Senior Director of Client Service Operations

6 days ago

Burnaby, British Columbia, Canada HUB International Full time
Overview

HUB International is a leading insurance brokerage firm seeking an experienced Senior Director of Client Service Operations to join our team. As a key member of our leadership team, you will play a critical role in driving business growth and profitability by overseeing the contact center and specific assigned branch(s).

Salary and Benefits

The expected salary range for this position is $90,000 - $120,000 per year, depending on the successful candidate's skills, experience, and working location.

HUB International offers comprehensive benefit and total compensation packages that may include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses and commissions for some positions.

Job Description

In this role, you will be responsible for:

  • Developing and executing the annual business plan with a focus on overall new business and business retention, exceptional client experience and client outreach, service model strategy, best practices, industry involvement, mentoring, training and development.
  • Ensuring consistent and effective application of insurer and HUB corporate policies and procedures as they apply to the business or to the employees.
  • Collaborating on forecasting, budgeting, and workforce planning to optimize call center operations.
  • Executing strategies for continuous improvement of key performance metrics including contact center metrics such as average speed of answer, service levels, abandon rates etc., activities, renewal retention, accounts receivable, new client acquisition, prospecting conversion rate, division profitability, and customer satisfaction scores.
  • Developing sales strategies including referral programs, inbound upsell and outbound dialing initiatives to drive revenue growth and customer acquisition.
Requirements

To be successful in this role, you will need:

  • 5-7 years of relevant experience in client service operations or a related field.
  • A high school diploma or equivalent education.
About Us

HUB International is a proud partner with customers, communities, and colleagues. We value urgency, professionalism, and teamwork. If you are looking for a challenging and rewarding career opportunity, please search myHUBbc as a keyword in the search bar on our careers page.

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