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Senior Vice President, Client Service Operations
4 weeks ago
Job Summary:
The Associate Vice President, Client Service Centre is a key leadership role at HUB International, responsible for driving growth and profitability across all distribution channels. This position oversees the contact center and assigned branches, ensuring exceptional client experiences and business outcomes.
Key Responsibilities:
- Develop and execute the annual business plan, focusing on new business and business retention, client experience, service model strategy, best practices, industry involvement, and mentoring and training.
- Ensure consistent application of insurer and HUB corporate policies and procedures, collaborating on forecasting, budgeting, and workforce planning to optimize call center operations.
- Implement strategies for continuous improvement of key performance metrics, including contact center metrics, activities, renewal retention, accounts receivable, new client acquisition, prospecting conversion rate, division profitability, and customer satisfaction scores.
- Develop sales strategies, including referral programs, inbound upsell, and outbound dialing initiatives, to drive revenue growth and customer acquisition.
- Assess market opportunities, monitor business results, and take corrective action to ensure targets are met.
- Provide leadership, support, and collaboration with other business areas as needed.
What We Offer:
- Competitive compensation, including base salary and potential bonuses.
- Company matching RRSP contributions.
- Tuition financing and career-related training and development.
- Customizable flexible benefits options.
- Mental and physical wellness initiatives.
- A positive, collaborative, and team-oriented environment.
This role requires a self-starter with an entrepreneurial mindset, who can take ownership of their business and work with urgency while providing high-quality service. If you are a team player who can positively impact those around you, we encourage you to apply.
About HUB International:
HUB International is a leading insurance brokerage and financial services firm, committed to delivering exceptional client experiences and business outcomes. We invest in our employees, offering hands-on coaching, mentorship, and extensive training to ensure their success.
Required Experience:
5-7 years of relevant experience in client service management or a related field.
Department:
Account Management & Service.
Travel:
No travel required.
Education:
High school or equivalent.
