Unit Manager, Sales & Operations

JOB DESCRIPTION

Our employees are at the heart of what we do best : helping people, businesses and society prosper in good times and be resilient in bad times.

When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility.

It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

We are looking for a Unit Manager, Operations for our growing team!

Location : U Office

Operational Hours : Monday to Friday, 8 : 00 AM to 8 : 00 PM; Saturday, 9 : 00 AM to 5 : 00 PM. Please note that operations are also active on statutory holidays.

What you’ll do here :

• Lead, coordinate and supervise the activities of the team by organizing, planning and controlling the optimal use of personal, material and financial resources according to the budget.
• Manage the performance of team employees according to company policies, ensuring continuous training and compliance with customer experience standards of the customer service centre.
• Manage the quality of phone service by ensuring cost and productivity control according to the objectives of the customer service centre.
• Ensure the quality of service offered to customers by regularly supervising team members according to standards in order to ensure the achievement of the objectives of the customer service centre.
• Identify issues, propose solutions, make change and recommend improvements on the quality of the service offered, the operations of the service centre, or the risk management in order to achieve the company objectives.
• Ensure the supervision of social media watch and the handling of customer requests in order to ensure a response or routing to the department concerned within the prescribed deadlines.
• Participate in multidisciplinary committees relating to special projects and digital initiatives in order to plan strategic elements, ensure smooth deployment, in addition to forecasting the impact of calls on the team and ensure that the process is optimized to control costs.

What you bring to the table :

• Knowledge of property and casualty insurance is a significant asset.
• At least 3 years of management experience in a contact center, insurance, or finance.
• University degree in management or any combination of education and experience deemed relevant for the position.
• Bilingualism (French-English) is necessary, Need to interact on a regular basis with English-French speaking clientele and colleagues accross 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

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team :

A financial rewards program that recognizes your success

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

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.