Operational Excellence Manager

2 days ago

Toronto, Ontario, Canada Intact Financial Corporation Full time
Job Summary

We are seeking an experienced Operational Excellence Manager to join our team at Intact Financial Corporation.

About the Role

This is a critical leadership position responsible for leading, coordinating, and supervising the activities of our team. You will be responsible for organizing, planning, and controlling the optimal use of personal, material, and financial resources according to our objectives.

Key Responsibilities
  • Manage the performance of team employees according to company policies, ensuring continuous training and compliance with customer experience standards of our customer service centre.
  • Ensure the quality of phone service by managing cost and productivity control according to our objectives.
  • Identify issues, propose solutions, make changes, and recommend improvements on the quality of service offered, operations of our service centre, or risk management to achieve our company objectives.
  • Supervise social media watch and handle customer requests to ensure a response or routing to the department concerned within prescribed deadlines.
Requirements
  • At least 3 years of management experience in a contact centre, insurance, or finance.
  • University degree in management or any combination of education and experience deemed relevant for the position.
  • Bilingualism (French-English) is necessary to interact regularly with English-French speaking clientele and colleagues across the country.
  • Strategic Acumen: Proven skills in strategic planning, possessing a global vision, and identifying opportunities for optimization.
  • Leadership: Ability to be a positive, inspiring, and visible leader on the floor.
  • Engagement: Capability to establish an engaging and motivating work environment.
  • Organizational Skills: Strong time management skills and the ability to provide structure.
  • Change Management: Proficiency in managing change effectively.
  • Communication: Excellent communication and listening skills.
  • Team Collaboration: Quick learner with the ability to work collaboratively in a team and share ideas.
  • Analytical Skills: Competence in analyzing and interpreting results.
What We Offer
  • A competitive salary of $85,000 per year, plus benefits.
  • An industry-leading Employee Share Purchase Plan; we match 50% of net shares purchased.
  • An extensive flex pension and benefits package, with access to virtual healthcare.
  • Flexible work arrangements.
  • Possibility to purchase up to 5 extra days off per year.
  • An annual wellness account that promotes an active and healthy lifestyle.
  • Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
  • A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs.

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