Supervisor, Group Customer Service

1 month ago

Canada Empire Life Full time

Supervisor, Group Customer Service

Location: Remote in Canada


Empire life is looking to hire a Supervisor, Group Customer Service to join our Group Operations team


Why pursue this opportunity

  1. Our mission - make insurance, investments and benefits simple, fast and easy for our customers.
  2. The environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.
  3. Impactful work - get the opportunity to work on meaningful projects that have a positive impact on our customers, our company, and society as a whole.


What you’ll be working on

  • Coach, engage and motivate team members; identify employee training and development needs
  • Maintain a positive team culture and environment
  • Participate in the hiring and employment processes for team members; set employee goals and objectives and manage employee performance
  • Supervise the day-to-day operation of the business unit
  • Demonstrate leadership by planning, organizing, leading and monitoring operations and performance so that established key performance indicators, service and quality targets are met and exceeded
  • Develop and maintain an understanding of the business, including distribution channels, general business lines, and associated impacts and priorities
  • Operate as key contact for the business unit, provide technical expertise to employees and customers regarding processes
  • Develop and maintain standard operating procedures and establish service standards; review procedures for improvements and efficiencies
  • Monitor noise, questions, feedback and challenges from staff, members and administrators in order to highlight efficient solutions
  • Act as the second level for problem escalation; provide operational and functional guidance and recommend solutions or corrective measures to be taken
  • Develop and demonstrate positive communications with other departments and customers
  • Prepare and analyze reports for management
  • Act as project lead as required
  • Assists in the preparation of the unit budget and manages expenses within budgetary parameters
  • Identify high performing employees for potential eligibility of project work and cross training opportunities
  • Support employees through change and addition of digital assets and/ or systems


What we’re looking for you to have

  • Completion of a community college diploma in a related discipline
  • 5+ years work experience
  • Working towards business related designation(s)
  • Supervisory experience
  • Bilingualism (English/French) is an asset
  • Well-developed team building, coaching and/or mentoring skills
  • Well-developed conflict resolution skills
  • Ability to think logically, analyze and/or solve problems
  • Ability to organize/schedule both people and information
  • Ability to develop and maintain effective working relationships
  • Tact, diplomacy and the ability to handle confidential information
  • If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.


Beyond the salary

For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:

  • Competitive salaries with annual pay increases
  • Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
  • Competitive uncapped commission, for sales positions
  • A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account
  • Flexible work arrangements and an annual allotment of personal health days.
  • Four weeks annual vacation from hire date
  • A defined contribution pension plan with generous employer matching
  • Top up programs for parental leave and compassionate leave
  • Employer-sponsored wellness and recognition programs
  • A cash employee referral program

To learn more about working at Empire Life, visit .


Get to know us

Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.


Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact .

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