Under the general direction of the Manager of Insurance, the Manager of Member Services provides functional support to RMA Insurance and supervises the agency team made up of the Member Service Representatives. This role will assist in the management of RMA Insurance brokered products, the realization of marketing and growth goals, implementation of the RMA Insurance risk management program (sessions and planning), development of medium account strategy, and promotion and maintenance of the highest level of service for the RMA's membership base.
This position directly supervises agency staff and is tasked with creating and maintaining a collaborative and efficient culture.
This position will be required to work in the office in Nisku, Alberta.
Key Responsibilities Include:
Responsibilities & Activities:
Supervise the agency team providing our members with the best possible experience and peace of mind they’re looking for.
Assist in implementing policies, processes, and practices based on RMA Insurance strategies, results, and current insurance industry trends.
Assist in setting and implementing RMA Insurance’s strategic goals.
Act as the principal contact and point person for the medium account strategy, which tailors service to midsized members within the RMA Insurance program.
Assist in developing and implementing marketing and growth strategies for RMA Insurance.
Analyze risk management and insurance trends. Assist in directing risk management activities.
Keep abreast of, and make recommendations regarding insurance industry legislation and regulation, ensuring the agency programs comply with all relevant laws and regulations.
Support internal communication processes between the insurance business areas (Agency, Claims, Genesis) regarding policy and practices.
Distribute information regarding product and process changes in a timely manner.
Manage day-to-day operations for a team of RMA Insurance team.
Works alongside the RMA Insurance staff, as well as the Manager of Insurance. Also, works with RMA Insurance members, brokers, and underwriters.
The Manager of Member Services will have access to highly confidential member and association information. It is expected and required that this information be held in the strictest confidence.
Skills & Experience Required:
Minimum 5 years insurance agency and/or managerial experience
Local government and/or non-profit experience
Agency or managerial experience and/or training
Strong leadership, customer-orientation, communication, strategic, business-sense, analytical, financial, and personal management, results-orientated, and politically astute.
Experience and knowledge of Microsoft Office
Recognized Canadian accredited insurance designations (CIP, FCIP, CAIB, or CRM)
Level II Alberta General Insurance Agent Licence
A leader, motivator, and team player. Reassures and encourages others. Has presence, energy, and genuine passion. Able to influence others to the desired outcome and demonstrates how a course of action is effectively related to customer interests.
Understands the value of the customer to the business. Encourages and supports subordinates to add value to the customer. Searches for alternative solutions to help satisfy member needs. Relates to customers in a positive, friendly manner.
An active listener. Possesses well-developed presentation skills and has the ability to articulate thoughts and ideas. Possesses well-developed written communication skills. Strives for effective communication with team members.
Strategic Business Sense
Sees the big picture. Actively researches current competitive developments in the insurance industry. Understands the strategies of key competitors and other stakeholders and formulates proactive strategies to gain competitive and profitable advantages.
Has the capacity for thinking analytically and evaluating complex business and accounting issues. Conveys information in a way that it is understood and is relevant.
Demonstrates a style that actively promotes involvement with staff with an emphasis on motivation and encouragement of people, teams, and activities.
Leads with a strong sense of service in all budgeting, accounting matters, and management reporting.
Personal Management Skills
Demonstrates self-confidence and interpersonal flexibility, perseverance, and integrity. Has strong decision-making skills. Extremely well organized with effective time management skills. Is quick to learn and adapt to new challenges and situations. Has a positive attitude. Is highly ethical, both professionally and personally.
Recognizes that progress must be shown and be measurable and can quickly analyze problems to reach a conclusion. Expects the highest quality performance from self.
Able to lead and motivate various constituencies. Knows and understands legislative and regulatory processes. Interacts with diplomacy and tact.
We thank all applicants in advance of their submissions, but only those chosen for an interview will be notified.