About Manitoba Public Insurance

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About the Vice President & Chief Operations Officer

As a member of the executive leadership team, the Vice President & Chief Operations Officer will provide strategic and operational leadership to MPI’s customer service delivery functions. They will also build strategic relationships and partner with MPI’s 800+ brokers and their associations to provide high-quality, effective, and accessible service delivery to all Manitobans.

In addition, the successful candidate will play a key leadership role in the business-led, technology-enabled transformation of MPI’s operations (currently named Project NOVA).

The Vice President and & Chief Operations Officer will also be accountable for developing strategic plans and translating them into operational and business plans for the division. This includes defining and executing on the divisional roadmap in collaboration with the President & CEO and executive leadership team.

Additionally, the Vice President & Chief Operations Officer will hold supervisory responsibilities for the Director of Driver & Vehicle Administration, the Director of Broker Support & Customer Service and the Director of Service Centre Delivery. Accountable for continuously building and managing a high-performance organization with dedicated, skilled, engaged and customer-focused team members, with effective governance and risk practices.

About the Leadership Accountabilities

Accountability 1: Strategic Planning and Transformation

• Participates in the development of the vision, direction, goals, and objectives of the corporation.
• Provides strategic direction for the division and ensures the development of divisional strategies and solutions that support the corporate vision, direction, goals, and objectives.
• Translates strategic plans into operational and business plans for the division and communicates operational objectives to all employees and appropriate stakeholders.
• Defines and champions the execution of the divisional roadmap in coordination and collaboration with the President & CEO and leadership team.
• Ensures strategic, operational, and business plans meet business needs and expectations of Manitobans, MPI departments and other internal stakeholders.
• Drives innovation and creative solutions to address business challenges.
• Champions transformation throughout the division and corporation, including acting as the seniormost business sponsor of the in-flight operations transformation program (currently named Project NOVA)

Accountability 2: Operational and Performance Leadership

• Provides expert advice and guidance and identifies related operational impacts across the full range of business strategy, programs, products and services and operational issues.
• Ensures divisional operational activities are provided in an efficient and effective manner, maintaining the highest degree of service delivery.
• Directs a pro-active and responsive operations function in a cost-effective manner, in line with approved budgets as monitored through budget variance reports.
• Oversees service delivery and demand management, including cross-channel demand and service offering planning, ensuring direction and policy guidance on demand management, and implementation of effective demand deflection strategies across service channels.
• Ensures the delivery of all customer service operations through service centres across the province, including customer and claims services, and vehicle standards and inspections.
• Oversees broker service operations, including broker contract management, implementing strategies and programs that measure and improve broker performance, and ensure consistently high levels of customer service and satisfaction.
• Manages all delivery aspects of insurance and licensing operations, including vehicle registration, driver licensing and driver records, and maintains corporate accountability for customer account receivable management and rates appeal process.
• Oversees contact centre management operations and business development, promoting initiatives that demonstrate and leverage contact centre services corporately.
• Builds and sustains productive relationships with key business partners, including oversight and negotiation of new business agreements and compensation schedules.
• Oversees the design, implementation and assessment of innovative and value-added services that meet the evolving needs of Manitobans.
• Ensures the development and enforcement of fair and consistent policies, practices, standards, and procedures for delivery of all service operations.
• Develops and implements processes and practices to identify and address needs and expectations of Manitobans, MPI departments and other internal stakeholders.
• Ensures the analysis, maintenance, and communication of records required by law or local governing bodies are efficiently maintained, and updated as needed.
• Reviews and updates operational practices on a regular basis to ensure operational efficiency and compliance with regulations.
• Conducts field audits to ensure compliance is maintained.
• Serves as a change champion in the organizational change process to produce an improved work environment and oversees the development and implementation of divisional programs which meet current and future needs.
• Participates on the corporate executive level risk committee responsible for the management and oversight of all the forms of risk and the Enterprise Risk Management program within the Corporation.
• Acts as an Enterprise Risk Owner with primary responsibility and accountability for identification, measurement, management, monitoring, reporting and escalating of the enterprise-wide risks.
• Represents the Corporation in various venues in a manner that fosters enhanced acceptance and support of the Corporation and its mandate.

Accountability 3: Organizational and People Leadership

• Redefines roles, key people processes or structures to meet emerging and long-term organizational goals and objectives.
• Builds and sustains a cohesive and collaborative team that is committed to the best interests of MPI and applies innovative strategies to plan for and organize resources, responsibilities and/or work processes to increase volume, gain efficiencies, or improve quality.
• Sustains a high-performance culture and environment where multiple perspectives are sought out, appropriate risks are encouraged, and employees are committed to excellence in service delivery.
• Creates a climate and culture of feedback that inspires high performance and personal accountability for performance.
• Ensures that appropriate development opportunities are created, to build bench strength throughout the organization, based on an analysis of business needs.
• Leads and implements change, supporting employees through proactive communication, issue resolution and effective decision-making.
• Ensures performance management discussions are conducted with all employees providing feedback on their performance against their mandate, reviewing results and discussing activities to build skill and proficiency.
• Builds strategic development plans with key individuals to ensure improvement in future capability in the organization.

About The Education, Experience and Competency Requirements

The Vice President & Chief Operations Officer is a key contributor to the overall success of the MPI organization and requires strong leadership skills and the ability to develop and maintain an environment aligned with the organization’s key values. Candidates must meet the following education and experience requirements and be able to demonstrate several leadership and technical competencies.

The ideal candidate will hold a Bachelor's degree in commerce, business administration, or a related field, and possess over fifteen years of senior leadership experience in service and operations management, project management, and business improvement and innovation within a complex environment. While senior experience in the insurance or financial services industry would be advantageous, the completion of one or more professional designations such as a Master of Business Administration (MBA), Chartered Insurance Professional (CIP), or Fellow Chartered Insurance Professional (FCIP) is considered an asset.

The ideal candidate will demonstrate exceptional leadership skills with a proven ability to form, lead, and develop high-performing teams, and has an auditable track record of successes in leading operations and change in organizations comparable to MPI in terms of size, scope of activities, and nature of operations, such as Crown corporations or large corporations with complex multi-site operations. They will possess knowledge of corporate governance issues and an understanding of emerging trends and issues, particularly as they affect Crown corporations. Additionally, the candidate will have superior communication and negotiation skills, with proven success in public speaking and formal presentations. They will exhibit strong organizational skills and be capable of planning and managing multiple complex projects and tasks simultaneously. The candidate has a proven ability to adapt to and effectively lead or sponsor business transformation efforts, including developing a strategic vision, building consensus, and fostering momentum to ensure objectives are met. They are capable of positively engaging executive management, the Board of Directors, and influential external stakeholders such as the Public Utilities Board, the Government of Manitoba, strategic business partners, and interest groups with diverging interests, while operating with the highest level of integrity and business ethics. Furthermore, in-depth knowledge of applicable MPI legislation, regulations, policies, procedures, and practices is considered an asset.

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