Manager, Contact Center Operations

#IN-DNI #LI-DNI

Company: CGIC
Department: Embedded Client Experience
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: This role operates in English.
Additional Information: This/these role(s) is/are currently vacant

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.

The Embedded Contact Centre (ECC) at the Co-operators strives to be an industry leader in the Canadian B2B2C embedded insurance market. The Manager, Contact Center Operations plays a key role in establishing and overseeing foundational operational practices of the embedded distribution channel.

You will collaborate with project teams and product owners to define business requirements and implement capabilities and processes that comply with various insurance acts and regulations, to meet and exceed our business objectives. You will have direct oversight of Contact Center Operations (Embedded Distribution), provide direct leadership of Supervisors supporting licensed insurance representatives (LIR) and be responsible for department level goals and results.

How you will create impact:

• Providing direct supervision, coaching, guidance and development of the front-line team Supervisors. Responsible for setting annual objectives, goals, and monitoring overall performance management of direct reports.
• Focusing on and coaching overall employee development and implement individual career development plans for Supervisors and the LIR’s & CSA’s they lead. Oversee, implement, and manage employee schedules and monitor attendance to maximize agent availability and balance individual employee needs.
• Using a B2B2C lens, oversee front line performance (Including but not limited to: Service levels, GWP, Customer Experience, handling times, etc.) and to identify opportunities to improve efficiency.
• Responsible for the operationalization and adherence of customer facing procedures, processes, actions, and plans to ensure contact center benchmarks and goals are met.
• Providing detailed business requirements in the capacity of business Owner for all contact center technologies in order to enhance the customer experience and optimize front line capacity. Bring the voice of the customer and internal user experience on projects that impact the client journey for web, mobile, and contact center channels.
• Collaborating with key colleagues to align and optimize processes, policies and procedures to leveraging best practices where possible in the B2B2C environment while ensuring front line adherence of regulatory process, procedures, customer communication and reporting.
• Working with quality assurance team, to have a comprehensive understanding for the quality of sales advice, post sales-service and claims experience, including setting and achievement of goals and targets.

To join our team:

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• You have 10+ years people leadership experience in a Contact Center, Insurance, Financial Services or other related field.
• You have a post secondary degree in Business, Financial, Insurance or other related discipline.
• You have or are working towards the Fellow Chartered Insurance Professional (FCIP) or Chartered Insurance Professional (CIP). You have or willing to obtain you Other Than Life (OTL) licence.
• You have various experience across the insurance value chains including distribution, fulfillment, underwriting and claims. You have experience managing significant change initiatives and ensuring business readiness and adoption.
• You have a strong understanding of the B2B2C business model and Embedded/Digital Distribution experience is preferred.
• You have excellent and comprehensive knowledge of enterprise guidelines, processes, and procedures and strong knowledge of key performance indicators and performance indicators for the sales, service, claims and compliance disciplines.
• Working knowledge of insurance regulatory landscape, particularly for products and business practices governed by OSFI, FSRA and RIBO. Understanding of regulatory and compliance requirements.
• Working knowledge of statistical methods and management dashboards, including concepts related to financial performance.

How you will succeed:

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• 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.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.
• As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.
• This role operates in a contact centre environment where a high level of audio and visual concentration is required for periods of time.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options to support personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community.

Salary information​

Expected salary range $91,058 - $151,764 (min-max, full range).

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Salary placement​

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.​

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Incentive/Variable pay ​

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.