Manager, Client Care Centre

4 weeks ago

Waterloo, Canada Accoravillage Full time

At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated, and client-responsive staff. Join Equitable today.

Title: Manager, Client Care Centre
Reports to: Director, Client and Advisor Care
Department: Individual Operations Mgmt
Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: At Equitable, we’re committed to delivering a service experience that our clients rave about If you have a passion for customer service along with experience leading a high performing team, you’d be a great fit to lead our Individual Client Care Centre.

The Client Care Centre Manager is responsible for leading a team that delivers a client experience that sets the standard in the Insurance industry. They coach their team to deliver consistently great service in an effective and efficient way to our Individual Insurance Clients and Advisors through phone, email, and chat.

What you will be doing:

  • Provide leadership and direction to a team of Client Care Reps (CCRs).
  • Be a role model and trusted resource in providing guidance, understanding, clarification, and instruction for your team.
  • Facilitate team development by exploring future career plans with CCRs, recommending and supporting appropriate training opportunities, and special projects that help foster development, all with a focus on employee retention and engagement.
  • Real-time mentoring and coaching to ensure Client Care Representatives are providing a superior Client Experience.
  • Evaluate individual performance, identifying unique strengths and opportunities to improve each CCR's performance, helping them to achieve their individual and team goals.
  • Ownership of your team budget, including identifying resourcing needs to proactively address business growth and management of staff attrition.
  • Recruiting and onboarding new team members in close partnership with HR and Training teams.
  • Passion for problem solving and implementing continuous process improvements.
  • Participate in product development, system strategy, and implementation of key projects.
  • In partnership with shared service Work Force Analysts, monitor incoming CCC demand to ensure objectives are met and shift resources if necessary.
  • In partnership with the shared service Training and Development Leader, ensure engaging and effective training programs are delivered to team members.
  • Strong relationship with the Distribution team to gain input on what is most important to our Clients and Advisors and to work through any Service Recovery needs.

What you will bring:

  • Post-secondary education or equivalent combination of education and work experience.
  • Proven successful management of a team in a client care/contact centre environment.
  • Knowledge of client care/contact centre capacity management processes.
  • Superior interpersonal skills to manage relationships with internal and external clients.
  • Organization, communication, analytical, interpersonal, motivational, and management skills are essential.
  • Listening and persuasion skills along with attention to detail and memory skills.
  • The ability to build strong relationships and foster teamwork and collaboration.
  • Excellent analysis, negotiation, problem-solving, and decision-making skills.
  • Superior knowledge of workflows and process improvement.
  • Good understanding of budget and budget management.
  • Excellent leadership, mentoring, and coaching abilities.

What’s in it for you:

  • A healthy work-life balance with employee wellness top of mind.
  • Annual bonus program, annual vacation allowance, and company-paid benefits program.
  • An additional paid volunteer day each year so you can spend time giving back to the community.
  • Immediate enrollment in the company’s pension program with employer matching.
  • Employee resource groups that support an inclusive work environment.
  • Tuition support and specialized program assistance.
  • An onsite, full-service cafeteria with a variety of daily options.
  • Discounts on company products and services, and access to exclusive employee perks.
  • Regular EQ Together events focused on company togetherness and collaboration.

As part of the recruitment/offer process you will be required to:

  • Provide two professional references (minimum one supervisor and above).

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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