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Manager, National Operations – Training, Quality and Process Solutions

  • Employer: PPI Management Inc.
  • Office: 1200-2235 Sheppard Avenue E
  • City: Toronto
  • Province: Ontario
  • Job category: Not Evaluated (Job Family)
  • Job ID: JR10006307
  • Job type: Permanent Job Full time

Company Overview

iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term.

With operations across Canada and in the United States, iA Financial Group and its over 5,000 employees work hard every day to offer the best service to over four million clients.


PPI company overview:

Shaping Dreams Into Legacies

PPI elevates independent financial advisors to the next level.

Supporting advisors with market leading expertise and technology, we empower them to build the best solutions for their clients through proprietary tools, a comprehensive product suite, unparalleled life insurer relationships and competitive compensation.  A tireless supporter and advocate for Canada’s insurance advisors, PPI offers national resources through a network of local offices from coast to coast.

Unparalleled resources. At your command.

Our business culture is guided by our core values, grounded in a powerful belief in the enhanced value of life insurance. We are also strong advocates for the essential value of insurance advisors to further the goals of their clients. For PPI, this means doing everything in our power to open new markets for advisors and enable their practices to prosper and thrive.

For more information about PPI visit:

To maintain PPI’s exacting level of service, we are looking for a Manager, National Operations – Training, Quality and Process Solutions to join our National Operations Team. 

Manager, National Operations – Training, Quality and Process Solutions

Working closely with the National Vice-President, Business Operations, Compensation and Process Improvement, and in consultation with senior leadership, the Manager, National Operations – Training, Quality and Process Solutions is responsible for developing, designing and implementing the national learning, quality and process solution strategy with the goal of increasing the skills, knowledge and efficiency of PPI Broad Market Operations staff. 

The Manager, National Operations – Training, Quality and Process Solutions provides leadership and direction to the National Operations Learning Quality and Process Solutions Team utilizing available resources, including iPipeline technology platforms, SharePoint, Microsoft suite of technology, learning solutions and web technologies in the design, implementation and testing of business process solutions to enhance the overall PPI advisor and customer experience. 

What you will do:

  • In consultation with senior leadership, develop a national learning and quality strategy with a goal of increasing the knowledge and competency of all broad market operations staff.

  • Assess training and development needs to develop and deliver comprehensive, effective training and eLearning programs specific to each area and individual's needs.

  • Evaluate and provide effective feedback and positive reinforcement to all operations staff regarding training.

  • Provide analysis for, and design processes and documentation relating to, operational administration. Maintain and update training documentation as required.

  • Ensure the consistent application of processes across all PPI offices through the development of specialized procedures and corresponding training programs.

  • Assess and respond to changes in technology, the industry and in our environment by conferring with management to increase efficiencies for all operations staff by adding, removing and recommending modifications to existing processes.

  • Working in conjunction with the Manager, National Operations Process and Business Improvement, review and analyze opportunities to improve processes through further development and design of automated solutions to enhance service delivery in conjunction with third-party developers and/or PPI’s IT group.

  • Design and implement a national program with the goal of improving the quality of data through enhanced testing and internal quality control measures.

  • Projects as identified and assigned.

  • Travel to various office locations as required.

Who you are:

You enjoy working closely with colleagues and have a consultative, customer focused mindset in all interactions with exemplary written and oral communication skills and the ability to engage and influence various stakeholders.

You bring superior business analysis and problem solving skills with the ability to make recommendations based on analysis and are results driven with a demonstrated ability to flourish in environments of significant change.

What we are looking for:

  • Minimum 10 years’ experience in the life insurance industry

  • Industry designations desired – FLMI, ACS

  • Proven expertise in life insurance company administration processes and systems, including WealthServ

  • Proven facilitation, presentation and public speaking skills

  • Effective problem solving capabilities with the initiative to be innovative and creative with developing new ideas and concepts

  • Exemplary organization and time management skills with demonstrated ability to organize self and others while handling multiple priorities simultaneously

  • Ability to work both independently and collaboratively with proven coaching skills and the ability to foster teamwork and develop and maintain relationships

  • Advanced degree of skill with Microsoft Office and SharePoint

  • Working knowledge of e-Learning tools (Webex, Compass, LMS, Storyline) to facilitate remote location training

  • Preference will be given to candidates who are fluently bilingual (both oral and written) in French and English

We thank all applicants for applying, however, only those selected for an interview will be contacted.  Your resume may be used for other vacancies.

Working at iA Financial Group

We consider our employees to be our most important investment and we have a lot to offer them. Find out more about iA.

Our Commitment

iA Financial Group is committed to having an equal access employment program and welcomes applications from women, visible minorities, Aboriginal peoples and disabled persons. Any use of the masculine form is to simplify the text and includes the feminine form.

Also, we are committed to fostering a workplace that promotes diversity and inclusion. We can provide accommodation in our recruitment and selection processes to applicants with disabilities where required. Please contact your Recruiter, or send an email to