Manager, Business Operations - Alberta

iA Financial Group (Industrial Alliance); Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

PPI Management Inc. is seeking a seasoned Manager, Business Operations to lead regional operations for Alberta. The role oversees New Business, Policy Service and Office Coordination, driving cohesive teams, process improvements, and service excellence across the province.

Regular travel within the region and nationally is expected. The ideal candidate has 10+ years in insurance, strong leadership, and the ability to guide teams through evolving priorities and operational changes.

Qualifications

• 10+ years of experience in the insurance industry.
• Proven people leadership experience, including hiring, coaching, performance management, and team development.
• Strong understanding of insurance distribution and the marketing/sales environment, in high-volume, service-driven contexts.
• Proven ability to embrace and promote change while leading teams through evolving processes and updates.
• Excellent organizational and time management skills with competing priorities and tight deadlines.
• Strong communication and interpersonal skills to build relationships and influence stakeholders.
• Discretion and integrity in handling sensitive information.
• Advanced proficiency in Microsoft Office for reporting, data analysis, and operations.
• Industry designations (ALMI, FLMI, ACS) are assets.

Responsibilities

• Plan and allocate employees and resources to meet productivity, department, and quality goals while maintaining service standards.
• Provide ongoing business leadership including workflow management, recruiting, performance reviews, vacation scheduling and attendance tracking.
• Coach and develop employees through regular one-on-one meetings, needs assessments, timely feedback, training and career development planning.
• Foster a collaborative, high-performing team culture with knowledge sharing and support across departments.
• Identify, implement, and maintain controls to monitor performance and support continuous improvement.
• Provide leadership on complex/escalated cases ensuring alignment with operational guidelines.
• Drive consistency in processes and service standards across regions with national operations leaders.
• Partner with Sales leadership to align priorities and service expectations for advisors.
• Lead change initiatives and support teams through evolving processes and updates.
• Provide regular reporting on workload, service levels, and team performance for data-driven decisions.
• Conduct monthly audits to ensure processes are followed and standards are met.
• Participate in operational meetings nationally and locally.
• Identify opportunities to improve efficiency and accuracy in service delivery.
• Lead ESG commitments for advisors, clients, and employees; travel as required.
• Travel required both within the region and nationally; special projects as identified.

Skills

Leadership

Change management

Communication

Organizational skills

Problem solving

Discretion

Adaptability

Relationship building

Education

Industry designations (ALMI, FLMI, ACS) asset

Tools

Microsoft Office

Job description

Job 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.

Manager, Business Operations - Alberta

The Manager, Business Operations is responsible for leading and overseeing regional operations by providing leadership and direction to New Business, Policy Service and Office Coordination employees located across the region. The Manager is accountable for building a cohesive provincial team; acting as a change agent by leading teams through evolving business priorities, processes and operational changes; and planning and maintaining work systems, procedures and policies that enable strong employee performance, consistent service delivery and an effective advisor experience. The role also identifies and advances opportunities to improve operational efficiency, accuracy and service delivery across the province.

This role requires regular travel and a visible presence across regional offices. The incumbent is expected to travel regularly within the region and, when required, outside the region to support operational priorities, employee needs, business requirements, leadership engagement, and local office activities.

Responsibilities:

• Effectively plan and allocate employees and resources to ensure workflow meets productivity, departmental and quality goals, while maintaining PPI’s service standards.
• Provide on-going business leadership including workflow management, recruiting, performance reviews, vacation scheduling and attendance tracking.
• Coach, mentor and develop employees through regular one-on-one meetings, needs assessments, timely feedback, training and career development planning.
• Foster and promote a collaborative, high-performing team culture that encourages knowledge sharing, consistency, and support to enable each employee and department to succeed.
• Identify, recommend, implement, and maintain appropriate controls and feedback mechanisms to monitor performance/service, identify opportunities, and support continuous improvement.
• Provide leadership on complex or escalated cases, ensuring timely resolution and alignment with operational and risk guidelines.
• Drive consistency in application of processes and service standards across regions in collaboration with national operations leaders.
• Partner closely with Sales leadership to strengthen collaboration, address advisor-related concerns, and align on priorities and service 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.
• Travel required both within the region and nationally 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
• Strong understanding of insurance distribution and the marketing/sales environment, combined with proven results-oriented leadership, in high-volume, service-driven environments
• Proven ability to embrace and promote a positive approach to change while leading teams through evolving processes, priorities, and operational updates.
• 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
• Industry designations (e.g., ALMI, FLMI, ACS) considered an asset

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

Location(s)

Calgary / 205 Quarry Park Boulevard SE

Other Possible Location(s)

Edmonton, 5241 Calgary Trail NW

Company

PPI Management Inc.

Company Overview

iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

* iA Financial group includes of the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto

Our Commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We stride to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.