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Customer Support Manager

2 months ago

North York, Canada Greenstone Financial Services Canada Full time

CUSTOMER SUPPORT MANAGER, GREENSTONE FINANCIAL SERVICES CANADA


WHO WE ARE


Greenstone is a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand and now Canada. Backed by majority shareholders Ontario Teacher’s Pension Plan (OTPP ) and Caisse de Dépôt et Placement du Québec (CDPQ ), we've expanded into the Canadian market, introducing affordable, high quality insurance products.


Our commitment to data-driven decision-making and a continually evolving product offering reflects our dedication to meeting the ever-changing needs of our customers. Renowned for award-winning customer service, we leverage technology and analytics to design, administer, market, and distribute a variety of insurance products in collaboration with the world’s most trusted underwriters. Join us in shaping the future of insurance.


OUR CUSTOMER SUPPORT TEAM


The Customer Support department liaises directly with customers both over the phone and in writing, assisting them with their enquiries and various types of post-sales requests. These requests include, but are not limited to updating personal details, policy details (e.g. sum insured amount and beneficiaries), arranging third party authorities and managing payment options.


PURPOSE OF THE ROLE


Lead and inspire a team of LLQP Licensed Customer Support Advisors on a day-to-day basis to ensure they are fully competent and that their performance meets expectations, through regular coaching, motivating, training. Drive a high-performance culture along with ensuring that all team members are compliant and working within the company guidelines.


KEY ACCOUNTABILITIES


The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge and qualification.


SUMMARY OF ACCOUNTABILITIES


Leadership and People Management


  • Lead and provide direction for the team on a daily basis
  • Ensure team and individual goals align with company / department direction
  • Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
  • Build a high-performance, high-energy culture to reach individual and team KPIs
  • Conduct team meetings, workshops and monthly one on one catch ups with advisors/ team
  • Utilize management reports to identify developmental opportunities and monitor behaviours
  • Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
  • Possess an intimate knowledge of teams individual and overall daily results
  • Implement and drive incentive programs to motivate team
  • Identify causes for gaps in performance and implement an effective strategy/coaching to improve performance
  • Provide effective coaching, training and mentoring to support advisors, ensuring all advisors are adequately supported and trained in their role.
  • Identify growth potential/individual development areas for advisors and develop advisors within their role or for internal business opportunities
  • Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
  • Implement performance management process with individuals where necessary
  • Make process improvement suggestions and identifying techniques to overcome obstacles which may arise
  • Lead by example though living the Greenstone values, demonstrating authentic leadership and adhering to business rules.
  • Demonstrate commitment to the team to support and enhance strong team dynamics and build trust
  • Inspire and challenge advisors to build a customer centric culture
  • Uphold a positive, supportive and engaging leadership style when communicating and rolling out changes/updates


Results management

  • Achieve agreed KPIs
  • Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives
  • Present results and action plans at month-end
  • Listen to calls and provide relevant coaching to advisors on a regular basis
  • Effectively manage call queues to ensure service level requirements are met
  • Identify trends, opportunities and needs within the Support team and other departments, making recommendations for improvements
  • Manage complaints as needed and complete complaint process


Administration/Fulfillment management


  • Ensure all team leave is entered into ADP within the relevant pay period
  • Maintain an up to date knowledge of products, processes and systems as well as insurance industry best practices and competitor activity
  • Oversight and day to day management of end-to-end fulfilment process, including managing paper stock, QA
  • Ensure all team minutes are documented and stored in appropriate files
  • Ensure all mentoring and development feedback is documented and stored in appropriate files
  • Undertake a range of ad hoc tasks and responsibilities as delegated from time to time by the Director, Customer Support.


POSITION REQUIRMENTS


Essential


  • 5+ years experience in a people management role with a focus on Customer Support or Service.
  • Experience managing administrative functions and/or fulfillment.
  • Proven ability to be able to analyze and interpret data to seek performance and business improvement
  • Demonstrated ability to be able to lead people
  • Proven capability to build and deliver individual and team performance through guidance and coaching of advisors under their leadership and management
  • A good understanding of call centr processes and procedures including Evolve PA, ERM, Genesys and Softphone telephony systems
  • Previous experience within a Customer Service environment
  • Consistently demonstrating Greenstone values
  • Proven ability to coordinate a group of people to meet expected performance outcomes
  • Strong communication and organization skills and attention to detail
  • Drive, motivation and innovative thinking
  • Ability to embrace change in a fast-paced environment
  • Understanding data and interpreting it’s meaning
  • A professional demeanor


Desirable


  • LLQP
  • Insurance industry call center experience preferred
  • Experience working within the insurance industry
  • Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)


BENEFITS


That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:


What's in it for you?


  • 4 weeks' vacation leave per year
  • Hybrid role – 3 days in office and 2 days work-from-home
  • 100% employer paid health benefits
  • $500 Health spending account
  • $100 monthly transportation benefit
  • Parental leave top-up
  • 5% RRSP matching
  • Growth opportunities
  • Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
  • Free weekly lunches and more


Apply Now


If this role interests you, we would love to hear from you