Customer Support Manager

1 week ago

North York ON, Canada Greenstone Financial Services Canada Full time

CUSTOMER SUPPORT 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, 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 TEAMThe 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 ACCOUNTABILITIESThe 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 ACCOUNTABILITIESLeadership and People ManagementLead and provide direction for the team on a daily basisEnsure team and individual goals align with company / department directionMaintain a strong floor presence and work with management team to ensure adequate floor support at all timesBuild a high-performance, high-energy culture to reach individual and team KPIsConduct team meetings, workshops and monthly one on one catch ups with advisors/ teamUtilize management reports to identify developmental opportunities and monitor behavioursComplete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviewsPossess an intimate knowledge of teams individual and overall daily resultsImplement and drive incentive programs to motivate teamIdentify causes for gaps in performance and implement an effective strategy/coaching to improve performanceProvide 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 opportunitiesConduct call monitoring to ensure advisors are meeting QA and compliance requirements Implement performance management process with individuals where necessaryMake process improvement suggestions and identifying techniques to overcome obstacles which may ariseLead 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 trustInspire and challenge advisors to build a customer centric cultureUphold a positive, supportive and engaging leadership style when communicating and rolling out changes/updatesResults management Achieve agreed KPIs Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectivesPresent results and action plans at month-end Listen to calls and provide relevant coaching to advisors on a regular basisEffectively 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 improvementsManage complaints as needed and complete complaint processAdministration/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 activityOversight and day to day management of end-to-end fulfilment process, including managing paper stock, QAEnsure all team minutes are documented and stored in appropriate filesEnsure all mentoring and development feedback is documented and stored in appropriate filesUndertake a range of ad hoc tasks and responsibilities as delegated from time to time by the Director, Customer Support.POSITION REQUIRMENTSEssential5+ 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 improvementDemonstrated 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 managementA good understanding of call centr processes and procedures including Evolve PA, ERM, Genesys and Softphone telephony systemsPrevious experience within a Customer Service environmentConsistently demonstrating Greenstone valuesProven ability to coordinate a group of people to meet expected performance outcomesStrong communication and organization skills and attention to detailDrive, motivation and innovative thinkingAbility to embrace change in a fast-paced environmentUnderstanding data and interpreting it’s meaningA professional demeanorDesirableLLQP Insurance industry call center experience preferredExperience working within the insurance industryExperience working with a quality-controlled working environment (i.e. verbal scripting and procedures)BENEFITSThat'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 yearHybrid role – 3 days in office and 2 days work-from-home100% employer paid health benefits$500 Health spending account$100 monthly transportation benefitParental leave top-up5% RRSP matchingGrowth opportunitiesWill pay for memberships and renewals/ongoing licensing costs for relevant provincesFree weekly lunches and moreApply NowIf this role interests you, we would love to hear from you

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