Head of Customer Care

1 week ago

Toronto, Ontario, Canada Neilson Financial Services Limited Full time

At Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations based in Windsor, Ashford and Hull.

Job Description

The Head of Customer Care (CA) is a leadership role at Neilson, overseeing Customer Service and Claims operations to ensure exceptional customer experiences post-sale of life insurance policies. This position is key to maintaining customer satisfaction, resolving escalated issues, and optimizing service efficiency across all touchpoints.

Reporting to the Group GM – Customer Care, the Head of Customer Care will drive continuous improvement, refine Customer Care processes, and ensure excellent outcomes for customers. The role is accountable for delivering services within approved SLA targets.

Duties and Responsibilities

Team Leadership & Performance Management:
  • Lead, mentor, and manage direct reports, initially including a Team Manager and Agents, with future direct reports being Team Managers.
  • Set performance expectations, monitor progress, and provide regular feedback and coaching.
  • Foster a positive, collaborative work environment and support professional growth.
  • Conduct monthly 121s to assess performance and development.
Department Performance Management:
  • Monitor and review service metrics to ensure high-quality service delivery.
  • Manage department budgets and chair the bi-monthly Customer Care & Claims Pulse meetings.
  • Generate performance reports, identifying trends and areas for improvement.
  • Lead resource forecasting, scheduling, and recruitment efforts.
  • Conduct weekly call calibrations and lead performance improvement initiatives.
  • Ensure effective process adherence and identify opportunities for improvement.
  • Manage staff attrition and foster employee engagement.
  • Participate in Canadian senior management team initiatives and support the delivery of the Canadian business strategy.
  • Be accountable for staff attrition and drive positive employee engagement.
  • Identify department specific risks and establish effective mitigating action plans.
  • An active member of the Canadian senior management team supporting the delivery of the Canadian specific business strategy.
Service Delivery & Customer Focus:
  • Develop strategies to ensure high-quality customer service and exceed customer expectations.
  • Oversee claims handling to ensure empathy, accuracy, and efficiency.
  • Address customer complaints and complex issues in accordance with Neilson's complaints handling procedures.
  • Support incident identification, escalation, and compliance with remedial actions.
  • Maintain strong relationships with key stakeholders, including customers and service providers.
  • Collaborate with sales and marketing to gather feedback and improve customer satisfaction and retention.
  • Provide feedback to other departments on customer service challenges.
  • Ensure compliance with regulatory requirements and internal policies, managing "first line of defence" risk controls.
  • Support and lead projects in alignment with business needs.
  • Represent Neilson in discussions with partners, including underwriters, reinsurers, and distribution partners.
  • Lead engagement with compliance on audits and address any findings.
Qualifications
  • Proven leadership experience in the insurance industry, preferably in life insurance and customer service call centre management.
  • In-depth knowledge of the Canadian insurance industry, including policies, regulations, and customer protection standards.
  • Strong leadership and coaching skills to drive team performance.
  • Excellent communication skills, both written and verbal.
  • Problem-solving abilities to resolve complex customer issues effectively.
  • A customer-centric approach focused on building relationships and enhancing satisfaction.
  • Proficiency in CRM systems and relevant software applications.
  • Strong analytical skills to generate reports and implement process improvements.
  • Knowledge of claims processing and insurance terminology.
  • Excellent organizational skills and the ability to manage multiple priorities and meet deadlines.
Additional Information

If you are passionate about making a difference, you thrive in a fast-paced and entrepreneurial environment and you want to be a part of a high-performing team, we would love to hear from you

Accessibility for Job Applicants:

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer:

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

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