Supervisor, New Business Administration

Equitable Life of Canada Voir toutes les offres

  • Waterloo, ON
  • Permanent
  • Temps-plein
  • Il y a 20 jours
The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.Client experience and service are central to Equitable’s strategy, and the onboarding experience plays a pivotal role in creating strong first impressions that enable long-term relationships with our clients, advisors, and distribution partners. The Supervisor, New Business Administration leads the end-to-end processing of new Individual Insurance applications—from intake and underwriting requirements through placement and policy issue—while guiding a team of operational professionals to deliver accurate, compliant, and timely outcomes within established SLAs. This role drives workflow efficiency, resolves escalated issues, and partners with internal stakeholders to deliver a fast, high-quality onboarding experience, improve straight-through processing, and reduce not-in-good-order (NIGO) rates. As an externally facing leader, this position requires a strong client-service orientation, professionalism, sense of urgency, and the ability to manage key relationships, while building and developing a high-performing service organization within Equitable’s Individual Insurance businessJoin one of the region’s top employers and be part of something that truly makes a difference.Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.What you’ll do:
  • Lead day-to-day New Business operations across Input, Issue/Settle, and Administration, ensuring effective coordination between case management and administration teams
  • Ensure transactions are completed accurately, on time, and in compliance with legislative, treaty, taxation, AML, privacy, complaint handling, FATCA, and CRS requirements
  • Review and approve exceptions within delegated authority, escalating non-standard or higher-risk decisions and supporting consistent application of decision guidelines
  • Serve as an escalation point for advisors, MGAs, and internal partners, providing timely updates, issue resolution, and clear expectation management
  • Monitor service performance, workflows, and capacity to proactively address bottlenecks, system challenges, and risks to service levels, cycle times, and SLAs
  • Partner closely with Underwriting, Legal, Compliance, Sales, Operations, and Case Management leadership to align decisions, mitigate risk, and support business outcomes
  • Communicate operational risks, service impacts, and emerging trends to leadership, escalating issues requiring cross-functional or senior-level alignment
  • Identify recurring issues, rework, and inefficiencies; recommend and implement process improvements to enhance quality, productivity, and client experience
  • Support transformation and change initiatives by testing new processes, providing frontline insights, and reinforcing adoption within the team
  • Act as a subject matter expert for products, systems, and agile initiatives, supporting training, readiness, and implementation activities
  • Lead people operations including daily and weekly resource planning to align staffing with volumes and service demands
  • Drive performance management through ongoing coaching, feedback, and development, reinforcing productivity, quality, and compliance expectations
  • Support hiring, onboarding, and training to build team capability and readiness for increasingly complex cases
  • Promote a client-focused, compliant, and accountable culture while monitoring quality results, identifying root causes, and implementing corrective actions in partnership with Quality and Compliance
What you’ll bring:
  • Bachelor’s degree in Business Administration, Finance, Insurance, or a related field, or equivalent professional experience
  • 1–3 years of experience in individual insurance operations, underwriting, or case management
  • Working knowledge of life insurance products, with experience in critical illness insurance considered an asset
  • Industry-recognized certifications such as LOMA, CLU, or other relevant credentials are preferred
  • Strong operational excellence skills, including organization, time management, workflow design, continuous improvement, and change management
  • Proven ability to manage multiple deliverables, deadlines, and projects effectively in a fast-paced environment
  • Excellent verbal and written communication skills, with the ability to collaborate effectively with internal teams and external partners
  • Solid understanding of risk management and compliance, including exception analysis, AML, privacy, FATCA/CRS requirements, and complaint handling
  • Proactive problem-solving mindset with a focus on resolving issues and removing barriers in case processing
  • Technical proficiency with insurance administration systems, CRM platforms, and the Microsoft Office Suite
  • Strong analytical skills, leveraging data and trends to support decision-making and drive process optimization
  • Leadership capabilities, including delegation, coaching, mentoring, and the ability to lead through change and influence cross-functional stakeholders
What’s in it for you:
  • Career Growth: Regular learning sessions and development opportunities
  • Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
  • Time Away: Competitive vacation plus one paid volunteer day each year
  • Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach
At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at . We’re happy to help.Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.Reports To: Manager, Individual New Business
Department: Individual New Business
Term: Permanent Full-Time

Equitable Life of Canada