Customer Care Manager

CUSTOMER CARE 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 CARE TEAM The Customer Care team's focus is to help customers who are dishonouring payments or requesting to cancel their policies, and work with them to help maintain their policies. The team also has processes in place designed to help customers keep their policies when they are having financial difficulty maintaining payments. PURPOSE OF THE ROLE Lead and inspire a team of LLQP Licensed Customer Care Advisors on a day-to-day basis to ensure that 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. Leadership / Results 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 frequent one on one catch ups with advisors/ team Effectively manage call and lead queues to ensure service level requirements are met Utilise 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 retention advisors, ensuring all advisors are adequately supported and trained in their role. Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives 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 Listen to calls and provide relevant weekly coaching to advisors 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 retention performance and high energy culture Uphold a positive, supportive and engaging leadership style when communicating and rolling out changes/updates Identify and implement solutions to drive down costs Various ad hoc Duties Ensure all mentoring and development feedback is documented and stored in appropriate files Manage complaints as needed and complete complaints process Maintain a detailed and current understanding of associated systems, products, processes, procedures and the key drivers for team performance Take calls from the manager’s hotline Effectively manage emails Ensure all team leave is entered into ADP within the relevant pay period Report requirements back to the business 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 managing a team focused on retention, loyalty, collections or sales. Proven capability to drive and motivate a team to achieve exceptional results through guidance, coaching and mentoring Previous experience within a results driven environment Demonstrated ability to lead a group of people to achieve targets Demonstrated ability to drive motivation and innovative thinking Proven ability to analyze and interpret data to seek performance and business improvement Ability to lead and influence people through continuous change and ensure buy-in Strong coaching skills Excellent communication skills Consistently demonstrating the Company’s values Highly developed interpersonal skills Eagerness and ability to embrace and implement regular feedback Results driven individual with a competitive nature Confident, positive and a passion for retention and insurance Dynamic individual with high energy Intermediate computer skills DESIRABLE LLQP Experience working within the insurance industry Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures) Qualifications in coaching in a Retention/Sales environment. 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

Location: North York, CA

Posted Date: 10/4/2024