Coordinator, Operations

From coast-to-coast, our inspiring colleagues are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. With our team, you’ll bring this purpose to life every day by living our Values, being open to change, and pursuing your goals.

In return, we’ll give you countless opportunities to learn and grow, alongside a diverse and passionate community of experts - the best the industry has to offer. You’ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.

**About the role**

We’re looking for a Coordinator, Operations, to join our growing team

**What you'll do here**:

- Review, update, maintain and perform Quality Review Process (QRP) for Customer Accounts functions as outlined by CAS Audit team, providing feedback to management and recommending technical training based on results.
- Generate various performance reports: results monitoring, performance reviews, agent statistics, etc. Identify the actions needed in real time to optimize
- Ensure the continuous improvement of customer service by targeting the needs of agents and being responsible for the implementation of action plans to achieve the performance objectives of the team.
- Coordinate daily operations and participate in various projects in support of the unit director.
- Evaluate, recommend and implement system and procedural changes to improve workflows and/or customer service.
- Participate in developing and communicating departmental objectives, priority plans, service standards, targets, measurements and reporting requirements.
- Resolve problematic issues by analyzing and collaborating with employees and other internal departments.
- Design and deliver refresher training to agents. Track performance indicators and give timely feedback.
- Continuously develop the relational and technical (systems and office automation) skills of Customer Accounts agents
- Identify the actions needed in real time to optimize team performance.
- Ensure effective communication with the various provinces and departments in order to achieve the level of service established by the company.
- Identify the actions required in real time to optimize the performance of technological tools and keep track of problems encountered.

**What you bring to the table**:

- Diploma of college studies (DCS) or combination of education and training considered equivalent
- Minimum 2 years Customer Accounts experience
- Functional English; Bilingualism (French and English) is a strong asset
- Good time and priority management
- Can multitask and be organized
- Be customer-oriented
- Good communication skills, ability to engage groups
- Demonstrate autonomy and flexibility
- Demonstrate thoroughness and attention to detail
- Team-oriented and strong commitment; responsive to needs
- Can make quality decisions at the right time
- Excellent learning skills and adaptation to change
- Ability to manage multiple projects simultaneously in a changing environment

**#LI-Prof #LI-Hybrid #IN-QC**

**What we offer**

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a temporary member of our team:

- Inspiring leaders and colleagues who will lift you up and help you grow
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
- Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.
- A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

**We are an equal opportunity employer**

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.