Assistant Manager

2 weeks ago

London, Canada Canada Life Assurance Company Full time

**Job Description**:
The Assistant Manager provides daily oversight, leadership, coaching and performance management to Client Service Representatives in our Client Service Centre. They are accountable to ensure professional and consistent practices are carried out by the Client Service team and to the achievement of targeted service levels, business retention and other call centre success objectives.

**What you will do**
- Coordinate administrative services and deploy resources to fit the changing needs of the business
- Collaborate in the evolution and responsible for the implementation of best practices
- Active management of the administrative resources
- Development of excellent client service skills in CSRs by monitoring and evaluating calls, providing feedback, and skill building
- Monitors telephony / scheduling software to manage service levels
- Maintain open communication channels including sharing pertaining information with next level manager
- Manage conflict within the supported business areas
- Implement talent development framework for the team. Coordinate required activities related to recruiting training, coaching, career path, etc.
- Responsible to deliver corporate performance management program
- Create a trusting positive environment within the team
- Create a high performing team
- Lead team through change and create a culture that embraces innovation
- Assist in coordination of execution of changes with the team to meet business needs (possible future state of the team and carrying out changes)
- Collaborate on projects & strategic initiatives
- Build and maintain strong relationships within I.C. Client Service Centre, other IC functions and across the business

**What you will bring**
- Proven leadership experience
- Strong people skills with the ability to inspire coach, motivate, provide vision, etc.
- Ability to foster collaborative relationships across Individual Customer and facilitate cooperation
- Driven to improve the organization, processes, service performance and manage efficiency
- Ability to lead from a distance and provide active management of both on-site and offsite employees
- Ability to always prioritize, focus, and balance multiple priorities
- Excellent communication skills, interpersonal and facilitation skills
- Strong team player and ability to motivate the team to achieve business goals
- Strong time management skills: highly self-motivated and has the high ability to work independently to handle pressures of deadlines, fluctuating workloads and changing priorities
- Establish and maintain positive working relationships with others both internally and externally
- Can assess situations, make decisions, and get things done, with a high degree of agility and accuracy
- Proficient navigation skills in Office 365
- Product and process knowledge of CL Investment an asset
- Bilingual French/English an asset

**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_

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