Associate Manager, Client Service Centre

5 months ago

London, Canada Canada Life Assurance Company Full time

**Job Description**:
We are looking for an
**Associate Manager, Client Service Centre**
***in our Customer Service and Operations.

As a member of the Client Service leadership team, you will be responsible for providing leadership to the CSC team and supporting the development and execution of the Client Service Operations strategy to achieve business goals. You will focus on understanding business results (KPI’s), analysis to determine gaps, and implement action plans to maximize efficiencies. You will be responsible for the delivery of knowledgeable and reliable service and support to our financial advisors and their clients, including prompt and equitable resolution of complaints.

**What you will do**
- Ensure that all operational objectives are achieved for the Client Service Centre, including AHT, quality and productivity. Responsible to pulling together data, analyzing, making recommendations, and decision-making authority for daily operational decisions.
- Reviews operational reporting, performs analysis, understand what is causing gaps in performance and makes recommendations to enable effective management and monitoring of the business.
- As a member of the leadership team, participates in the strategic and tactical business plans for the overall business.
- In partnership with WFM, facilitates capacity planning to ensure appropriate resources to handle call volumes (daily and long-term planning). Involves analysis of reports, making recommendations and facilitating discussions with all Associate Managers and AVP.
- Collaborate with other leaders and leaders from Financial Operations, on forecasting & capacity planning and ensuring appropriate resources are in place to efficiently and effectively deal with call volume and service objectives to ensure consistent national delivery of service.
- Drive continuous improvement mindset ensuring identification of process improvements and implement action plans to correct through method changes and automation improvement ideas.
- Represents Operations on various projects, committees related to operations, training, processes to reduce costs, improve operational efficiency & effectiveness, improve customer and employee experience.
- Leads various projects / initiatives to improve performance in the business (KPI’s) and makes recommendations.

**Lead the organization forward**
- Inspires a vision that adapts to new realities, articulating meaningful expectations, and creating clear pathways to desired outcomes.
- Culture leader - evolution of culture that is focused on high performing teams, collaboration, lead at all levels and a psychologically safe work environment.
- Leadership skills to help others navigate through change, engage, and motivate employees.

**Build collaborative partnerships**
- Using credibility and trusted advice, fosters collaborative relationships across functions in the business and facilitate cooperation.

**Execute for results**
- Drives results and contributes to change processes that improve organizational performance and creates a culture of accountability.
- Posseses a continuous improvement orientation.

**Drive innovation**
- Fosters an environment that encourages new approaches, challenges the status quo, and inspires creativity and risk-taking while protecting the core.
- Demonstrates innovative and creative approaches to solving difficult challenges and seizing process improvement opportunities.

**Knowledge**
- Understanding of call centre and operations management.

**Communication**
- Strong commitment to success; effective communicator amongst varied audiences from entry level employees to SVP in both written & verbal formats.

**_ What you will bring_**
- 5+ years progressive leadership experience in call centre environment working in a dynamic and fast-paced organization with focus on understanding business results, analyzing and determining gaps, and implementing action plans to maximize efficiencies.
- Strong customer-centric focus to drive operational excellence on client and advisor experiences with strong awareness of industry and market trends, new technologies, etc.
- Flexible with the ability to find innovative and effective ways to deliver high quality client service
- Ability to identify and support the development of tools and information resources to meet the needs of the teams.
- Ability to determine opportunities for material cost saving initiatives, work collaboratively with stakeholders, validate, and make recommendations for initiatives.
- Ability to partner with various stakeholders to propose and review enhancements to policies, processes, and systems
- Experience as a leader demonstrating the ability to develop, recruit and manage the performance and results of the Client Service team
- Passion for coaching & mentoring team members to reach performance expectations and support them in developing into their full potential.
- Strong leadership skills with the ability to inspire and motivate in

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