Manager, Individual In Force Administration

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.
Position Title: Manager, Individual In Force Administration
Reports To: Director, Individual Operations
Department: Individual
Term: Permanent Full-Time
Work Arrangements: We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days.
The Opportunity: Equitable Life is looking to add a Manager, Individual In Force Administration to our Individual Operations team!
This role will work closely with the Operations Director and will be responsible for all aspects of operational oversight of in force policy administration including complex policy changes, policy administration and reinsurance administration.
Now is an exciting time to join one of the Waterloo Area’s Top Employers for 2023!
What you will be doing:

• Address quality and timeliness of the service experience with goal of meeting/exceeding standards and expectations for all clients (Advisors, MGAs, Policyholders, Sales)
• Build and maintain relationships with Advisors and MGAs
• Set and manage annual budgets
• Manage escalated complaints and process exceptions
• Participate and support special projects
• Establish/maintain strong procedures and practices to ensure quality and experience objectives are met and continuously improved upon
• Ensure transactions are processed within the necessary taxation, legislative or industry guidelines
• Ensure transactions are processed accurately and within established service standards, avoiding unnecessary gain/loss situations
• Oversee In Force Life Administration, In Force Policy Change and Reinsurance Administration processes and practices

What you will bring:

• Superior knowledge of workflows and process improvement
• Superior communication skills, both oral and written
• Strong knowledge of all systems, capabilities and restrictions
• Experience and/or exposure to Project Management process and the Agile framework
• Post-secondary education combined with a proven track record of progressively responsible work experience
• Strategic thinker with the ability to take concepts from inception to execution
• Ability to manage multiple departments and priorities, all with varying business requirements and skill levels
• Ability to balance multi-deadlines, tasks and projects effectively
• Strong leadership skills including delegation, interpersonal, motivational, coaching and mentoring skills. The ability to lead teams through people leaders is critical
• Strong ability to understand various technical concepts, especially relating to systems, compliance and taxation
• Excellent analytical, organizational, time-management, problem solving, negotiation and decision-making skills
• Superior knowledge of life insurance and administration related to products and service
• Excellent knowledge of the departments within Individual operations, the processes and dependencies

What’s in it for you:

• Immediate enrollment in the company’s pension program with employer matching
• Discounts on company products and services, and access to exclusive employee perks
• Employee resource groups that support an inclusive work environment
• A healthy work-life balance with employee wellness top of mind
• An additional paid volunteer day each year so you can spend time giving back to the community
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• Tuition support and specialized program assistance
• Regular EQ Together events focused on company togetherness and collaboration
• A company subsidized cafeteria with a variety of daily options

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

To learn more about Equitable Life, we encourage you to explore our organization.
At Equitable Life, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.
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