Manager, Claim Contact Centre

1 week ago


Toronto, Canada Chubb INA Holdings Inc. Full time

Job Requirements

The Manager will build and oversee a high performing Contact Centre team with an emphasis on service excellence, severity control and employee satisfaction. The Manager will also analyze current processes to offer optimization and outsourcing recommendations to ensure all current Business needs are exceedingly met.

**MAJOR RESPONSIBILITIES INCLUDE**:
Provide training, coaching, leadership, and technical oversight to Contact Centre staff as well as Offshore Partners.
Establish business goals and employee development plans for the Contact Centre unit.
Conduct regular customer satisfaction and technical audits to provide necessary training to staff.
Conduct monthly Best Practice audits and provide necessary training to staff.
Ensure efficient, effective and equitable productivity/workflow within the team by continuously analyzing current processes and business needs.
Act as liaison among other claims staff, service departments, underwriting, brokers, insureds and counsel.
Ensure compliance with all regulatory requirements.
Responsible for Daily Operations Rotation and scheduling
Ensure Telephony, Service Levels, Turn Around Time metrics and standards are met and maintained

Work Experience

Minimum four to six years of claims handling experience.
Recognized professional development, preferably combined with a University Degree.
Strong leadership skills are essential along with a proven track record in building and leading teams.
Exceptional customer service skills.
Capable of working in a collaborative fashion with a wide spectrum of people.
Proven track record sharing and imparting knowledge within a team environment.
Proven ability to foster strong business relationships with underwriters and customers.
Exceptional time management and organizational abilities.
Strong communication and staff development skills are essential.
Strong process leadership and change management skills.
Bilingualism (French & English) is an asset.



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