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Director of Operations

2 months ago

Quebec, Canada Sinistar Full time

***Français plus bas***


Job Title: Director of Operations & Development 

Job Type : Full time, remote


About us: 


Sinistar is a leading InsureTech platform dedicated to relocating displaced policyholders into temporary homes within their community. Our mission is to provide seamless and supportive relocation experiences for individuals and families during challenging times, and to make communities more resilient to natural disasters. 


Position overview: 


We are looking for an experienced Director of Operations to lead and scale our Operations department. As the Director of Operations & Development, you will be responsible for the overall operational strategy and execution, providing a high standard of support to claims adjusters and ensuring the seamless relocation of displaced families into temporary homes. You will lead and inspire the Operations team, fostering a culture of excellence and continuous improvement. Your leadership will drive operational innovation, customer satisfaction, and strategic growth, aligning with Sinistar’s mission and business objectives. 


Responsibilities: 

  • Lead the Operations team, developing and refining processes to ensure team excellence and efficiency; 
  • Develop and execute a comprehensive customer experience strategy to drive claims resolution and expansion of the Sinistar services; 
  • Establish and maintain quality assurance protocols to ensure the highest level of service delivery to the claims adjusters and policyholders we support. Monitor and evaluate the quality of service provided by the Operations team, implementing improvements as necessary; 
  • Drive continuous improvement and innovation within the operations team, identifying opportunities to enhance organization efficiency without compromising quality of services;
  • Work closely with the Admin team to develop and execute strategic initiatives that drive business growth and customer satisfaction;
  • Establish key performance indicators (KPIs) and metrics to measure team performance and customer satisfaction;
  • Collaborate cross-functionally with sales, marketing, product, and engineering teams to align on operations and customer service objectives ;
  • Develop, implement and refine the sales culture, inspiring a sense of entrepreneurship across the Operations team;
  • Oversee the comprehensive management of a growing team, including handling managerial tasks such as assisting with complex cases and addressing HR-related matters;


Qualifications: 


  • 7+ years experience in leading best-in-class operations teams, customer success, revenue operations or related roles;
  • Bachelor’s degree in Business, Operations Management or a related field (an asset);
  • Must be data-driven, with a focus on results and leveraging data to drive decision-making and optimize performance;
  • Proven experience in operations management, preferably in a customer-centric role; 
  • Demonstrated measurable success in improving employee engagement in a sales/service environment;
  • Outstanding communication and interpersonal skills, with the ability to effectively engage with customers, executives, direct reports and other internal stakeholders; 
  • Strong leadership and team-building skills, with the ability to inspire and motivate a team;
  • Experience leading leaders (an asset); 
  • Experience in the insurance industry (an asset);
  • Experience with process engineering and/or credentials in Lean, SixSigma (an asset);
  • Experience with using Zendesk and CRMs ;
  • Fluent in French and English, both written and orally;


What we offer:


  • Generous health benefits
  • Flexibility 
  • Work remotely
  • 4 weeks of vacation
  • Stock option plan


Get to know us: 

  • Alexis Vertefeuille Forbes 30 Under 30 North America - Social Impact
  • EY Entrepreneur of the Year 2024 Quebec Finalist
  • Home-sharing app specifically for insurance to go national 


*************


Titre du poste : Directeur des opérations et du développement

Type de poste : Temps plein, à distance


À propos de nous:


Sinistar est une plateforme InsurTech de premier plan dédiée à reloger les assurés sinistrés dans des logements temporaires au sein de leur communauté. Notre mission est de fournir des expériences de relocalisation fluides et solidaires pour les individus et les familles en période difficile, et de renforcer la résilience des communautés face aux catastrophes naturelles.


Vue d'ensemble du poste:

Nous recherchons un directeur des opérations expérimenté pour diriger et développer notre département des opérations. En tant que directeur des opérations et du développement, vous serez responsable de la stratégie opérationnelle globale et de son exécution, en offrant un soutien de haute qualité aux experts en sinistres et en assurant la relocalisation des familles sinistrées dans des logements temporaires. Vous dirigerez et inspirerez l'équipe des opérations, en favorisant une culture d'excellence et d'amélioration continue. Votre leadership stimulera l'innovation opérationnelle, la satisfaction client et la croissance stratégique, en alignement avec la mission et les objectifs commerciaux de Sinistar.


Responsabilités:


  • Diriger l'équipe des opérations, développer et affiner les processus pour assurer l'excellence et l'efficacité de l'équipe ;
  • Développer et exécuter une stratégie complète d'expérience client pour améliorer le processus de relocalisation et l'expansion des services de Sinistar ;
  • Établir et maintenir des protocoles d'assurance qualité pour garantir le plus haut niveau de prestation de service aux experts en sinistre et aux assurés que nous soutenons. Surveiller et évaluer la qualité du service fourni par l'équipe des opérations, et mettre en œuvre des améliorations si nécessaire ;
  • Stimuler l'amélioration continue et l'innovation au sein de l'équipe des opérations, en identifiant des opportunités pour améliorer l'efficacité organisationnelle sans compromettre la qualité des services ;
  • Travailler en étroite collaboration avec l'équipe "Admin" pour développer et exécuter des initiatives stratégiques qui favorisent la croissance commerciale et la satisfaction client ;
  • Établir des indicateurs de performance clés (KPI) et des métriques pour mesurer la performance de l'équipe et la satisfaction client ;
  • Collaborer de manière transversale avec les équipes de vente, marketing, produit et ingénierie pour aligner les objectifs des opérations et du service client ;
  • Développer, mettre en œuvre et affiner la culture de la vente, en inspirant un sens d'entrepreneuriat au sein de l'équipe des opérations ;
  • Superviser la gestion globale d'une équipe croissante, y compris la gestion des tâches managériales telles que l'aide sur les cas complexes et le traitement des questions liées aux ressources humaines.


Qualifications:


  • Plus de 7 ans d'expérience dans la direction d'équipes opérationnelles de classe mondiale, succès client, opérations de revenus ou rôles connexes ;
  • Baccalauréat en administration des affaires, gestion des opérations ou domaine connexe (un atout) ;
  • Orienté vers les données, avec une focalisation sur les résultats et l'utilisation des données pour la prise de décision et l'optimisation de la performance ;
  • Expérience en gestion des opérations, de préférence dans un rôle centré sur le client ;
  • Succès mesurable dans l'amélioration de l'engagement des employés dans un environnement de vente/service ;
  • Excellentes compétences en communication et en relations interpersonnelles, avec la capacité de communiquer efficacement avec les clients, les cadres, les collaborateurs directs et autres parties prenantes internes ;
  • Fortes compétences en leadership et pour monter des équipes, avec la capacité d'inspirer et de motiver une équipe ;
  • Expérience dans la gestion de leaders (un atout) ;
  • Expérience dans l'industrie de l'assurance (un atout) ;
  • Expérience en ingénierie des processus et/ou certifications en Lean, SixSigma (un atout) ;
  • Expérience dans l'utilisation de Zendesk et des CRM ;
  • Maîtrise du français et de l'anglais, tant à l'écrit comme à l'oral.


Ce que nous offrons :

  • Avantages sociaux
  • Flexibilité
  • Travail à distance
  • 4 semaines de vacances
  • Plan d'options d'achat d'actions


Apprenez à nous connaître :

  • Alexis Vertefeuille Forbes 30 Under 30 North America - Social Impact
  • EY Entrepreneur of the Year 2024 Quebec Finalist
  • Home-sharing app specifically for insurance to go national