Manager, Business Operations

Manager, Business Operations

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.

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