Province: British Columbia

Northern Savings Insurance Services, our insurance subsidiary, has an exciting career opportunity. Our current opening for a full time General Manager, Insurance may just be what you have been waiting for. General Manager, Insurance, is the leader of an insurance division and one business unit. The role oversees the daily operations of an insurance office as well the overall subsidiary’s performance.

Primary Purpose

The General Manager, Insurance provides strategic leadership to a multi-branch insurance agency including recommending and implementing strategies and programs to develop and grow the business. Will be responsible to lead the provision of exemplary customer service, provide for engagement of employees, manage the operations to be efficient and effective, take action to mitigate current and emerging risk, and provide for financial health of the unit while contributing to the operational and financial health of Northern Savings Insurance Services and the Credit Union as a whole.

The General Manager, Insurance professionally demonstrates positive leadership within their business unit and insurance division, the Credit Union and externally in the community. The role is responsible to develop and implement strategic and operational business objectives related to the delivery of insurance services. They are accountable for producing insurance specific financial results and customer service excellence. This role acts to inspire employees of Northern Savings Insurance Services to produce results that are in the best interest of the Credit Union, while respecting the needs of its customers and members. The General Manager, Insurance leads the development and training of employees so that they can meet their goals and achieve their maximum potential

Key Accountabilities

Knowledge of Market and Industry:

• Maintains knowledge of internal and external insurance market with regards to services, products, rates and fees.
• Maintains knowledge of economic factors and their implications for the business.
• Maintains awareness of competition in the market.
• Maintains knowledge of Credit Union products and services in order to refer customers to the branch, Businesses Services and Financial Planning.
• Provides leadership recognition for the Credit Union through the identification of subject matter experts at Northern Savings who can share their knowledge in the community at local events or engagements
• Identifies initiatives to facilitate the Credit Union’s corporate social responsibility in the community and works with staff and community leaders in fulfilling commitments.

Customer Service:

• Organizes the delivery of products and services to achieve customer service excellence.
• Monitors the changing customer needs and expectations and adapts to those needs.
• Ensures professional image of business unit to members and internal customers.
• Collaborates with staff in addressing services issues and customer concerns.
• Advises Corporate Office on challenges in delivery of products and services to maximize customer service and on changing member needs and expectations.
• Is an advocate for Northern Savings Credit Union in attracting new members in order to build the membership base.
• Actively seeks new customers for the insurance subsidiary and actively seeks to provide additional insurance for a customer’s full needs.

Employee Engagement:

• Builds a positive, capable team to meet the mandate of the business unit.
• Builds a positive work environment that is motivating to staff.
• Works with direct reports in establishing annual personal goals and targets and supervises progress on meeting or exceeding those goals.
• Provides coaching to enhance employee performance with respect to sales, quality of customer service, processing and delivery of policies, handling of claims, and interpersonal skills.
• Establishes performance targets for agency branches; monitors performance and provides coaching and direction o agency branches to facilitate achievement of goals.
• Fosters a culture consistent with the Credit Union’s values and service philosophy.
• Delivers effective ongoing performance feedback for staff.
• Identifies training and development needs to assist knowledge level of staff and facilitates delivery.
• Collaborates with management team colleagues and with Corporate Office staff and leaders.

Operational Effectiveness:

• Provides for effective functioning of Northern Savings Insurance Services and attaining stated objectives.
• Identifies process improvements and implements such within unit and shares with other applicable units and with Corporate Office.
• Facilitates communication between senior management and staff.
• Contributes to the setting of the business unit’s strategic direction.
• Addresses day to day administrative issues on a timely basis and facilitates resolutions.
• Proactively identifies inherent risk to products and operations and implements appropriate risk responses to mitigate to acceptable tolerance.

Risk Management and Financial Health:

• Sets unit objectives that are aligned with Credit Union’s strategic direction.
• Actively monitors level of policy renewals and new policies, commissions, and expenses and takes action to meet established financial goals and/or advising sound reasons for adjustments required.
• Provides referrals to other business units, i.e. Retail, Business Services, Financial Planning.
• Ensures operations meet compliance and regulatory requirements as well as abiding by corporate level policy.
• Proactively identifies inherent risk to products and operations and implements appropriate risk responses to mitigate to acceptable tolerance.
• Maintains approval authority for transactions outside staff limits and delegate appropriate limits to staff members.

Minimum Qualifications

Education:

• Completion of post-secondary education required.
• Completion of sales training required.
• Level 3 Nominee License

Experience:

• Previous insurance sales and service experience is required.
• Requires an advanced knowledge of insurance products, services, and regulations
• Previous leadership experience is required.
• Combination of education and/or experience will also be considered.
• Demonstrated past community involvement is preferred.

Skills:

• Effective coaching skills, strong leadership behaviours that motivate and inspire others to achieve directed outcomes and goals. Demonstrated sales skills.
• Expert knowledge of insurance products and services required.
• Expert knowledge of insurance software applications is required.
• Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
• Ability to communicate and liaise professionally with customers, potential customers, community groups and co-workers while maintaining confidentiality.
• Working knowledge, skills, and experience in Microsoft Office.

Travel is a requirement of this position.