Senior Lead

2 months ago

Kitchener, Ontario, Canada Equitable CA Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Senior Lead - Client Experience Initiatives. This is a pivotal role that will play a key part in driving our overall Fair Treatment of Clients (FTC) strategy.

Key Responsibilities
  • Develop and Implement FTC Guidelines: You will be responsible for developing and implementing guidelines, policies, and practices to ensure fair outcomes for clients in alignment with our vision and strategy for FTC.
  • Strategic Development and Communication: You will identify and communicate strategies that address enterprise risk and opportunities for FTC, using client experience methodologies to enhance our approach.
  • Leverage Client Feedback: You will utilize data from our client voice program to extract insights that will help refine and strengthen our impact on clients.
  • Monitor and Improve FTC Framework: You will be responsible for the ongoing enhancement of the FTC monitoring framework, particularly in relation to claims and complaint handling processes.
  • Create Visibility and Awareness: You will provide clarity within project teams concerning client profiles and their needs, ensuring a shared understanding across the board.
Requirements
  • Leadership and Change Management Experience: You will have strong leadership and change management experience, with the ability to drive strategic initiatives and lead cross-functional teams.
  • Strategic Thinking and Relationship Management: You will be a strategic thinker with excellent relationship management skills, able to build and maintain strong relationships with business partners and stakeholders.
  • Regulatory Knowledge: You will have strong knowledge of regulatory requirements for Fair Treatment of Clients.
  • Interpersonal and Communication Skills: You will have excellent interpersonal and communication skills, with the ability to communicate complex ideas and strategies to both technical and non-technical stakeholders.
  • Collaboration and Relationship-Building: You will have strong collaboration and relationship-building skills, with the ability to build and maintain strong relationships with business partners and stakeholders.
  • Problem-Solving and Project Management: You will have demonstrated experience as a forward thinker and a problem-solver, with project management skills and the ability to execute strategic plans.
Education and Experience
  • Post-Secondary Degree: You will have a completion of a post-secondary degree in business or a related field.
  • Experience: You will have at least 10-15 years of experience in a related field, with a strong track record of driving strategic initiatives and leading cross-functional teams.
What We Offer
  • Paid Volunteer Day: You will have an additional paid volunteer day each year, allowing you to spend time giving back to the community.
  • Pension Program: You will be immediately enrolled in the company's pension program, with employer matching.

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