Vice President - Winnipeg, Canada - Manitoba Public Insurance

Description

As a member of the executive leadership team, the Vice President & Chief Customer and Product Officer will provide strategic leadership to the strategy, product management, customer experience, the registrar & product and design, government relations, and communications, brand and marketing, and community relations functions ensuring they support high quality, effective, and accessible delivery of services to Manitobans.

The Vice President will guide the development and implementation of a long-term strategy to ensure the successful execution of corporate strategic initiatives and play a key role in transforming business operations. In addition to translating strategic plans into operational and business plans for the division, the Vice President will define and execute the divisional roadmap in collaboration with the President & CEO, and executive leadership team.

The Vice President will establish a high-performance organization with dedicated, skilled, engaged, and customer-focused team members, efficient service delivery, and effective governance and risk practices.

Accountabilities

Strategic Planning & Transformation:

• Participate in the development of the vision, direction, goals, and objectives of the corporation.
• Provide strategic direction for the division and ensure the development of strategies and solutions to support the corporate vision, direction, goals, and objectives.
• Create strategies to position the organization in the future by anticipating and acting on trends.
• Define and execute the divisional roadmap in coordination and collaboration with the President & CEO and executive leadership team.
• Translate strategic plans into operational and business plans for the division and communicate operational objectives to all employees and appropriate stakeholders.
• Ensure strategic, operational, and business plans meet the business needs and expectations of Manitobans, MPI departments, and other internal stakeholders.
• Ensure strategic, operational, and business plans consider new and emerging trends, practices, and solutions and enable MPI's ability to address future conditions or issues.
• Champion transformation throughout the division and corporation by ensuring a clear understanding of the business and the identification of appropriate solutions.

Operational & Performance Leadership & Compliance:

• Provide expert advice and guidance and identify related customer impacts and considerations across the full range of business strategies, programs, products and services, and operational issues.
• Oversee the development of the corporate strategy, planning activities, and transition to operational plans.
• Direct the operations of a proactive and responsive product and customer function in a cost-effective manner, including collecting and reporting of related metrics.
• Ensure strategies align with MPI's ambition and focus on improving customer and employee experience, operational excellence, fiscal prudence, and continuous improvement to MPI's product and service offerings.
• Oversee the development and implementation of integrated communication strategies and marketing materials that build an understanding of the Corporation's mission, direction, and initiatives with internal audiences.
• Oversee the introduction and delivery of community outreach programming that engages, informs, and inspires stakeholder audiences, both internal and external.
• Oversee the design, implementation, and assessment of innovative and value-added products and services consistent with legislation and industry standards to meet the needs of the customer.
• Ensure the effective management of customer relationships by resolving customer inquiries and concerns in a manner that is mutually beneficial to both our customers and the Corporation and oversee the corporate Customer Complaint Resolution and Tracking process as part of MPI's overall customer experience strategy.
• Oversee the facilitation and maintenance of key strategic relationships that create and foster an understanding and alignment of priorities with the government and ensure regulatory and legislative projects (including programming and product development) provided by MPI effectively and efficaciously navigate government approval processes.
• Ensure the analysis, maintenance, and communication of records required by law or local governing bodies, are efficiently maintained, and updated as needed.
• Review and update operational practices on a regular basis to ensure operational efficiency and compliance with regulations.
• Serve as a change champion in the organizational change process to produce an improved work environment and oversee the development and implementation of divisional programs that meet current and future needs.
• Participate 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.
• Act as an Enterprise Risk Owner with primary responsibility and accountability for identification, measurement, management, monitoring, reporting, and escalating of enterprise-wide risks.

People Leadership, Development & Training:

• Ensure the development, implementation, and maintenance of an effective structure for the delivery of services.
• Build and sustain a cohesive and collaborative team that is committed to the best interests of MPI and who consistently explores opportunities to enhance services.
• Sustain 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.
• Ensure employees throughout the division have the knowledge, awareness, technical skills, and competencies to contribute to the Corporation's vision and success.
• Lead and implement change, supporting employees through proactive communication, issue resolution, and effective decision-making.
• Engage in talent management and succession planning to meet current and future needs.

Qualifications

• Over 15 years of senior leadership experience in product management, customer research, customer experience, project management, and business improvement and innovation in a complex environment.
• Senior leadership experience in the insurance or financial services industry, sales, and product development would be an asset.
• Bachelor's degree in commerce, business administration, or related field. Master of Business Administration (MBA) is an asset.
• Completion of one or more of the following professional designations is considered an asset:
• Chartered Insurance Professional (CIP)
• Fellow Chartered Insurance Professional (FCIP)
• Exceptional leadership skills with a proven ability to form, lead and develop high-performing teams, and demonstrate success in leading change.
• Capable of positively engaging executive management, the Board of Directors as well as influential external stakeholders (e.g., Public Utilities Board, Government of Manitoba, strategic business partners, interest groups with diverging interests) and operating with the highest level of integrity and business ethics.
• Excellent technical foundation in communications, marketing, property and casualty insurance product management, customer service, strategy development, customer research, and consumer experience.
• Strong understanding of public sector environments and the role of a Crown corporation within a provincial government ecosystem.
• Knowledge of corporate governance issues as well as an understanding of emerging trends and issues as they affect Crown corporations.
• Strong organizational skills along with the ability to plan and manage multiple complex projects and tasks simultaneously.