Manager, Business Operations

iA Financial Group (Industrial Alliance); Edmonton; On-site; CAD 95,000 - 130,000; Full time

Job summary

PPI, an independent subsidiary of iA Financial Group, is hiring a Manager, Business Operations in Edmonton to lead the New Business, Policy Service and office administration teams. You will plan staffing, optimize workflows and ensure service levels align with company standards.

The role requires 10+ years in insurance, strong leadership, and the ability to coach staff, manage priorities and implement improvements while upholding ESG commitments and collaborating with Sales and regional teams.

Qualifications

• 10+ years of experience in the insurance industry with life products knowledge.
• Proven people leadership, including hiring, coaching and performance management.
• Industry designations (ALMI, FLMI, ACS) are assets.
• Strong understanding of insurance distribution and marketing/sales.
• Results‑oriented leadership in high-volume, service-driven environments.
• Excellent organizational skills and ability to manage competing priorities.
• Strong communication and interpersonal skills for stakeholder influence.
• Problem-solving, critical thinking and discretion with confidential information.
• Adaptable self-starter able to adjust priorities in dynamic environments.
• Advanced proficiency in Microsoft Office for reporting and analysis.

Responsibilities

• Plan and allocate staff and resources to meet workflow, productivity and quality goals.
• Provide ongoing management including performance reviews, scheduling and hiring.
• Coach and develop the team through needs assessments and training.
• Foster teamwork and collaboration across the organization to enable success.
• Monitor operations, identify gaps and drive continuous improvement.
• Provide leadership on escalated cases ensuring alignment with risk guidelines.
• Drive process consistency and service standards across regions with national teams.
• Collaborate with Sales leadership to align on priorities and advisor experience.
• Lead change initiatives and support teams through evolving processes.
• Provide regular reporting on workload, service levels and performance.
• Conduct monthly audits to ensure processes and standards are followed.

Skills

People leadership

Insurance knowledge

Strategic planning

Operational excellence

Stakeholder management

Process improvement

Change management

Data analysis

Reporting

Microsoft Office

Education

ALMI/FLMI/ACS designation

Tools

Microsoft Office

Job description

PPI company overview:

Description

PPI company overview:

PPI (an independent subsidiary of iA Financial) is an Insurance Marketing Organization that sits between independent advisors and insurance companies. From coast-to-coast, we provide value-added services and support such as digital tools, education, marketing, and processing, to help advisors elevate and grow their business with a socially responsible mindset.

At PPI, each day you have the opportunity to make a meaningful difference when you support our independent insurance advisors in providing financial security and peace of mind to their clients: Canadian families and businesses.

When you join PPI you will be part of a diverse, inclusive and equitable place to work that values different perspectives. You will benefit from a culture that is people-focused, inclusive and collaborative with opportunities to learn and develop your skills, develop your career and make a meaningful impact.

Our people drive our progress through innovative ideas and a commitment to excellence. We work hard and always ensure we have fun along the way.

For more information about PPI visit: www.ppi.ca.

Manager, Business Operations

The Manager, Business Operations is responsible for directing and overseeing the operations team by providing leadership and direction to the New Business, Policy Service and office administration staff. The Manager is accountable for planning and maintaining work systems, procedures and policies that enable and encourage optimum staff performance.

Responsibilities

• Effectively plan and allocate appropriate staff and resources to ensure workflow within the operations team meets productivity, departmental and quality goals, and maintains PPI’s service standards.
• Provide on-going management to the operations team including workflow review, performance reviews, vacation scheduling and attendance tracking, as well as the recruitment of new staff.
• Coach, mentor and provide ongoing development of the team through needs assessments, on-the-job feedback and training.
• Foster and promote an environment of teamwork to ensure effective synergy and collaboration across all areas of the organization to enable each employee and department to succeed.
• Identify, recommend, implement, and maintain appropriate controls and feedback systems to effectively monitor team operations, identify gaps, and support continuous improvement.
• Provide leadership on complex or escalated cases, ensuring timely resolution and alignment with operational and risk guidelines.
• Drive consistency in processes and service standards across regions through collaboration with national operations teams
• Partner closely with Sales leadership to strengthen collaboration, address advisor-related concerns, and align on priorities and service expectations
• Champion a consistent, high-quality advisor experience by ensuring service delivery aligns with established standards and expectations
• Lead change initiatives and support teams through evolving processes and operational updates.
• Provide regular reporting and insights on workload, service levels, and team performance to support data-driven decision making.
• Conduct monthly audits of operations team members to ensure processes are followed and standards are met.
• Proactively participate in operational meetings, both nationally and locally.
• Identify and implement opportunities for process improvements to enhance efficiency, accuracy, and service delivery.
• Lead and engage the office and employees in actions that encourage, reflect and align with PPI’s ESG (Environmental, Social and Governance) commitments to our advisors, their clients and our employees.
• Special projects as identified and assigned.

Education, Experience and Skills

• 10+ years of experience in the insurance industry, with strong knowledge of life insurance products, terminology, and administration systems
• Proven people leadership experience, including hiring, coaching, performance management, and team development
• Industry designations (e.g., ALMI, FLMI, ACS) considered an asset
• Strong understanding of insurance distribution and the marketing/sales environment
• Demonstrated results-oriented leadership, with experience in high-volume, service-driven environments
• Excellent organizational and time management skills, with the ability to manage competing priorities, tight deadlines, and coordinate team deliverables
• Strong communication and interpersonal skills, with the ability to build relationships, influence stakeholders, and foster a collaborative team culture
• Effective problem-solving and critical thinking abilities, with a capacity to see both detailed issues and broader business impacts
• High level of professionalism, discretion, and integrity, including the ability to handle sensitive and confidential information
• Adaptable self-starter who thrives in dynamic, evolving environments and can adjust priorities as needed
• Advanced proficiency in Microsoft Office tools, with the ability to support reporting, data analysis, and operational efficiency

We thank all applicants for applying, however, only those selected for an interview will be contacted. Your resume may be used for other vacancies.