Manager, Business Operations - Alberta

Manager, Business Operations - Alberta

The Manager, Business Operations is responsible for leading and overseeing regional operations by providing leadership and direction to New Business, Policy Service and Office Coordination employees located across the region. The Manager is accountable for building a cohesive provincial team; acting as a change agent by leading teams through evolving business priorities, processes and operational changes; and planning and maintaining work systems, procedures and policies that enable strong employee performance, consistent service delivery and an effective advisor experience. The role also identifies and advances opportunities to improve operational efficiency, accuracy and service delivery across the province.

This role requires regular travel and a visible presence across regional offices. The incumbent is expected to travel regularly within the region and, when required, outside the region to support operational priorities, employee needs, business requirements, leadership engagement, and local office activities.

Responsibilities:

• Effectively plan and allocate employees and resources to ensure workflow meets productivity, departmental and quality goals, while maintaining PPI’s service standards.
• Provide on-going business leadership including workflow management, recruiting, performance reviews, vacation scheduling and attendance tracking.
• Coach, mentor and develop employees through regular one-on-one meetings, needs assessments, timely feedback, training and career development planning.
• Foster and promote a collaborative, high-performing team culture that encourages knowledge sharing, consistency, and support to enable each employee and department to succeed.
• Identify, recommend, implement, and maintain appropriate controls and feedback mechanisms to monitor performance/service, identify opportunities, and support continuous improvement.
• Provide leadership on complex or escalated cases, ensuring timely resolution and alignment with operational and risk guidelines.
• Drive consistency in application of processes and service standards across regions in collaboration with national operations leaders.
• Partner closely with Sales leadership to strengthen collaboration, address advisor-related concerns, and align on priorities and service 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. 
• Travel required both within the region and nationally 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

• Strong understanding of insurance distribution and the marketing/sales environment, combined with proven results-oriented leadership, in high-volume, service-driven environments

• Proven ability to embrace and promote a positive approach to change while leading teams through evolving processes, priorities, and operational updates.

• 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

• Industry designations (e.g., ALMI, FLMI, ACS) considered an asset

We thank all applicants for applying, however, only those selected for an interview will be contacted.  Your resume may be used for other vacancies.