Supervisor, Policy Service Individual Insurance

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed love to hear from you. Our culture is built on care passion and curiosity. We put people above all else strive to be our best and welcome new ideas to deliver positive role offers the opportunity to lead the daytoday service delivery of a Policy Services team playing a key role in Equitables client experience strategy. You will ensure policy service interactions are seamless proactive and empathetic while maintaining strong operational risk and compliance will lead and develop a growing team drive service quality and productivity support process and technology improvements and contribute to a multiyear transformation toward a more digitized clientcentric inforce one of the regions top employers and be part of something that truly makes a Arrangements: This is a hybrid role. You will work in our office in Waterloo ON a minimum of two (2) assigned consecutive days every other week plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum youll do:Lead and manage daytoday Individual Insurance Operations to ensure work is completed accurately efficiently and within established service standardsOwn workload planning capacity management and intraday productivity monitoring to optimize service delivery and team performance Deliver consistent highquality service experiences for Policyholders Advisors MGAs and internal partners Manage and resolve escalated service issues complex case exceptions and complaints Establish and maintain strong procedures documentation training and operational controls to ensure quality consistency and scalability Ensure appropriate service quality and productivity metrics are in place; monitor performance and act on results through coaching corrective actions and process improvements Recruit develop and lead a highperforming engaged team through ongoing coaching mentoring and performance management Foster a clientcentric accountable and continuousimprovement culture within the team Support and participate in projects related to new systems products regulatory changes and Agile initiatives acting as a subject matter expert or engaging the appropriate SMEs from the team Identify implement and sustain continuous process improvements that enhance efficiency quality cost effectiveness and client experience Ensure compliance with insurance legislation tax regulations CLHIA guidelines AML requirements privacy standards complaint handling protocols and FATCA/CRS Identify operational and regulatory risks and partner with Strategy Risk and Compliance teams to implement and sustain effective controls Oversee complex insurance calculations and quality programs in accordance with product contractual and regulatory requirements Ensure accurate account balancing and maintenance across multiple functionsWhat youll bring:Bachelors degree in Business Administration Finance Insurance or a related field or an equivalent combination of education and experience25 years of experience in insurance operations underwriting or case management preferably within individual life insurance Sound knowledge of life insurance products contract provisions and inforce administration Strong people leadership capabilities with a passion for coaching mentoring developing talent and leading through change Demonstrated ability to deliver difficult feedback and decisions with empathy and clarity Strong understanding of Individual Operations functions workflows and interdependencies Experience driving operational excellence through workflow design process improvement and change management Exposure to project management methodologies and Agile ways of working Excellent analytical problemsolving critical thinking and decisionmaking skills Proven ability to use data and performance metrics to identify trends manage outcomes and improve quality and productivity Working knowledge of insurance compliance requirements including AML privacy FATCA/CRS tax rules and complaint handling Technical proficiency with insurance administration systems (e.g. Ingenium FASAT) CRM tools and Microsoft Office Suite Preferred industry certifications such as LOMA CLU CHS Life License or similar in it for you:Career Growth: Regular learning sessions and developmentopportunitiesTotal Rewards: Incentive pay annual salary reviews employer-paid benefits and pensionmatchingTime Away: Competitive vacation plus one paid volunteer day each yearFlexibility: Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day approachAt Equitable were committed to fair pay and an inclusive accessible hiring experience. If you need accommodations or alternative formats at any stage just reach out to us at were happy to base pay will be based on your skills qualifications experience and addition to your salary this role is eligible for a discretionary annual incentive award tied to business performance plus a wide range of competitive benefits. If youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats To: Senior Manager Policy ServiceDepartment: Individual Insurance Term: Permanent Full-Time