Section Manager

4 weeks ago

Québec, Canada Desjardins Full time

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

Job Level

CL-04

Your role involves using your ability to make quality decisions and optimize work processes to manage a portion of a subset of sales and operations activities. You are responsible for overseeing your group’s service offer and for developing and implementing its business plan. With an ability to develop talent and drive results, you are able to effectively manage people and performance, produce reports and ensure member/client satisfaction.

General Information on the Position

Main responsisbilities- Draft, implement and track the administrative unit’s action plan in line with the organization’s strategic orientations; the plan will be integrated with those of the other administrative units from a performance management standpoint- Set up management and communication practices that encourage change management, talent attraction and retention, skills development, mobilization and diversity, consistent with the organization’s values.

Specific responsibilities- Manage claims adjusters from the Customer Contact Centre, both operationally and at the HR level, distributing the workload evenly and setting personal expectations for each employee while managing the performances of resources under their responsibility- Oversee the quality of projects assigned to employees and analyze projects that are problematic and/or complex, including speaking with clients to decide how those projects should be handled- Build a team, taking part in recruiting new resources and developing their skills, guiding them along their career paths within the company- Provide coaching for the unit’s resources on work organization and/or the quality of customer service, using available tools such as the computerized listening/coaching system, in order to help them make progress and develop their skills- Use participatory management techniques to mobilize the team, taking into account the fact that some employees work remotely and there are a number of sites.

Challenges and priority issues- Settling claims files in order to maintain the desired level of client experience, controlling indemnity and settlement costs- Making sure employees follow the company’s directives, policies, tools and practices to maintain consistency- Managing change and performance in accordance with expectations while maintaining a healthy and stimulating environment.- Able to question approaches in line with the desired direction of change; clarify and simplify employee work processes- Demonstrate strong change management skills in the creation of meaning in order to communicate changes in a positive, motivating way- Act as team coach and emphasize personalized contact in relations with employees- Results-driven and action-oriented, demonstrating a determined and efficient approach to job responsibilities- Accountable for the productivity and performance targets assigned and for reporting- Strong skills in managing, training and supporting human resources in a stimulating environment where both the corporate and customer service goals of the Customer Contact Centre can be met- Ability to give feedback and acknowledge contributions.

Other working conditions- The work arrangement for the position is hybrid work #LI-Hybrid- Number of jobs available: 1

**Qualifications**:
- Bachelor of Business Administration- At least six years of experience in damage insurance claims in a Customer Contact Centre, including at least two years in management- Experience as a property insurance claims adjuster- Experience in management and coaching (a major asset)

Please note that other combinaisons of qualifications and relevant experience may be considered- Hold the Representative's certificate of Claims adjustment - Autorité des marchés financiers- CIP or FCIP qualification (an asset)- Representative’s certificate in Commercial-lines Damage Insurance (an important asset)- For vacant positions available in Quebec, please note that knowledge of French is required

Specific knowledge

Upper intermediate knowledge of English due to the nature of the duties or work tools or because the position involves interactions with (language)-speaking partners, members and/or clients (an important asset)

Desjardins Cross-sector skills

Action oriented, Customer Focus, Differences, Engagement, Nimble learning

Key competencies for the job

Communicates effectively, Decision quality, Develops talent, Drive results, Ensures accountability, Interpersonal Savvy, Plans and aligns, Vision and purpose

Work Location

6777, boul. Guillaume-Couture L

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