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Job ID: 32785
Job Openings by Title Manager
Location Ontario, Canada
Description:
Position:		 	Manager

Company:			Insurance Organization

Location:			Ontario

Job ID:			32785



Responsibilities:

-Build a winning culture, with enthusiastic leadership and the ability to communicate and connect with all levels of Associates, members of the business, and other relevant internal or external groups. 
-Responsible for the attraction, retention, motivation, and engagement of associates. 
-Manage the day to day operations of the department:
-Initiate, research and recommend process and workflow enhancements to increase efficiency.
-Prepare, analyze and act on various reporting metrics/KPI’s.
-Create, deliver and modify consistent performance scorecards for all frontline operations employees to support a performance driven culture.
-Complete, maintain and enhance the BI Data Warehouse.
-Support process enhancements, projects and contract bids through a strong understanding of the underlying performance data and sophisticated cost models.
-Develop new insights and understanding of business performance based on data and statistical methods.
-Enhance and leverage unit cost reporting to create efficiencies in calls, claims and cases.
-Develop and maintain executive level dashboards and other operational reports.
-Leverage NPS and survey data in order to improve customer experience and identify trends from the voice of the customer.
-Conduct deep dive analyses to create new and critical metrics in all areas of the operations group (e.g. transfer rates, number of calls to resolution, calls per case, calls per claim, length of stay, etc...).
-Act as an agent of change moving the Canadian business into a more data driven and more nimble organization.

Qualifications:

-Bachelors or better in Computer Science or related field.
-Bachelors or better in Mathematics or related field.
-College Degree/Diploma, preferably in the disciplines of Computer Science, Math, Statistics, or Business, coupled with a minimum of 5 years’ experience in Business Intelligence, Analytics or Operations. Experience gained in a contact Centre and/or claims processing environment preferred.
-Minimum 3 years’ leadership experience.
-Demonstrated success in establishing and driving service excellence.
-Experience working with forecasting, scheduling, budgeting and real time operations management required.
-Intermediate skill in using Windows based applications and MS Office, specifically Excel, PowerPoint, SQL Server, reporting presentation layers and BI tools with the ability to build complex reports and dashboards.
-Demonstrated ability to build strong relationships at all levels of the organization.
-Capable of carrying out a given task with all details necessary to get the task done well.
-Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.
-Inspires teammates to follow them.
-Considered a thought leader on a subject.

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