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Unit Manager, Operations

3 months ago

Dartmouth, Canada Intact Full time

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, youâre bringing this purpose to life alongside a passionate community of experts.  

Feel empowered to learn and grow while being valued for who you areâ here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. Itâs our employee promise. 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

Weâre looking for a Unit Manager, Operations to join our growing Digital Distribution team

Working out of our Dartmouth Office (20 Hector Gate Suite 200), the Unit Manager, Operations will play a key role in leading our Digital Distribution call centre team agents by managing the diverse needs of our Digital Distribution initiatives. Specifically, the needs of our clients and network of brokers accessing and leveraging our Client Centre and My Drive programs.

Reporting to the Manager, Digital Engagement, this role works to ensure the customer service experience is second-to-none by managing call quality, keeping an engaged team atmosphere, working on team development, and by facilitating deployment and optimization of special projects for Digital Distribution. 


An inspiring and positive leader who is present on the floor, the Unit Manager, Operations has the ability to establish and maintain a productive team environment with collaboration and communication as the foundation of the team.


Here are a few ways youâll make a difference:

  • Direct, coordinate and supervise team activities by planning, organizing, and optimizing the team leveraging the workforce analytics and budgeting
  • Manage team productivity and service level agreements by providing ongoing coaching and ensuring the customer service and communication standards are being met 
  • Manage the call quality of the team to ensure it is meeting the customer service and productivity standards set
  • Manage the team budget through workforce planning
  • Participate in recruitment and hiring processes
  • Identify issues and take ownership to find solutions and improvements
  • Work in collaboration with the other Unit Manager, Operations in our Dartmouth office within the Digital Distribution team to ensure synergy is at the core of both teams
  • Participate on project teams and committees working on different initiatives for Digital Distribution including strategic elements, harmonized deployments, and predict the impacts the new initiatives will have on the call volumes, working to manage the costs and productivity of the team â

What you bring to the table:

  • Minimum 3 years of experience at supervisory/managerial level or coaching/mentoring/developing individual contributors
  • Experience working in a contact centre environment and exposure to contact centre systems is required (experience in Digital Distribution/Insurance considered an asset)
  • Strong project management skills and experience in change management
  • Proven leadership skills including ability to motivate and coach staff to deliver results
  • Experience in strategic and high-level planning, and identifying areas for improvement
  • Excellent communication and interpersonal skills with all levels of staff
  • Strong organization, analytical, and time management skills
  • Quick learner who is eager to participate in a team and share ideas
  • Ability to analyze and interpret team results
  • Bilingualism (English-French) considered an asset

#LI- Hybrid

What we offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

  • A financial rewards program that recognizes your success

  • An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

  • An extensive flex pension and benefits package, with access to virtual healthcare

  • Flexible work arrangements

  • Possibility to purchase up to 5 extra days off per year

  • An annual wellness account that promotes an active and healthy lifestyle

  • Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

  • A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

  • Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

  • Inspiring leaders and colleagues who will lift you up and help you grow

  • A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. Weâll work with you to meet your needs.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact or belairdirect, please apply for this role on Contact People.