Senior Operations Manager (TruStone Financial)

Empire Life, LLC; Mississauga; On-site; CAD 93,000 - 128,000; Full time

Benefits offered by this job

Company pension

Dental care

Disability insurance

Employee assistance program

Extended health care

Life insurance

Paid time off

Job summary

TruStone Financial Inc. is seeking a Senior Operations Manager to lead the National Operations team. This role reports to the Director of Operations and oversees contracting, new business, customer service, and investments to drive efficiency, cost control, and service excellence.

The position requires strategic thinking and the ability to build a high-performance, inclusive culture. Key responsibilities include capacity planning across national hubs, process improvements, budget management, and

Qualifications

• Bachelor’s degree or equivalent professional designation.
• Proven ability to manage multi-jurisdictional, hybrid teams.
• Strong analytical and problem-solving skills.

Responsibilities

• Strategic Planning: Develop and execute capacity planning strategies for national hubs.
• Operational Excellence: Identify and implement process improvements to reduce costs.
• Leadership & Talent Management: Coach, mentor, and manage a hybrid national team.
• Financial Oversight: Develop and manage the operational budget.
• Performance Metrics: Establish and monitor KPIs; prepare executive reports.
• Project Management: Lead complex operational projects from inception to completion.
• Stakeholder & Vendor Relations: Represent the organization with vendors and industry groups.
• Compliance & Risk: Ensure operational compliance and data handling security.
• Ad hoc activities and analyses as required.

Skills

Strategic planning

Leadership

Analytics

Negotiation

Stakeholder management

Education

University degree or professional designation

Job description

TruStone is looking to hire a Senior Operations Manager to join our team! We are actively seeking candidates to fill a current, open position.

Compensation: Base Salary Range: $92,585 - $127,825. The posted range reflects the base salary for this position only.

The Senior Manager, Operations provides strategic leadership and oversight to the National Operations team. Reporting to the Director of Operations, this role is responsible for the operational effectiveness of Contracting, New Business, Customer Service, and Investments. The Senior Manager drives continuous process improvement, manages national resource allocation, and ensures service levels consistently exceed targets while fostering a high-performance, inclusive work culture.

About us

TruStone Financial Inc. (TSF), is redefining an industry by providing independent financial advisors exceptional service and developing meaningful relationships.

We are an MGA (Managing General Agent), an intermediary contracted by insurers to operate on their behalf to facilitate sales and support of life and health insurance and investment products by independent, contracted and licensed insurance advisors. With an emphasis on training, marketing, and technology, TSF is continually innovating to provide the highest level of service possible for our advisors.

TSF is proud to cultivate and sustain long lasting relationships with our advisors, employees, and suppliers.

Why pursue this opportunity

Impactful work - get the opportunity to work on meaningful projects that have a positive impact on our customers, our company, and society as a whole.

Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.

Diversity, equity, and inclusion - we are committed to creating a diverse, equitable, and inclusive workplace and welcome candidates who share this commitment.

What you’ll be working on

• Strategic Planning: Develop and execute capacity planning strategies to ensure optimal staffing and resource allocation across all national hubs (London, Mississauga, Vancouver).
• Operational Excellence: Identify and implement process improvements, automation, and best practices to streamline workflows, reduce costs, and enhance productivity.
• Leadership & Talent Management: Provide coaching, mentorship, and performance management for a hybrid national team. Lead recruitment, training, and succession planning to build future organizational capability.
• Financial Oversight: Develop and manage the operational budget, ensuring cost-effectiveness and efficient resource utilization.
• Performance Metrics: Establish and monitor Key Performance Indicators (KPIs). Prepare executive reports on operational health and provide actionable insights to senior management.
• Project Management: Lead complex operational projects from inception to completion, ensuring they remain on schedule and within budget.
• Stakeholder & Vendor Relations: Represent the organization with vendors, industry associations, and carrier operations committees.
• Compliance & Risk: Collaborate with department managers to ensure company-wide operational compliance and the secure handling of sensitive data.
• Perform ad hoc activities, analysis and projects, as required.

What we’re looking for you to have

• 7–10 years of progressive management experience, with at least 10 years in the MGA or insurance industry.
• University degree or relevant professional designation (e.g., FLMI) is preferred.
• Proven ability to manage multi-jurisdictional, hybrid teams and resolve complex interpersonal conflicts.
• Strong analytical skills with the ability to research, integrate ideas, and solve multi-faceted operational problems.
• Exceptional negotiation and relationship management skills.
• If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.
• Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Beyond the salary

For regular full-time positions, TruStone offers a comprehensive total rewards package that includes:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off

Get to know us

TruStone is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process.

We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

TruStone welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact [e-mail].