Customer Support Manager

2 weeks ago

North York Ontario, Toronto, Canada Greenstone Financial Services Canada Full time

CUSTOMER SUPPORT MANAGER, GREENSTONE FINANCIAL SERVICES CANADA


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.


OUR CUSTOMER SUPPORT TEAM


The Customer Support department liaises directly with customers both over the phone and in writing, assisting them with their enquiries and various types of post-sales requests. These requests include, but are not limited to updating personal details, policy details (e.g. sum insured amount and beneficiaries), arranging third party authorities and managing payment options.


PURPOSE OF THE ROLE


Lead and inspire a team of LLQP Licensed Customer Support Advisors on a day-to-day basis to ensure they are fully competent and that their performance meets expectations, through regular coaching, motivating, training. Drive a high-performance culture along with ensuring that all team members are compliant and working within the company guidelines.


KEY ACCOUNTABILITIES


The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge and qualification.


SUMMARY OF ACCOUNTABILITIES


Leadership and People Management


  • Lead and provide direction for the team on a daily basis
  • Ensure team and individual goals align with company / department direction
  • Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
  • Build a high-performance, high-energy culture to reach individual and team KPIs
  • Conduct team meetings, workshops and monthly one on one catch ups with advisors/ team
  • Utilize management reports to identify developmental opportunities and monitor behaviours
  • Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
  • Possess an intimate knowledge of teams individual and overall daily results
  • Implement and drive incentive programs to motivate team
  • Identify causes for gaps in performance and implement an effective strategy/coaching to improve performance
  • Provide effective coaching, training and mentoring to support advisors, ensuring all advisors are adequately supported and trained in their role.
  • Identify growth potential/individual development areas for advisors and develop advisors within their role or for internal business opportunities
  • Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
  • Implement performance management process with individuals where necessary
  • Make process improvement suggestions and identifying techniques to overcome obstacles which may arise
  • Lead by example though living the Greenstone values, demonstrating authentic leadership and adhering to business rules.
  • Demonstrate commitment to the team to support and enhance strong team dynamics and build trust
  • Inspire and challenge advisors to build a customer centric culture
  • Uphold a positive, supportive and engaging leadership style when communicating and rolling out changes/updates


Results management

  • Achieve agreed KPIs
  • Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives
  • Present results and action plans at month-end
  • Listen to calls and provide relevant coaching to advisors on a regular basis
  • Effectively manage call queues to ensure service level requirements are met
  • Identify trends, opportunities and needs within the Support team and other departments, making recommendations for improvements
  • Manage complaints as needed and complete complaint process


Administration/Fulfillment management


  • Ensure all team leave is entered into ADP within the relevant pay period
  • Maintain an up to date knowledge of products, processes and systems as well as insurance industry best practices and competitor activity
  • Oversight and day to day management of end-to-end fulfilment process, including managing paper stock, QA
  • Ensure all team minutes are documented and stored in appropriate files
  • Ensure all mentoring and development feedback is documented and stored in appropriate files
  • Undertake a range of ad hoc tasks and responsibilities as delegated from time to time by the Director, Customer Support.


POSITION REQUIRMENTS


Essential


  • 5+ years experience in a people management role with a focus on Customer Support or Service.
  • Experience managing administrative functions and/or fulfillment.
  • Proven ability to be able to analyze and interpret data to seek performance and business improvement
  • Demonstrated ability to be able to lead people
  • Proven capability to build and deliver individual and team performance through guidance and coaching of advisors under their leadership and management
  • A good understanding of call centr processes and procedures including Evolve PA, ERM, Genesys and Softphone telephony systems
  • Previous experience within a Customer Service environment
  • Consistently demonstrating Greenstone values
  • Proven ability to coordinate a group of people to meet expected performance outcomes
  • Strong communication and organization skills and attention to detail
  • Drive, motivation and innovative thinking
  • Ability to embrace change in a fast-paced environment
  • Understanding data and interpreting it’s meaning
  • A professional demeanor


Desirable


  • LLQP
  • Insurance industry call center experience preferred
  • Experience working within the insurance industry
  • Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)


BENEFITS


That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:


What's in it for you?


