Manager, Contact Centre Operations – The Co-operators

Job Title: Manager, Contact Centre Operations

Location: Moncton, NB

Job Description: Description :Company: CGIC
Department: Agency Contact Centre
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: Fluent in English is required, French is an asset.** Please note, we are hiring for two Manager positions, one in Moncton, NB and one in Mississauga, ON.The Opportunity:We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.Our Distribution team aspires to be the leader in client engagement among Canadian Insurers. We strive to provide a seamless and personalized client experience. Our knowledgeable and trusted team is committed to delivering financial services solutions to meet our clients’ unique needs.This position will manage the operations of the Contact Centre as part of the overall client relationship management strategy. The Manager will be responsible for effective management and execution of contact centre services, sales strategy and renewal processing that will enhance services to our clients, develop our staff and grow our business.How you will create impact:Oversee the selection and development of highly skilled, effective and engaged teams of staff members. Mentor and develop Contact Centre Supervisors.Develop and implement operational plans, budget, and programs in the context of the national contact centre strategy.Ensure the effective delivery of day-to-day operations and provisions of services within the contact centre.Manage the execution of sales and service strategy for the contact centre channel and multi-channel relationships.Implement and monitor policies and procedures within the contact centre and manage consistency with national policies and standards.Ensure performance of contact centre in terms of sales, costs, operational effectiveness client satisfaction, and employee engagement, and staff retention. Build and maintain programs that ensure the delivery of these performance measures.Manage the timely completion of regional renewals.Develop and maintain strong relationships with business partners including Group Sales, Agencies, Marketing, Underwriting and Systems.How you will succeed:You build trusting relationships and provide feedback to enable the successful development of your team and colleagues. * You take accountability in developing others to ensure the evolving needs of the organization will be met and build effective relationships to achieve key business objectives.You foster innovation and continuous improvement with a focus on client experience.You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.You successfully convey messages and demonstrate openness to exploring alternative points of view.You use critical thinking to guide decision making and apply a strategic mindset to adjust business plans based on shifting prioritiesTo join our team:You have a Post Secondary degree with a business background.You have a CIP or equivalent designation, Provincial Registered Insurance Broker license and qualified to become principal or secondary brokerYou have Five (5) years progressively responsible leadership experience in client sales and service, including successful management of service and sales contact centre in the financial service industry.You have a Strong operational, budgeting, forecasting and functional planning skills and dedication to client satisfaction.What you need to know:As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.You will travel frequently.This role operates in a call centre environment where a high level of audio and visual concentration is required for extended periods of time.What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Company Name: The Co-operators

Salary:

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