Manager Customer Service

5 months ago


Kingston, Canada THE EMPIRE LIFE INS. CO Full time

**Manager Customer Service & Administration**:
**Location: Ontario**

Empire life is looking to hire a Manager, Customer Service & Administration to join our Group Operations team

**Why pursue this opportunity**

**Join a transforming business - **we are a medium-sized Canadian company in a stable industry which is rapidly transforming.

**Play an integral role**:

- this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

**The opportunity**:

- collaborate with cross-functional teams and work on a variety of projects that will keep you engaged and continuously learning.

**What you’ll be working on**- Provides business leadership, expert consultation and solution generation to ensure effective operations, continuous improvement and supports a positive customer experience.- Support development of Management Systems (process controls, metrics & reporting, training, etc.) to achieve the following objectives:
- Development, management and communication of process changes through effective change management.- Lead Quality, Service & Productivity programs to lead appropriate actions, using data to drive decisions- capacity (inclusion in our broadening cross-trained sprint capacity - even after they likely move onto other roles)- Coach and mentor employees, identify employee training, set goals and objectives and effective individual development plans, accountable for resource management, recruitment, performance management- Oversee the preparation of and manage the execution of the annual budgets- Using technology, statistical techniques and data to collect, interpret and analyze data to identify important business questions and identify control risks, such as patterns and correlations within the data; reporting results, taking appropriate actions and/or raising recommendations on the findings.- Collaborate with internal stakeholders to promote operational awareness, market intelligence and trends, make recommendations for new and improved services and provide insight on day-to-day operations; assist with product development and the development of proactive approaches to claims adjudication practices- Utilize leading and lagging indicators, measures and initiatives to monitor team and individual performance- Foster an environment of learning, collaboration and continuous improvement; oversee training and development programs that develop employees’ knowledge and expertise- Develop and maintain a network of industry contacts, represent Empire and provide insight through industry committee involvement on issues regarding health care industry changes and trends- Collaborate with internal stakeholders to promote operational awareness, trends, make recommendations for new and improved services and provide insight on day-to-day operations; assist with product development and the development of proactive approaches to claims adjudication practices- Provide guidance and leadership on contract interpretation and recommend changes- Develop and maintain key distribution partner relationships-
- Lead or participate on projects

**What we’re looking for you to have**:
- Completion of a college diploma or university degree with a with a concentration in one of the following areas: Business, Accounting, Data Analytics, MIS, Mathematics, Statistics, or similar- Combination of education or experience in data science/analytics/visualization, design & systems thinking, business analytics, finance or economic- 5+ years work experience in the insurance/financial services industry, preferably in group insurance as well as call centre function- Supervisory or management experience- Knowledge of word processing, spreadsheet, database and presentation software- Bilingualism (English/French) is an asset- Working towards, or completion, of one or more of ACS/PCS, CEBS, FMLI, HIAA designations- Microsoft Office tools (particularly Advanced Microsoft Excel) and Google Suite- Ability to lead/supervise others- Well-developed customer relations skills- Well-developed negotiation and conflict resolution skills- Ability to prioritize and balance multiple tasks or projects- Well-developed analytical, decision-making and problem resolution skills- Clear writing, listening and verbal communication skills**Beyond the salary**:
For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:
- Competitive salaries with annual pay increases- Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions- Competitive uncapped commission, for sales positions- A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account- Flexible work arrangements and an annual allotment of personal health days.- Four weeks annual vacation from hire date- A defined contribution pension plan with generous employ


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