Head of Customer Support

HEAD OF CUSTOMER SUPPORT

WHO WE ARE

Greenstone is a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand and now Canada. Backed by majority shareholders Ontario Teacher’s Pension Plan (OTPP) and Caisse de Dépôt et Placement du Québec (CDPQ), we've expanded into the Canadian market, introducing affordable, high-quality insurance products.

Our commitment to data-driven decision-making and a continually evolving product offering reflects our dedication to meeting the ever-changing needs of our customers. Renowned for award-winning customer service, we leverage technology and analytics to design, administer, market, and distribute a variety of insurance products in collaboration with the world’s most trusted underwriters. Join us in shaping the future of insurance.

PURPOSE OF THE ROLE

Reporting into the VP of Operations, this position has a range of responsibilities that encompass the administration and retention areas of contact center Customer Operations, in essence all post sales activity. The core aspects are responsibility for providing operational leadership to the Customer Support department of Greenstone Financial Services Canada, encompassing customer administration services, retention practices, claims processing, customer experience management and knowledge management. In relation to retention maintain, further develop and lead the strategic direction of customer care activities. Ensure that all practices both reactive and pro-active operate within a compliant framework and have good customer outcomes at their core. Build on the existing strong culture that leads to strong retention revenue.

This person will have a deep understanding and experience in running customer support contact center operations. Position accountabilities include the development and execution of the post sales operational plans, overseeing expenditure, and developing and implementing systems and procedures that support growth and efficiencies. Through leadership and coaching, this role must ensure that all leaders and their teams are delivering on all inherent requirements whilst ensuring that compliance and quality standards are met.

KEY ACCOUNTABILITIES

Lead the development, execution, and management of post-sale operational processes, ensuring alignment with business objectives across Administration, Claims, Retention, Customer Experience (CX), and Knowledge Management. This role is crucial in supporting the core vision of enabling communities worldwide to achieve financial protection.

Additionally, the role is responsible for driving Customer Experience initiatives and ensuring that all operational knowledge is centrally managed, accurate, and consistently maintained. As a key collaborator with the Head of Sales, complementary skills will be leveraged to ensure a seamless and cohesive customer journey from start to finish.

SUMMARY OF ACCOUNTABILITIES

Leadership and People Management

• Provide support, coaching and direction to the leadership team daily.
• Provide transparent communication (both written and verbal)
• Hold all direct reports accountable to their KPIs and to follow the established structure for their position.
• Ensure all managers possess a superior level of product, systems, customer base and industry knowledge.
• Complete required formal reviews e.g., monthly 1-1’s, weekly catchups, annual/ mid-year performance reviews with feedback documented and stored appropriately.
• Ensure that the mission, vision and values are upheld and demonstrated by team members and in line with the Code of Conduct
• Identify trends, opportunities and needs within the business function.
• Ensure compliance standards are adhered to in line with legislative and business requirements.
• Build strong employee engagement which should intern fulfil attrition objectives.
• Build meeting frameworks that drive collaboration and communication

Strategy

• Work collaboratively with key stakeholders such as analytics, compliance and marketing to deliver optimal performance outcomes that meet business objectives.
• Analyze the root causes of any under performance and recommend and implement strategies for improvements.
• Analyze the customer life cycle and identify areas of challenge and recommend process improvements.
• Contribute to the company strategic roadmap that will support delivering to future growth goals.
• Manage matters which are escalated from the teams across the business and ensure a high standard of performance and service is maintained.
• Contribute as a subject matter expert on new or enhancement projects.
• Communicate and strategies with the leadership team to deliver on new projects/initiatives to achieve business growth objectives.
• Drive change and challenge the status quo to identify improvements

Results Management

• Drive a performance culture aligned to positive customer outcomes and business objectives.
• Monitor all key business performance reporting, identify trends to drive process improvements, positive customer experience and strong performance.
• Possess an intimate knowledge of results by continuous analysis, understanding key drivers and effective management of impacts.
• Assume overall responsibility for the results of their teams.
• Set objectives and KPIs aligned to business objectives.
• Achieve agreed KPIs and targets.
• Ensure department operates in line with the relevant regulatory framework.
• Run department team meetings / coaching workshops.
• Provide detailed monthly reporting to GM, Customer on business unit performance highlighting key insights and opportunities

POSITION REQUIREMENTS

• Tertiary level qualifications at degree level or qualified by experience with typically 10 years or more demonstrated experience running contact center operations (insurance highly desired)
• Demonstrated Experience in Customer Experience (CX) functions.
• Demonstrated Experience in Retention Management
• Demonstrated experience in Knowledge Management
• A very high attention to detail
• A natural people leader with proven highly developed people management skills combined with the ability to diffuse even high-tension situations comfortably.
• Logical and considered decision making skills.
• Ability to thrive in high-pressure situations.
• Flexible and able to respond to a changing environment and drive change in financial practices in the Group.
• Demonstrated business acumen and commercial awareness combined with business development skills.
• Proven capacity to deal with multiple stakeholders and handle competing priorities.
• Excel skills combined with a developed understanding of information technology and the range of Office applications.
• Excellent interpersonal and negotiation skills to work effectively with strategic partners.
• Capable of motivating and leading others and managing complex matters
• Strong influencing, interpersonal and coaching skills
• Networking skills, to develop and maintain strong internal and external relationships.
• Outstanding verbal and written skills, and experience working with staff on all levels.
• A dynamic ability to inspire and build a high performing culture.
• A demonstrated track record of results within large teams (50+)
• Demonstrated resilience and tenacity.
• Ability to embrace and drive change management in a fast-paced environment.
• Demonstrated positive, solution focused attitude and approach.
• Strong business and commercial acumen
• Self-motivated and driven by strong results.
• The ability to interpret lapse results and make recommendations of improvement.

At Greenstone, we are committed to fostering a dynamic and inclusive environment where every team member can thrive and make a meaningful impact. If you're passionate about driving results, embracing challenges, and contributing to a company that is transforming the industry, we encourage you to apply