Senior Operations Manager

Accomsure is the first Canadian full service Additional Living Expenses (ALE) Management Service company. Accomsure manages the short-term and long-term ALE requirements for policyholders requiring temporary accommodations or other services covered by an property insurance claim. Freeing up the ability to save time for our adjuster, services and support for our mutual policyholders and driving the necessary savings to our partners through vendor agreements and partnerships.

We provide assurance and peace of mind for policyholders and adjusters during catastrophic events (i.e. Fire, Water, Flood damage), getting them back to normalcy as soon as possible.

Job Description: Senior Operations Manager

Accomsure is in a major growth phase. For this role, we are seeking resilient individuals who have an entrepreneurial mindset anchored with a conventional operator’s discipline. As Senior Operations Manager, you will be directly accountable for the financial performance and operational efficiency of Accomsure’s day-to-day business. You will lead a team of managers across Claims Management, Product Management & Vendor Relations, driving revenue management strategies to maximize gross margin, while cultivating a growth culture where we take our work seriously—but not ourselves.

Success in this role means achieving monthly financial targets, optimizing daily processes, and inspiring a high-performing, growth-oriented team. You will lead by example, champion accountability, promote continuous improvement, and drive a positive, collaborative work environment.

Job Responsibilities:

Financial Accountability:

• Own the Operations scorecard and P&L (Gross Margin), ensuring monthly financial targets are met or exceeded.
• Develop and execute revenue management strategies to maximize profit margins and minimize losses.
• Identify and implement corrective actions to improve financial performance, including cost control and supplier utilization.
• Facilitate communication of company performance targets and status to ensure impact and understanding is cascaded to all levels in operations.

Operational Excellence:

• Optimize operational processes for efficiency, productivity, customer service and scalability.
• Set and cascade clear KPIs for managers, driving accountability and results across customer satisfaction, claim handling times, gross margins, and file management.
• Maintain and improve all operational process documentation, including training and onboarding materials.
• Lead operations team through project and change management initiatives from daily operations to technology deployment. Ensure high adoption rates to process changes and project execution

Vendor & Partnership Management:

• Oversee supplier/vendor partnerships - focusing on activities, funnel building, lead generation, contracting and utilization of preferred partner channels.
• Lead market research to anticipate changes in the rental accommodations landscape and adopt predictive strategies accordingly.

Problem Solving & Risk Management:

• Act as the escalation point for complex issues, losses, or write-offs, and support claim escalations 24/7 as needed.
• Review lost claims handling and identify / adopt opportunities for improvement.
• Ensure adherence to legal and regulatory requirements, including provincial RTA compliance.
• Review file management, call management and written communications of the team, striving to achieve “one-voice” of Accomsure to our customers.
• Lead our catastrophe Operating Command Centre (OCC) for environmental events that occur, creating a surge in demand from industry partners, affected policyholders and the business while ensuring business continuity is maintained for unaffected claims.

Team Leadership & Culture:

• Coach, mentor, and develop managers, fostering a culture of accountability, growth, and mutual respect.
• Maintain and grow a culture focused on customer service excellence.
• Foster an environment of teamwork and cross functional collaboration across all operations and cross departmental with our sales team. Ensure open and frequent communication is taking place to service claims efficiently and effectively.
• Promote a positive workplace where high performance is expected, and humor and humility are encouraged.
• Lead by example: take your job seriously, but not yourself.

Continuous Improvement:

• Champion a mindset of innovation and adaptability - fail fast, learn quickly, and embrace change.
• Drive process and technology improvements to enhance productivity and service excellence.

Education and Experience Required:

• 5-7 years of operations management experience in a service-based industry such as hospitality, real estate, or travel & tourism would be an asset.
• Experience leading teams of leaders/managers.
• Bachelor’s degree in Commerce, Administration (Operations or Finance), Science (Logistics / Supply Chain), Accounting or related field(s) is preferred.
• Demonstrated track record of financial accountability and revenue management.
• Exceptional communication, organizational, delegation and prioritization skills.
• Proven ability to drive performance, manage change, and resolve conflicts.
• Advanced administrative and CRM (HubSpot) management skills.
• Strong analytical skills for data-driven decision making.
• Customer-focused, results-driven, and proactive problem solver.
• Charismatic leader with a coaching and servant leadership style.
• Adaptable, flexible, and able to thrive in a dynamic environment.

Core Competencies:

• Leading leaders to drive performance outcomes
• Financial ownership and performance management
• Change management and continuous improvement
• Influential communication and stakeholder engagement
• High attention to detail and ability to prioritize under pressure
• Solution-oriented with a growth mindset

Note: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the position. The company reserves the right to revise the functions and duties of the position or to require that additional or different tasks be performed.