Manager, Service Centre (Small)

Manitoba Public Insurance; Winkler; On-site; CAD 75,000 - 95,000; Full time

Job summary

A provincial insurance corporation is seeking a Manager for their Service Centre in Winkler. The role requires oversight of service delivery across multiple units, ensuring exemplary customer service and staff performance. Responsibilities include managing escalated issues, optimizing resources, and leading continuous improvement initiatives. Candidates should possess a degree in business, relevant certifications, and substantial leadership experience. This position offers various health benefits, financial security options, and a commitment to diversity and inclusion.

Benefits

Flexible health, dental and vision plans

Registered pension plan

Employee and family assistance program

Mental-health programming

Discounted gym memberships

Qualifications

• Five years of progressively senior experience in service centre operations, with three years as a leader.
• Must obtain and maintain required security clearance, including criminal checks.
• Candidate must have a valid class 5 driver’s licence and access to a personal vehicle.

Responsibilities

• Manage customer service effectiveness and overall service delivery.
• Respond to escalated customer complaints and issues.
• Assist staff in resolving customer concerns.

Skills

Advanced analytical skills

Advanced strategic and critical thinking skills

Advanced negotiation skills

Advanced office management skills

Working knowledge of Microsoft Office

Education

University degree in a related business field

Management Certificate

Completion of Chartered Insurance Professional (CIP) designation

Tools

CARS/AOL software

Job description

Overview

As the Manager, Service Centre, you will be responsible for the delivery of outstanding customer service within a service centre environment and, if applicable, surrounding communities, including mobile units and road runs.

The Manager, Service Centre located in rural areas will be responsible for overseeing two small service centres (Portage la Prairie and Winkler). The Manager is responsible for planning, directing and coordinating the efforts of staff to ensure services are performed in a manner that meets customers’ needs, allows the Corporation to realize its overall objectives through customer service standards and liaises with stakeholders to assess and respond to shifts in demand for services.

Within Service Centre Operations there are a variety of functional areas that report to other divisions and/or seek technical direction and advice outside the local service centre management. The Manager, Service Centre assists staff in solving customer concerns related to these areas and ensures that investigation of all pertinent facts and applicable policies has been completed prior to approving exceptions, including liaising, where appropriate, with other technical or policy units.

The Manager, Service Centre will co‑manage staff across functional lines of business to ensure consistent application of policy and legislative requirements related to products and services. The position ensures employees who report to him/her have the necessary resources, competencies, knowledge and training from the cross‑functional areas.

Responsibilities

• Manage directly or through delegated authority, the customer service effectiveness and overall service delivery for the various units, ensuring day‑to‑day operational delivery, customer satisfaction and meeting of service levels as defined by service standards.
• Monitor and coordinate resources to optimize customer service within a multi‑service environment where forecasting and planning are critical.
• Responsible for appointment scheduling and delivery for Driver Examining, Estimating, and Adjusting units, and if applicable mobiles, road runs, shop calls, and compounds.
• Respond to escalated issues, customer complaints and concerns relating to the unit, elevated from supervisory staff for resolution at the management level.
• Act as the overall claims authority within the Centre. Authority extends to:
  • Commit funds by allowing expenditures by others.
  • Approve or deny claims, including Relief from Forfeiture or Ex Gratia claims, in accordance with applicable acts and regulations and binding the Corporation accordingly.
  • Abandon claims salvage and dollar amounts legally owed the Corporation by other insurance companies or individuals.
• Assist staff in solving customer concerns and facilitates resolution of issues related to a number of areas including claims, estimating, driver examining and enhanced driver identification services.
• Responsible for monthly reporting and performance measures. Uses tools to identify gaps and monitor service centre performance to ensure service standards are being met.
• Actively investigates and promotes continuous improvement initiatives to reduce costs and improve efficiencies.
• In collaboration with product and service owners and business development, actively participates in, supports and encourages the introduction of new or changed products and services in line with customer requirements.
• Act as a key change agent in leading local transition to new and updated procedures and processes by minimizing productivity loss in terms of service delivery and cost control during the transition period.
• Lead staff to new business paradigms.

Qualifications

Education:

• University degree in a related business field.
• Management Certificate.
• Completion of the Chartered Insurance Professional (CIP) designation.

Experience:

• Five years of progressively senior experience directly related to one or more of the products and services offered at a Service Centre, of which three years of experience is in a leadership role.

Technical Knowledge and Skills:

• Advanced analytical skills to problem solve and recommend solutions in order to quickly make accurate decisions that can affect customers and have significant financial impact on the Corporation.
• Working knowledge of applicable Acts, Regulations, and Legislation affecting MPI and Claims Management.
• Advanced knowledge of all corporate policies and procedures involving claims.
• Working knowledge of applicable liability assessments, subrogation concepts, and policy interpretation.
• Deals effectively with sensitive situations involving customers and staff.
• Effectively manages operations and leads employees in a changing environment.
• Advanced strategic and critical thinking skills.
• Manages time and sets priorities to meet critical deadlines.
• Advanced negotiation skills.
• Advanced office management and administrative skills, including budget management.
• Working knowledge of applicable software including Microsoft Office and CARS/AOL.

Conditions of Employment

• Security Clearance, based on location (Winkler):
  • Must be able to obtain and maintain the required level of security clearance as a condition of employment in this classification including:
    • Reliability Status:
      • Consent to a Criminal Name Record Check
      • Consent to a Credit Check
    • Secret (Level 2) Security Clearance:
      • Consent to a CSIS (Canadian Security Intelligence Service) Indices Check
• May be required to work weekends, as required to cover hours of operation.
• Candidate must be willing and able to travel within Manitoba.
• Candidate must have a valid class 5 driver’s licence.
• Candidate must have access to a personal vehicle.

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
• critical illness insurance
• 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
• flexible work arrangement for eligible positions
• maternity, parental and adoptive leaves
• bereavement and family responsibility leaves
• employee and family assistance program
• mental‑health programming
• lunch‑and‑learn offerings
• discounted gym memberships and 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.