Customer Care Manager

**Job Role**:
**Who we are?**

An internationally tried and tested model of Life Insurance Sales with an ambition to revolutionize Canada’s Customer experience with easy-access, straight forward product offerings via TV and Digital Marketing.

Neilson Financial Services is a multi-national Life Insurance intermediary, specializing in product development and customer experience, making the purchase of Life Insurance as simple as our customers demand it to be.

Our Neilson Values of Results Driven, Customer Focused and Team Spirited are embedded in the foundations of our culture and are part of the common integrity found in every Neilson’er.

**What you'll do**:
The Customer Care Manager is a key leadership position within Neilson FS, responsible for managing two functions: Customer Service and Claims. The primary objective of the Customer Care Manager is to ensure exceptional customer service delivery and effective claims handling for customers who have purchased Neilson insurance products, whilst maintaining regulatory and business policies compliance. This position plays a critical role in maintaining customer satisfaction, resolving escalated issues, and optimizing the efficiency and effectiveness of the customer care operations.

A proven leader with excellent people management skills, the Customer Care Manager is required to have extensive Insurance industry and Canada’s regulatory landscape experience. The company culture and demands of this position are best suited to someone who is hands-on, proactive and solutions focused. On a daily basis, the Customer Care Manager is required to direct and with guidance from the Group Customer Care Director, authorize actions by the Customer Care team in meeting the needs of our customers. They must demonstrate a proactive and pragmatic approach to best serve the department and the high standards of service that Neilson Financial both expects and takes pride in. The right person will have experience in continuous improvement, evolving existing and creating new processes that aid the Customer Care team and provide optimum outcomes for our customers.

Individual Performance management
- Lead, mentor, and manage direct reports within the Customer Care function; initially Agents and as the team grows, the role will have Team Managers as direct reports.
- Set clear performance expectations and goals for Team Managers/Agents, monitoring their progress, and providing regular feedback and coaching
- Foster a positive and collaborative work environment, promoting teamwork and professional growth within the teams
- Complete documented monthly 121s with Team managers/Agents
- Manage performance escalations

Department performance Management
- Complete weekly call calibrations for the function
- Manage resource forecasting and scheduling
- Monitor, improve and document processes
- Develop and document new processes
- Be the interdepartmental feedback loop across the business
- Analyse calls and insights
- Ensure downtime is being utilised by new initiatives and customer value-add activities
- Create and maintain Customer Service and Claims procedural manuals
- Monitor and review SLAs

Service delivery Management
- Develop and implement strategies to ensure high-quality customer service, meeting, or exceeding customer expectations.
- Streamline claims processing procedures, ensuring accuracy, efficiency, and adherence to industry standards.
- Handle customer complaints or complex issues, providing prompt resolutions and ensuring customer satisfaction.
- Monitor claims handling performance, identifying trends, and implementing corrective measures to minimize errors and enhance customer experience.
- Continuously assess and enhance customer service and claims management processes, identifying areas for improvement and implementing appropriate solutions.
- Point of contact for incident escalation and driving resolution
- Develop and maintain positive relationships with key stakeholders, such as customers and service providers
- Collaborate with sales and marketing teams to gather customer feedback, identify areas of improvement, and implement strategies to enhance customer satisfaction and retention

Performance reporting:

- Generate regular reports on customer care and claims management metrics, analysing data to identify trends, areas for improvement, and opportunities for efficiency
- Utilise data-driven insights to develop strategies, implement process improvements, and enhance team performance
- Ensure compliance with regulatory requirements and internal policies, maintaining accurate records and documentation
- Analysing and reporting on the function’s monthly KPI and performance
- Reporting on weekly performance
- Mi enhancements
- Supporting projects in line with business requirements

**What we're looking for**:

- Proven experience in a managerial role within the insurance industry, preferably with expertise in Life insurance and customer care management.
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