Bilingual Assistant Manager, Service

4 weeks ago

Ottawa, Canada Orbit Full time

Company Description
**Who We Are**

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

**Job Description**:
**What You’ll Do**:
Reporting to the **_Manager, Service Program_**, you’ll**_ _**be supporting the efficient and effective operation of the Service Broker team including ensuring proper scheduling and staffing levels to support and achieve call center metrics. Responsible for setting targets, analyzing and responding to call center performance data such as customer satisfaction and service level results, coordinating workflow, and communicating with other managers in a matrix environment**_._**

The core parts of your role will be to:

- Understand and follow the established strategic initiatives in order to achieve financial objectives. This includes gathering pertinent business, competitive, financial, service and operations information and provide input to prepare and execute on an annual budget in terms of revenue and expense.
- Build, develop and retain a high performing team with a clear focus on reducing customer effort and addressing customer issues. This includes recruiting, selecting and training individuals, performance management, communicating strategies and objectives and providing employees with the necessary resources.
- Ensure call centre operational standards, customer service, policies, programs and procedures are always maintained.
- Engage employees by communicating job expectations and competencies necessary to be successful.
- Ensures efficient and effective operations, including setting targets.

**Qualifications**:
**Let’s Talk About You**:

- An AMF or RIBO license.
- A university degree or completion of AIIC/CIP designation or an equivalent industry designation.
- A minimum of three years’ experience in personal lines automobile and property insurance.
- A minimum of two years’ experience in a supervisory role.
- Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- Superior time management, project management and organizational skills to manage competing priorities.
- Must be bilingual (English/French).

Additional Information
**Some of the Perks We Offer**:
We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

- Rewarding salary and bonuses that truly value your dedication
- Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
- Defined benefit pension plan for a financially confident retirement
- 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
- Flexible work-from-home and hybrid options
- Unlock your potential with opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._

LI-Remote, #LI-Hybrid

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