Supervisor Group Benefits Contact Centre

3 weeks ago

Halifax, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The Opportunity**

T he **Supervisor, Group Benefits Contact Centre **is accountable for leading and developing a high performing, engaged, customer centric team by providing direction, coaching, mentoring and development to all individuals on their team. Reporting to the Manager, the **Supervisor **is responsible for the day-to-day operations of their team, including monitoring of service levels and achievement of department service standards through coaching, mentoring and performance management of their team. While putting the customer at the centre of what we do.

**Responsibilities**
- Caring for our people first, while working to drive outcomes (KPIs) for the business.
- Effectively managing daily operation of our group benefits contact centre team by coordinating efforts with peers across all locations.
- Manage, coach, and develop your employees to ensure quality and efficiency of the service is met.
- Conduct regular coaching for all employees reporting to you, using various tools and techniques. Example: call listening, call shadowing, regular 1to1 meetings, etc.
- Conduct regular team meetings to review service concerns, educate staff on upcoming initiatives, clarify department performance expectations, and support a team-based approach to the work of the department.
- Support all employee engagement activities.
- Assist in creating and analyzing metric reports on a regular basis.
- Provide feedback for corrective measures in response to internal and external audits.
- Solution driven, always looking for ways in which we can propel our business forward, while keeping our employees at the forefront.
- Recommend and implement service recovery measures.
- Research and respond to escalated inquiries while being available to support the team.
- Establish and maintain a network of peers in other departments to support effective collaboration.
- Collaborate effectively and accountably with stakeholders when making exceptions, including Compliance, other departments and individuals who are potentially impacted.
- Play an active role in the end to end hiring process to ensure compatibility with current team and environment.
- Assist in and/or lead initiatives and projects as assigned.

**How will you create impact?
Being a positive role model, supporting your direct reports, colleagues, and management through effective leadership. Attract and retain good talent fostering a cohesive and high performing team.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Bachelor’s Degree preferred.
- 3+ year of Leadership Experience (or equivalent).
- Strong interpersonal skills.
- Technical skills - Proficiency in Microsoft Office products (Excel, PowerPoint, Word).
- Communication skills - Strong verbal and written skills, ability to provide feedback.
- Industry knowledge - Strong knowledge of group benefits health and dental insurance preferred.
- Excellent analytical and problem-solving skills.
- Ability to make informed and timely decisions.
- Ability to direct, influence and take initiative.
- Demonstrated commitment to quality
- Ability to manage staff and customer relationships in a fast-paced environment
- Excellent organization and multi-tasking skills
- Expert understanding of internal business processes and workflows.
- Prioritize work to meet service levels and other KPIs.

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizensh

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