Relationship Centre Manager, Insurance

3 weeks ago

Nanaimo, Canada Coastal Community Insurance Services Full time

**Position Type**: Permanent

**Together, Let’s Do Great Things**

We’re the largest financial institution based on Vancouver Island and the Gulf Islands, and we’ve got an opportunity for you. The **Relationship Centre Manager, Insurance** will provide leadership, coaching and support to the Relationship Centre Insurance Team to deliver exceptional client service through a variety of channels. The **Relationship Centre Manager, Insurance** will be responsible for ensuring smooth operation of the **Relationship Centre** through efficient and effective real time support for team members in addition to managing day to day operations.

What’s the role?

As the **Relationship Centre Manager, Insurance** you are responsible for the overall leadership, supervision, coaching and development of the Relationship Centre Insurance Team. You will create a trusted environment that fosters collaboration and innovation while ensuring a respectful, engaging and productive work environment. You will enhance sales and service opportunities and utilize data and analysis to make improvements to the level of service delivery.

Your duties will include:

- Ensure that Relationship Centre Insurance team have the training required and the skills and knowledge base for cross selling or referring services and products from all of delivery lines.
- Identifies and enhances sales and service opportunities, responsible for the development of sales and outbound calling initiatives.
- Monitors and oversees communication with insurance clients while providing prompt, expert support, and information.
- Handles the escalation of issues ensuring a quick resolution for clients.
- Accountable for the development of a workforce strategy inclusive of performance management, employee engagement, succession planning, and retention of talent.
- Accountable for the development and engagement of an employee culture that inspires innovation, creativity, collaboration, diversity and supports achievement of the business goals and increased employee productivity.
- Responsible to conduct regularly scheduled performance-based coaching with each direct report, implementing goal orientated personal action plans ensuring that direction is in alignment with goals and objectives.
- Responsible to promote the Relationship Centre within the organization through active participation within the departments and divisions to develop strong internal and external networks and referral sources.
- Responsible to ensure that all policies, procedures, and licensing requirements are adhered to.
- Reports call centre statistics inclusive of volumes, support required, functionality of process, staff engagement.

What are we looking for?
- Secondary School Diploma
- Level 3 General Insurance License, CAIB or CIP designation
- Minimum two (2) year's Level 3 supervisory and/or management experience
- Minimum seven (7) years Insurance industry experience

Ideally, you are a flexible, collaborative team player with:

- Advanced knowledge of Epic
- Proficient in Microsoft Office products
- Ability to overcome obstacles and drive team results
- Ability to understand and explain complex concepts to other business units
- Proven superior sales record
- Previous Call Centre experience an asset

If you’re an approachable problem solver who embraces self-development and life-long learning, you’ll be a great fit with us.

Who are we?

Since first forming in 1946, Coastal Community has grown to become the largest financial services provider based on Vancouver Island. We’re proud of the legacy we’ve built and the things that make us who we are:

- We’re 100% member-owned, with all decisions made locally—right here on Vancouver Island.
- We’re a growing organization with over $4 billion in assets under management. Coastal Community helps improve the financial health of over 100,000 members and clients through our 24 branches, 16 insurance offices, 4 business centers, plus our wide range of online and digital services.
- We believe in making meaningful contributions to the communities we call home. Each year, we give over half a million to community organizations and programs.

If you join us you’ll work hard, but have a lot of fun along the way. We offer a generous compensation package and a great work/life balance because we want you to spend your career here. Many people do

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