Manager, Personal Insurance Operations

Role Overview

• Design, implement, and maintain operational workflows to ensure consistency, accuracy, and efficiency across the Personal Insurance team.
• Conduct regular workflow reviews and updates in response to regulatory changes, carrier requirements, or internal process shifts.
• Develop and maintain EPIC template letters, including content creation, version control, and quality assurance.
• Proactively identify operational inefficiencies and lead process improvement initiatives from concept through to implementation.
• Partner with key internal stakeholders and department heads to build consensus and drive change management.
• Identify and evaluate opportunities for Robotic Process Automation (RPA) and lead or support implementation efforts to reduce manual workload and increase throughput.
• Own data integrity initiatives — identify data quality issues, perform root cause analysis, and execute correction strategies.
• Liaise with the BI team to support the development, maintenance, and distribution of operational reports and dashboards that provide leadership with actionable insights.
• Monitor key operational metrics and proactively flag anomalies or trends requiring attention.
• Serve as a primary operational liaison with carrier partners on matters related to document distribution.
• Coordinate the rollout of carrier-initiated changes to internal teams, ensuring timely communication and documentation updates.
• Oversee CSIO download processes; investigate and resolve CSIO-related issues, performing root cause analysis and coordinating with carriers and internal teams to implement solutions.
• Serve as a subject matter expert and power user for the EPIC Broker Management System.

Requirements

• Minimum 5 years of experience in personal insurance operations, brokerage management, or a related insurance administration role.
• Demonstrated proficiency with Applied EPIC Broker Management System, including template letter creation and workflow configuration.
• Experience participating in UAT for broker management system implementations, upgrades, or integrations and defect management.
• Hands-on experience with CSIO download processes and carrier data integration.
• Advanced proficiency across Microsoft 365 products: Word, Excel (including pivot tables and data analysis), PowerPoint, and Dynamics.
• Familiarity with Power BI for dashboard development, operational reporting, and data visualization; experience liaising with BI or analytics teams.
• Proven track record in identifying process improvement opportunities and leading successful implementations.
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent communication and stakeholder management abilities — confident presenting to both technical and executive audiences.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

Tech Stack

• RPA

Benefits

• Extended health benefits
• Disability insurance
• RRSP matching
• Paid-time-off benefits
• Eligible bonuses and commissions