  • 4 weeks' vacation leave per year
  • Hybrid role – 3 days in office and 2 days work-from-home
  • 100% employer paid health benefits
  • $500 Health spending account
  • $100 monthly transportation benefit
  • Parental leave top-up
  • 5% RRSP matching
  • Growth opportunities
  • Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
  • Free weekly lunches and more


Apply Now


If this role interests you, we would love to hear from you

  • Head of Customer Support

    2 weeks ago

    North York, Ontario, Toronto, Canada Greenstone Financial Services Canada Full time

    HEAD OF CUSTOMER SUPPORTWHO WE AREGreenstone 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,...

  • Customer Care Manager

    2 weeks ago

    North York, Ontario, Toronto, Canada Greenstone Financial Services Canada Full time

    CUSTOMER CARE MANAGER, GREENSTONE FINANCIAL SERVICES CANADAWHO WE AREGreenstone 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,...

  • Customer Care Advisor

    2 weeks ago

    North York, Ontario, Toronto, Canada Greenstone Financial Services Canada Full time

    ***Only LLQP licensed applicants will be considered***CUSTOMER CARE ADVISORWHO 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...

  • Customer Service Representative

    2 weeks ago

    North York, Ontario, Toronto, Canada Go Lime Inc. Full time

    About the Company:Go Lime Inc. is more than an HVAC company – we are a community that values our employees' well-being and growth. We foster continuous learning through tailored training and development opportunities and prioritize career advancement with a focus on internal mobility. Our inclusive culture, which champions diversity and offers...

  • Hardware Technical Support Specialist

    2 weeks ago

    North York, Ontario, Toronto, Canada Connexall Full time

    GlobeStar Systems is a leader in integrated clinical communication. Our cornerstone product, Connexall®, is an award-winning Enterprise grade IoT (Internet of Things) platform, purpose built for the healthcare industry. Connexall® is a sophisticated and customizable end-to-end integration and communication platform that helps its customers improve clinical...

  • Branch Manager

    3 months ago

    North York, Ontario, Toronto, Canada ARS Global Emergency Management CA Full time

    ARS / Global Emergency Management is a proud leader in disaster mitigation and property restoration. With a commitment to quality and over 60 years of experience, we are dedicated to meeting the needs of insurers, agents, brokers, and most importantly, the policy holder. We serve property owners of all types with restoration services resulting from WATER,...

  • Sales Account Manager

    1 month ago

    North York, Ontario, Toronto, Canada Drape & Stitch Full time

    Drape & Stitch is a vibrant and fast-paced fashion design house startup, specializing in outfitting the elite of the hospitality industry. We are passionate in what we do, and dedicated in fostering meaningful connections and exceeding expectations. We are seeking a dynamic and strategic sales & marketing team player who can thrive in a challenging yet...

  • Data Analyst, Workforce Management

    2 weeks ago

    North York, Ontario, Toronto, Canada Greenstone Financial Services Canada Full time

    WHO WE AREGreenstone 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...

  • HR and Office Manager

    2 weeks ago

    North York, Ontario, Toronto, Canada TDS Personnel Full time

    Our client with real estate development requires a HR and Office Manager to join their team on a 22-month contract basis. The ideal candidate should have 10+ years’ experience providing both operational and administrative support to management and executives, in a multi-functional office. The ideal candidate should have experience with both commercial and...

  • Business Development Manager

    1 month ago

    North York, Ontario, Toronto, Canada UnionPay International Full time

    Position Summary:UnionPay International is seeking a business development manager. He/she will conduct merchant audit, post decals and provide training to key merchants to enhance the acceptance quality. Conduct regular follow up to solve UnionPay acceptance issue, develop the local market and provide support for key merchants/acquirers in Canada. This...

