Coach - Client Service 2022-11-09 15:48:22

2 weeks ago

Guelph, Canada The Co-operators Full time

**Position Overview**:
**Company**:CGIC

**Number of Positions**: 1

**Language**: Bilingualism in English and French is required.

**Work Model**:Hybrid

**Alternate Title**: n/a

**Additional Information**:
The work location for this role is flexible to Guelph, Moncton, Laval, Calgary.

The Opportunity:
We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

As the Client Service Coach, you will be responsible for training and coaching staff members in the areas of systems, products, workflows and processes. You will leadership and direction to the Client Service Solutions staff members nationally, including assisting the supervisor with human resource and performance management of the team as well as supporting and mentoring staff members in their development.

***:
**How you will create impact**:

- Coach, train and develop staff members, on-site and remotely, on procedures, systems, workflows and products as required.
- Assess training needs and develop role-specific department and individual training plans.
- Provide leadership and direction to the Client Service Solutions staff. Support and mentor staff members in their role. Assist supervisor with human resource and performance management of the team.
- Identify and escalate impacts of new programs or system enhancements on procedures and workflows. Coordinate, implement and communicate changes to the staff that impact their day to day work. Collaborate nationally, incorporating change management techniques and approaches.
- Conduct reviews to measure the quality achievements of the team and accuracy level of individual staff members. Identify trends, quality, accuracy and compliance issues. Provide recommendations to staff members and/or supervisors as required.
- Provide analysis and interpretation of workflow/system
- related issues and collaborate with business partners to identify solutions.
- Distribute and monitor work to contribute to the achievement of service standards. Recommend changes to improve efficiency in respective teams.

**How you will succeed**:

- You influence change and are committed to continuous improvement, in order to exceed client expectations.
- You leverage critical thinking skills to identify problems and proactively propose solutions.
- Your strong communication skills allow you to clearly convey messages.
- You’re an effective team player who shares knowledge to support your peers.

**To join our team**:

- You have a post-secondary education.
- You have Two (2) years related work experience.
- You are actively working towards Chartered Insurance Professional (CIP) designation.
- You have demonstrated ability in coaching, and leading others with a focus on teamwork and professionalism.

**What you need to know**:

- You will travel occasionally.
- Extended work hours, including weekends, may be required during peak periods.
- Strict confidentiality with respect to employee’s personal information and other sensitive or proprietary material.

**What’s in it for you?**:

- Training and development opportunities to grow your career with one of Canada’s Best Employers.
- Flexible work options and paid time off to support your personal and family needs.
- A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
- Paid volunteer days to give back to your community.
- A comprehensive total rewards package, including competitive salary, bonus, pension and benefits.

**Interested in applying?**:
Co-operators is focused on fostering an inclusive, equitable and accessible work environment and we encourage individuals from all identity groups to apply. If you require an accommodation during the recruitment process, please contact the hiring manager.

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