Assistant Vice President, Client Service Centre

3 weeks ago

Winnipeg, Canada Canada Life Assurance Company Full time

**Job Description**:
We are looking for an **_Assistant Vice President, Client Service Center_**

The Assistant Vice President is responsible for the leadership, strategic planning and execution of all Client Service Center operations and is expected to be an expert in the science and art, of leading an effective contact centre. This role is accountable for ensuring the continuous improvement of the customer experience with a tactical emphasis on customer care, quality management, workforce planning, recruiting, coaching and training.

The Assistant Vice President’s success is measured by the Client Service Center’s ability to provide high quality service, while meeting service level agreements (SLA), improving call performance and driving continuous improvement through data driven decision making.

The Assistant Vice President executes the vision for the CSC, ensuring it meets both the customer, Advisor and organization’s needs. This leader is continually engaged in leading and inspiring their team in developing and documenting best practices to ensure the continued evolution of its programs and processes.

**What you’ll do**:

- Provide overall leadership to the Client Service Centre (CSC), maintaining a high-performance organization that effectively services both the Insurance and Wealth channels.
- Ensure effective contact centre processes and practices are established and followed.
- Ensure Human Resource management practices in the Client Service Centre (CSC) support a highly engaged organization with quality recruitment of employees, a well designed and effective training program and a work environment which is conducive to staff retention.
- Monitor industry best practices and develop and/or implement new or improved technology, processes and practices to ensure industry leadership is maintained.
- Monitor and meet financial targets ensuring expenses are managed with maximum cost efficiency and resources are optimally matched to varying volumes.

**Who you are**:

- Minimum 10 to 15 years of financial services industry experience (insurance, wealth management would be an asset)
- University degree in a related discipline
- Proven leadership skill with experience leading large teams
- Strong people skills with the ability to inspire coach, motivate, provide vision, etc.
- Deep understanding of how large enterprises work; deep understanding of contact centers, workforce planning/management methodologies and related technology.
- Demonstrated strategic and tactical planning skills, with the ability to align business goals and effectively work across various disciplines
- Ability to foster collaborative relationships across Individual Customer and facilitate cooperation
- Experience in facilitating change effectively

**Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

***

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

**We are one of Canada's top 100 employers**
- Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations._
- We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee _
- has the opportunity to_
- reach their potential._

**_
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted_**

LI-Hybrid
- LI-KL1

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