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Customer Support Operations Manager

2 months ago

Richmond Hill, Ontario, Canada Greenstone Financial Services Canada Full time
Job Title: Head of Customer Support

Greenstone Financial Services Canada is seeking an experienced professional to lead our Customer Support team. As Head of Customer Support, you will be responsible for providing operational leadership to the Customer Support department, encompassing customer administration services, retention practices, claims processing, customer experience management, and knowledge management.

Key Responsibilities:

  • Provide operational leadership to the Customer Support department
  • Develop and execute strategic direction for customer care activities
  • Lead the development, execution, and management of post-sale operational processes
  • Ensure alignment with business objectives across Administration, Claims, Retention, Customer Experience, and Knowledge Management
  • Drive Customer Experience initiatives and ensure operational knowledge is centrally managed
  • Manage matters escalated from the teams across the business
  • Contribute as a subject matter expert on new or enhancement projects
  • Communicate and strategize with the leadership team to deliver on new projects/initiatives

Requirements:

  • Tertiary level qualifications or qualified by experience
  • 10+ years of demonstrated experience running contact center operations (insurance highly desired)
  • Demonstrated experience in Customer Experience (CX) functions
  • Flexible and able to respond to a changing environment
  • Demonstrated business acumen and commercial awareness combined with business development skills
  • Excel skills combined with a developed understanding of information technology and Office applications
  • Networking skills to develop and maintain strong internal and external relationships

About Greenstone Financial Services Canada:

Greenstone Financial Services Canada is a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand, and Canada. Backed by majority shareholders Ontario Teacher's Pension Plan (OTPP) and Caisse de Dépôt et Placement du Québec (CDPQ), we've expanded into the Canadian market, introducing affordable, high-quality insurance products.

We leverage technology and analytics to design, administer, market, and distribute a variety of insurance products in collaboration with the world's most trusted underwriters. Our commitment to data-driven decision-making and a continually evolving product offering reflects our dedication to meeting the ever-changing needs of our customers.