Supervisor, Group Customer Service
4 weeks ago
Supervisor, Group Customer ServiceLocation: Remote in CanadaEmpire life is looking to hire a Supervisor, Group Customer Service to join our Group Operations teamWhy pursue this opportunityOur mission - make insurance, investments and benefits simple, fast and easy for our customers. The environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.Impactful work - get the opportunity to work on meaningful projects that have a positive impact on our customers, our company, and society as a whole.What you’ll be working onCoach, engage and motivate team members; identify employee training and development needsMaintain a positive team culture and environment Participate in the hiring and employment processes for team members; set employee goals and objectives and manage employee performance Supervise the day-to-day operation of the business unitDemonstrate leadership by planning, organizing, leading and monitoring operations and performance so that established key performance indicators, service and quality targets are met and exceeded Develop and maintain an understanding of the business, including distribution channels, general business lines, and associated impacts and priorities Operate as key contact for the business unit, provide technical expertise to employees and customers regarding processesDevelop and maintain standard operating procedures and establish service standards; review procedures for improvements and efficiencies Monitor noise, questions, feedback and challenges from staff, members and administrators in order to highlight efficient solutionsAct as the second level for problem escalation; provide operational and functional guidance and recommend solutions or corrective measures to be taken Develop and demonstrate positive communications with other departments and customers Prepare and analyze reports for management Act as project lead as required Assists in the preparation of the unit budget and manages expenses within budgetary parameters Identify high performing employees for potential eligibility of project work and cross training opportunitiesSupport employees through change and addition of digital assets and/ or systemsWhat we’re looking for you to haveCompletion of a community college diploma in a related discipline5+ years work experience Working towards business related designation(s) Supervisory experience Bilingualism (English/French) is an asset Well-developed team building, coaching and/or mentoring skills Well-developed conflict resolution skills Ability to think logically, analyze and/or solve problems Ability to organize/schedule both people and information Ability to develop and maintain effective working relationships Tact, diplomacy and the ability to handle confidential informationIf you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.Beyond the salaryFor regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:Competitive salaries with annual pay increasesAnnual bonus program, which recognizes both strong company performance and individual contributions, for non sales positionsCompetitive uncapped commission, for sales positionsA comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health accountFlexible work arrangements and an annual allotment of personal health days.Four weeks annual vacation from hire dateA defined contribution pension plan with generous employer matchingTop up programs for parental leave and compassionate leaveEmployer-sponsored wellness and recognition programsA cash employee referral programTo learn more about working at Empire Life, visit to know usEmpire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age. Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca.
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