Manager, Customer Service Office

What you'll do :

Reporting to the Regional Manager (Manager, Operations & Risk), this position is responsible for the leadership of the Moose Jaw and Davidson Customer Service Offices (CSOs).

As part of the role, this position provides guidance to staff on the administration of SCIC’s business risk management programs, along with the ongoing initiatives and provides excellent customer service.

• Provide direction and leadership to staff in two Customer Service Office (CSO), including coordination of work and formal and informal coaching, performance management, mentoring and training.
• Ensure effective delivery of program initiatives by ensuring that program standards and changes to programs are implemented and enforced consistently across offices.
• Collaborate with others within the Insurance Unit and across the organization to leverage synergies in program delivery to enable service excellence.
• Provide technical agricultural information to staff and customers to respond to inquiries, solve problems or provide training.
• Answer customer inquiries and respond to customer issues in a timely and knowledgeable manner in order to provide excellent customer service.
• Prepare and manage the budget for the office(s) to ensure efficiency and fiscal responsibility.
• Serve on a variety of internal / external committees and task teams to promote and review agricultural issues.

Qualifications :

To be successful in this position you will need a diploma in the field of Agriculture or Business Administration with a minimum of three years combined experience in the administration and delivery of agriculture business risk management programs paired with progressively more responsible supervisory / management experience.

Consideration may be given to those with an equivalent combination of education and experience. Other qualifications include :

• An agricultural background with detailed knowledge of current farm practices and awareness of emerging agriculture trends.
• Supervisory skills, demonstrated through effective leadership, with the ability to manage two diverse teams of people in remote locations.
• Verbal and written communication skills with the ability to explain complex policies and procedures and deal with volatile situations in a professional manner.
• Interpersonal skills with the ability to establish relationships with customers and staff to enable service excellence.
• Organizational skills with the ability to meet deadlines and adapt to shifting priorities.
• Experience in developing and managing a budget.
• Knowledge of and experience with computers, such as Microsoft Word, Excel and Outlook.

Conditions :

• A criminal record check is required.
• Should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.
• A valid driver’s license and a willingness to travel throughout the province is required.

Competencies :

Service Excellence : Champions the organization both internally and externally by modelling exceptional behaviour. Builds rapport and committed relationships.

Uses customer feedback to make changes in work and personally commits to resolving customer issues.

• Personal Leadership and Development : Influences others to act in accordance with the organization’s values. Listens and influences others to generate enthusiasm.
• Strategic Thinking : Develops, leads and ensures meaningful communication to inspire and influence others to support strategies and key actions.

Listens and influences others to generate enthusiasm and commitment to the organization’s vision, values, mission and strategic direction.

Commits to achieving success at the team and organizational level.

Decision Making : Balances risk and potential implications before making a decision. Makes timely decisions even when information is unclear or limited.

Acknowledges personal responsibility for outcomes from decisions made.

Innovation : Creates a culture that supports taking responsible risks and one where change is expected and supported. Seeks opportunities for innovation and continuous improvement.

Looks for incremental improvements in work processes and results.

Analytical Thinking : Reflects on past experience and organizational practices and processes to develop consistent action plans.

Makes intelligent assumptions to develop explanations and determine possible steps and options. Offers solutions based on available resources.

Team Collaboration : Encourages, supports and motivates team members to share ideas, knowledge, solutions or concerns.

Capitalizes on the strengths and skill sets of team members by aligning tasks with individual strengths. Brings forward ideas, solutions and concerns to help the team problem solve and build solutions.

Building Organizational Community : Creates a culture of recognition and appreciation. Actively builds relationships by establishing respect, trust, support and understanding.

Ensures cross-team collaboration for organizational effectiveness.

Communication : Communicates complex issues clearly and with credibility. Anticipates and prepares for responses or reactions with sensitivity and directness.

Presents information with clarity and consistency.

Accountability : Enables a culture where people hold themselves personally accountable for results. Plays a leadership role in shaping the culture of the organization by consistently communicating and exemplifying the values.

Strives for excellence in personal performance and coaches others to perform at their best.

Performance Management : Establishes challenging goals and acts to reach and exceed them; holds others accountable for their goals.

Coaches and motivates others to strive to be the best and achieve quality results. Takes / provides opportunities to learn and demonstrate new knowledge and skills.

Planning and Risk Management : Continually adapts priorities and responsibilities in response to changing needs. Establishes internal controls, within own work unit / team, to detect problems or issues as they occur and make necessary corrections.

Facilitates the work of others by providing tools to help move the work along.

Process Management : Promotes a culture of continuous improvement to ensure policies and process are relevant and efficient.

Recognizes and uses corporate culture, organizational process and underlying knowledge to produce the best results. Anticipates potential resource problems and makes needed adjustments to reduce concerns.