  • Senior Technical Project Manager

    2 weeks ago

    North York, Ontario, Toronto, Canada Randstad Digital Full time

    Sr. Technical Project Manager (Contract Position)Number of Positions: 1 Filled: 0 Duration: 12 monthsLocation: North York, ON, CAMust be eligible to work in CanadaHybrid positions, 3d/w onsite mandatory North York ON Must have experiences / skills:*8-10 years of PM experience*Strong Cross functional experience / cross functional leadership experience* Great...

  • Procurement Manager

    1 month ago

    North York, Ontario, Toronto, Canada Fastfrate Holdings Full time

    The Opportunity:Reporting to the Chief Financial Officer for Fastfrate Holdings Inc., the Procurement Manager will be responsible for developing and overseeing for the comprehensive procurement and material management standards, policies and procedures for the various group of companies including Fastfrate, Canada Drayage, ASL and, Challenger. Ensure system...

  • Senior Tax Manager

    2 months ago

    North York, Ontario, Toronto, Canada Engage Recruitment Full time

    The Senior Manager, Tax oversees corporate, state and local tax planning, compliance for Canada and the US. This role will be responsible for planning & filing US corporate & state returns, monitor transfer pricing policy for multiple entities & compliance with US customs valuation.Responsibilities:Responsible for US and Canadian corporation tax planning &...

  • Surety Account Manager at Petrela Winter

    1 month ago

    North York, Ontario, Toronto, Canada Navacord Full time

    COMPANY PERKSA very specialized team with a market-leading value propositionA truly collaborative environmentGreat learning and growth opportunitiesHybrid remote and flexible scheduleA competitive compensation package (Base Salary, Performance Bonus + commission on New Business)Full Benefits PackageProfit Sharing PlanProfessional Development Courses &...

  • Senior Manager, People

    1 month ago

    North York, Ontario, Toronto, Canada Delmanor Seniors Communities Full time

    This role is for a 12-month contract.Choose a job you love and you will never have to work a day!Delmanor is an equal opportunity employer. We offer competitive benefits and incentive programs, which reflects the high value we place on our team members. Our commitment to ongoing training provides each team member the opportunity for professional development...

  • Customer Relations Manager

    2 weeks ago

    Scarborough, Ontario, Toronto, Canada TuxMat Inc. Full time

    Company Overview:TuxMat is a brand specializing in premium car accessories. Our custom-fit car mats are designed to provide extreme coverage, while enhancing the interior aesthetics. We support a wide range of car models, ensuring a perfect fit and superior performance. TuxMat is crafted from high-quality materials and features innovative designs to...

  • HR Compliance Manager

    4 months ago

    North York, Ontario, Toronto, Canada Securitas Canada Limited Full time

    JOB SUMMARY: As part of the Corporate Team, the Compliance Manager is a role that focuses on ensuring the business, its Employees, Branches, and Departments comply with established internal processes, policies, procedures, and best practices (“non-financial”). This role ensures compliance to various internal and external standards, regulations, quality...

  • Quality Engineer

    2 weeks ago

    North York, Ontario, Toronto, Canada NWI Precision Full time

    NWI Precision specializes in high-precision machining of helicopter masts, turbine shafts, engine thrust links, and nuclear pressure vessel components used in the aerospace and nuclear industries worldwide. NWI Precision’s 120,000 sq. ft. facility is located at 9 Fenmar Drive in Toronto. Our dedicated team prides themselves on delivering the highest...

  • Sales Representative

    2 weeks ago

    North York, Ontario, Toronto, Canada Novalink Marketing Full time

    Novalink Marketing is a dynamic and rapidly growing company specializing in innovative marketing solutions. We are dedicated to delivering high-quality services and exceptional customer satisfaction. We are looking for a motivated and results-driven Sales Representative to join our team and contribute to our continued success.We focus on B2C Sales for...

  • Executive Assistant

    2 weeks ago

    North York, Ontario, Toronto, Canada TRG Staffing Solutions Full time

    Job Summary:An executive assistant represents the Executive’s office (CHRO) for a designated functional area of the business in Canada by providing the primary senior administrative support to the executive in a fast-paced environment. This role acts as the liaison between members of the management team as well as significant interface with internal and...