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Director of Customer Experience and Operations
2 months ago
The Director of Contact + is a key leadership position responsible for maintaining daily operations and providing strategic vision for the overall Contact+ department. This role requires a strong leader who can guide the team in delivering exceptional customer service, building strong relationships with clients, sales, underwriting, and other office personnel.
Key Responsibilities- Team Leadership: Lead a team of customer service professionals in providing excellent service to clients, ensuring that every interaction is a great experience.
- Relationship Building: Maintain and build exceptional working relationships with clients, sales, underwriting, and other office personnel to drive business growth and success.
- Budget Management: Maintain the annual budget and set goals for the business unit, ensuring that resources are allocated effectively to achieve desired outcomes.
- Staff Development: Assess staff training needs, develop recommendations for training opportunities, and provide coaching to build a competent staff capable of performing all functions within the unit.
- Insurance Partnerships: Maintain relationships with insurance providers and the national Federated sales force to drive business growth and success.
- Front-Line Support: Provide support to staff with front-line underwriting, marketing, and sales of submissions received, as needed.
- Marketing Programs: Develop marketing programs that support Federated Insurance's needs and drive business growth and success.
- Level 3 RIBO License: Possess a Level 3 RIBO License or equivalent.
- Commercial Insurance Experience: Have at least 10 years of commercial insurance experience.
- Leadership Experience: Have a minimum of 5 years of leadership experience.
- Post-Secondary Education: Possess a post-secondary school education.
- Underwriting Experience: Underwriting experience would be considered an asset.
We're a company that puts people first. We're committed to creating an inclusive workplace for all, where everyone feels valued and respected. We offer a range of benefits and programs to support your well-being, including hybrid work arrangements, competitive salaries, and education assistance. We're proud to be a part of the Northbridge Financial Corporation team and look forward to welcoming you to our team.
