate changes to fees.
• Responsible for all back office functions related to accounts receivables for AOL and Fleet programs, including balancing of month end reporting, bank statements and adjustments, including commercial vehicles, international registration plans and vehicle standards and inspections products.
• Provides guidance and direction on responses to complex accounting/collections.
• Communicates directly with customers on complex or sensitive customer services issues requiring management involvement, and leads or assists in resolving customer concerns.
• Responsible for all activities of a manager, including management of an operating budget, participation in strategic planning, budgeting for special projects, and improvement initiatives.
• Responsible for hiring, performance management, and development planning for staff, including identifying training and developmental needs. Ensures technical expertise of the unit is maintained.
• Supervises, coaches, and conducts performance management evaluation for direct reports.

Qualifications

Education:

• University degree in Commerce or related field, supplemented with additional leadership/supervisory training.
• Chartered Insurance Professional (CIP or FCIP) designation, or an accounting designation is an asset.

Experience:

• Seven years of related, progressively responsible experience in an insurance environment and/or business-to-business environment specifically responsible for stakeholder relationship management, including three years in a supervisory/management capacity.
• Experience in strategic planning and project management is required.
• Accounting experience and credit collection experience considered an asset.

Technical Knowledge and Skills:

• In depth knowledge of applicable legislation.
• Strong technical knowledge including working knowledge of the Autopac On-line and similar distribution systems.
• Collaborates with others to resolve operational issue.
• Demonstrated team-building skills, the ability to adapt to a constantly changing environment.
• Strong corporate/organizational communications knowledge.
• Excellent interpersonal, oral and written communication skills.
• Strong customer service.
• Interacts effectively with stakeholders, senior executives, colleagues throughout the corporation and employees at all levels.
• Demonstrated sound judgment and decision-making skills to solve problems and find innovative solutions that meet the needs of stakeholders, customers and staff, while maintaining the best interests of the corporation.
• Manages multiple projects, prioritizes, and responds quickly to time-sensitive issues.
• Highly motivated team player.

Employee Benefits

Health benefits

We offer a comprehensive health benefits program that includes:

• flexible health, dental and vision plans
• health spending account
• travel health coverage
• other extended health benefits such as ambulance, massage and physiotherapy

Financial security

In an effort to support financial security, we offer:

• registered pension plan
• group, dependent, and optional life insurance coverage
• sick leave to cover short-term disability
• long-term disability

Wellness

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

• vacation entitlement
• maternity, parental and adoptive leaves
• bereavement and family responsibility leaves
• employee and family assistance program
• mental-health programming
• onsite employee gym facility (Cityplace)
• discounted gym memberships
• wellness account

Diversity and inclusion

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

Employee recognition

It’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

Professional development

We want our employees to grow, which is why we offer support in keeping their skills up to date. We offer in-house training, professional development and an educational assistance program.

Safety and health

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.