Issue link: http://publications.winnipegfreepress.com/i/1189654
19 Drive your career forward. A STRONG TEAM FOR THE JOURNEY AHEAD Manitoba Public Insurance oversees 1.2 million Autopac policies annually and processes 1,200 insurance claims each working day. As the trusted provider of auto insurance and driver services for every Manitoban, MPI knows it needs a strong team. And that means supporting effective and engaged leaders. That's why the organization and its staff of 1,900 across the province are committed to fostering a culture of excellence to best serve its customers. "Exceptional coverage and service, affordable rates and safer roads are at the heart of everything we do, for all Manitobans," explains Satvir Jatana, MPI's Vice-President, Human Resources and Corporate Services and Chief Human Resources Officer. "Financial prudence is a critical element in providing affordable rates. However, delivering on that promise doesn't come without obstacles. One of the issues we face is the rising cost of vehicle repair. As vehicles become more advanced technologically, completing safe and proper repairs becomes more expensive, which has a direct impact on rates. We have to innovate and challenge the way we do things to ensure we fulfil our mission — for both employees and customers." With that in mind, the non-profit Crown corporation is undergoing a transformation. With its new President and CEO Ben Graham taking the helm in February 2018, the focus has shifted to an unwavering commitment to customer experience and transparency in its dealing with all stakeholders. That journey demands the intentional and continuous development of leadership throughout the company. One of the central ways this feat is being accomplished is through MPI Lead, its in- house leadership development program. Launched earlier this year, the dynamic suite offers new and established leaders the opportunity to develop both their business and people leadership skills. Driving business results and cultivating up-and-coming talent, MPI Lead delivers measurable objectives through classroom and e-learning sessions as well as on-the-job projects and monthly discussion groups. Managing Diverse Teams, Difficult Conversations and Managing Change are just a few examples of the wide range of leadership development courses being offered. The program is designed to give leaders the tools they need to not only succeed professionally but also run more effective and dynamic departments. And the Lean 101 course is a perfect example of that balance. Lean training teaches operational strate- gies that engage staff to continuously im- prove safety, morale, quality, cost and pro- ductivity. As MPI is aiming to provide the best value possible to Manitobans, all staff are be- ing encouraged to participate — from front- line to senior management. The one-day session focuses on eliminating waste — which is any activity that doesn't add value to the products or services offered to customers. Participants are able to identify challenges and ways to improve the customer's experience by breaking down key interactions. For example, they may analyze filing a claim after a collision looking at every stage from the Contact Centre employee taking the call to seeing that vehicle repaired and back on the road. "We're focusing on customer-centric products and services delivered through efficient and agile platforms. And that requires skilled and engaged employees — they drive all that we do," Jatana said. "We want to empower our teams to reach their full potential and channel that energy into serving Manitobans well, every single day." MANITOBA PUBLIC INSURANCE