Job Description
Company Description
Who We Are
With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.
At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that’s why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.
Job Description
What You’ll Do:
Reporting to the Senior Manager, OTIP Service, you will lead a team of Brokers who deliver exceptional service to our members. You will build strong relationships with your team, support their development and ensure they have the guidance, tools and coaching needed to perform at a high level. With a strong focus on operational excellence, you will use performance insights to drive continuous improvement, strengthen the customer experience and support the overall success of the brokerage. The core parts of your role will be to:
Provide day‑to‑day leadership, coaching and support to a team of Brokers, fostering a positive, high‑engagement environment where employees feel empowered to succeed.
Lead the recruitment and selection of team members, ensuring strong hiring decisions that align with organizational needs and team culture.
Monitor service performance, analyze trends and use data to inform decisions that enhance service quality, productivity and customer satisfaction.
Coordinate daily operations to ensure service standards, policies and workflows are consistently met.
Support the resolution of member issues by guiding the team, removing barriers and ensuring escalated situations progress to timely effective outcomes.
Collaborate with leaders and partners across the brokerage to align on priorities, share insights and support strategic initiatives.
Maintain strong working relationships with insurance partners, resolving underwriting or procedural issues as required.
Contribute to business growth by ensuring your team delivers proactive, high‑quality service that strengthens member relationships and supports organizational goals.
Perform other duties within the scope of the Assistant Manager role, as assigned.
Qualifications
Let’s Talk About You:
This is the unique blend of skills and experience we would love to see in an ideal candidate:
Experience leading, coaching, or supervising employees in a customer service or contact centre environment.
Strong communication, coaching and performance development skills, with the ability to build trust and motivate others.
Ability to interpret performance data and use insights to guide decisions and improve outcomes.
High level of organizational ability with experience managing multiple priorities in a fast‑paced environment.
Exceptional interpersonal, written, and verbal communication skills, with the ability to work effectively with employees, leaders, and external partners.
Strong problem‑solving abilities and a commitment to delivering an excellent customer experience.
RIBO Licensed or willing to obtain.
Working towards or completion of CIP is an asset.
We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.
Additional Information
Salary Range:
This position offers a competitive salary within a range of $76,279 to $104,939, along with rewarding bonuses that recognize your dedication.
At the OTIP Group of Companies (OGC), we value transparency and take multiple factors into account when determining your starting salary, including your skills, experience, and alignment with the role as well as internal equity, while positioning you for continued growth and recognition over time.
Some of the Perks We Offer:
We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness support to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:
- Defined benefit pension plan for a financially confident retirement
- 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
- Access to a wealth of learning resources, including LinkedIn Learning for professional development
- Flexible work-from-home and hybrid options
- Unlock your potential with opportunities for advancement
Recruitment Process:
Please note that we do not currently use artificial intelligence (AI) in our recruitment process and this position is being posted to fill an existing vacancy.
OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.
As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.
We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.
Let’s work together! If you are interested in this opportunity, please apply online.
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