About the Role

The Chief Operating Officer will lead the development of scalable, efficient, and compliant operations that support QAG's growth, profitability, and strategic objectives. Working closely with the President/CEO and leadership team, the Chief Operating Officer will align people, processes, technology, and financial performance while fostering accountability and consistently delivering value to clients.

This is a hybrid role, offering a flexible schedule that balances in-office collaboration with remote work.

What to Expect in Your First 3 Months

First 30 Days: Complete an operational review of all business units to identify the highest-priority opportunities to improve efficiency, service quality, profitability, and risk management. Develop a 12-month operational roadmap, aligned with the company's strategic plan, with clear priorities, owners, timelines, and measures of success.

First 60 Days: Establish a company-wide KPI scorecard covering revenue, profitability, productivity, service delivery, client retention, and operational performance, with a consistent monthly reporting process. Document or refine the highest-priority internal workflows and standard operating procedures, including clear roles, responsibilities, service standards, and accountability measures. Identify at least three opportunities to automate manual processes, improve data accuracy, or strengthen system functionality, and begin implementing the approved priorities.

First 90 Days: Review operational costs, budgets, and resource allocation with the CEO and Finance, and recommend opportunities to improve margins without compromising client service. Assess key operational, regulatory, privacy, contractual, and technology risks and establish an action plan to address any identified gaps. Work with the leadership team to clarify the organizational structure, leadership responsibilities, and succession or development priorities required to support growth.

What You'll Do

• Develop and implement internal processes, workflows, and standard operating procedures that support growth and profitability.
• Identify operational inefficiencies and implement improvements that enhance productivity, quality, and client experience.
• Partner with the CEO and finance leadership to improve revenue growth, margins, productivity, and overall profitability.
• Participate in operating budget planning and regularly monitor performance against financial objectives.
• Identify opportunities to improve cost efficiency without compromising service quality.
• Develop and monitor key performance indicators (KPIs) for all business units.
• Partner closely with the CEO and leadership team to develop and execute the company's strategic plan.
• Assist with evaluating opportunities for new client block acquisitions, technology services, and strategic partnerships.
• Ensure organizational resources are aligned with the company's growth objectives.
• Support the Manager of Operations with refining a consistent, responsive, and high-quality service delivery model for clients and their plan members.
• Work with leadership to identify opportunities to increase client value and strengthen long-term relationships.
• Champion a client-first culture throughout the organization.
• Establish organizational structures that support accountability, collaboration, and growth.
• Work with the CEO and leadership team to develop a succession plan and leadership-development strategies.
• Identify opportunities to automate manual processes and improve data accuracy and efficiency.
• Partner with technology vendors and internal stakeholders to ensure systems effectively support business needs.
• Ensure operational practices comply with applicable benefits, privacy, employment, regulatory, and contractual requirements.
• Work with the Manager of Operations, IT, and compliance to establish appropriate controls, policies, and procedures to mitigate operational and business risks.
• Work with internal compliance officers, legal, and insurance partners as required.
• Participate in the discussion and negotiation of key insurer relationships and service/bonus agreements.

What We're Looking For

• Bachelor's degree in business administration, operations management, finance, human resources, or a related discipline
• Or, minimum 7-10 years of progressive leadership experience in operations, including responsibility for process improvement, financial performance, strategic planning, and organizational growth.
• Experience in the employee benefits, insurance, or financial services industry, including familiarity with insurer relationships and service agreements

Critical Competencies

You will succeed in this role if you are:

• An Effective Communicator - Communicates clearly, in a positive and respectful manner, and builds relationships through tact and diplomacy.
• A Client Centric professional - Prioritizes and takes action based on the needs of internal and external clients, consistently striving to meet or exceed expectations.
• Someone who Embraces Change - Thrives in a constantly changing environment, adjusting thinking and behavior to stay resilient and unafraid to challenge the status quo.
• A Team Player - Works with others to achieve individual, team, and organizational goals, valuing diverse perspectives and committed to shared success.
• An Organized planner - Invests time in upfront planning, organizes and schedules work efficiently, and stays focused on key priorities and deadlines.
• An Innovator - Thinks beyond tradition, seeking new and better ways of doing things and encouraging experimentation.
• A Continuous Learner - Continuously seeks opportunities to learn and grow, taking ownership of career development through experiential, social, and formal learning.

Compensation

Compensation for this role is based on experience and will be discussed during the interview process. This reflects the annual base salary only and does not encompass the comprehensive total rewards package that we proudly offer.

Why Join Us

• Beyond salary, we offer generous paid time off, extended health and dental benefits, RRSP matching, and flexible work options
• Wellness support, including comprehensive mental health resources, to prioritize your well-being both in and out of the workplace
• A supportive culture, with opportunities to grow, and where our team members feel valued and empowered to thrive.

If you're ready to do meaningful work and grow your career with Quinn Advisory Group, we'd love to hear from you. Click Apply to submit your application.