Position Title: Manager, Client Care Centre
Reports To: Director, Client and Advisor Care
Department: Individual Contact Centre
Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is growing! If you thrive in a fast paced, high performing team, with lots of variety in your day, and have a passion for providing an exceptional client experience, then this is the career for you! We are looking for a Client Care Centre Manager to join our Individual Client Care Centre (CCC).

The Client Care Centre Manager is responsible for leading a team that delivers a client experience that sets the standard in the Insurance industry. They coach their team to deliver consistently great service in an effective and efficient way to our Individual Insurance Clients and Advisors through phone, email, and chat.

Now is an exciting time to join one of the Waterloo Area's and Southwestern Ontario's Top Employers for 2024, especially as a leader in our CCC as we are embarking on a transformation of our technology to an exciting and state of the art telephony platform which will further empower our team members to focus on providing exceptional service experiences.

What you will be doing:

• Provide leadership and direction to a team of Client Care Reps (CCRs)
• Be a role model and trusted resource in providing guidance, understanding, clarification and instruction to for your team
• Facilitate team development process by exploring future career plans with CCRs, recommending and supporting appropriate training opportunities, and special projects that help foster development, all with a focus on employee retention and engagement.
• Real time mentoring and coaching to ensure Client Care Representations are providing a superior Client Experience.
• Evaluate individual performance, identifying unique strengths and opportunities to improve each CCRs performance, helping them to achieve their individual and team goals
• Ownership of your team budget, including identifying resourcing needs to proactively address business growth and management of staff attrition
• Recruiting and onboarding new team members in close partnership with HR and Training teams
• Passion for problem solving and implementing continuous process improvements
• Participate in product development, system strategy and implementation of key projects
• In partnership with shared service Work Force Analysts, monitor incoming CCC demand to ensure objectives are met and shift resources if necessary.
• In partnership with the shared service Training and Development Leader, ensure engaging and effective training program is delivered to team members.
• Strong relationship with Distribution team to gain input on what is most important to our Clients and Advisors and to work through any Service Recovery needs

What you will bring:

• Post secondary education or equivalent combination of education and work experience
• Proven successful management of a team in a client care/contact centre environment
• Knowledge of client care/contact centre capacity management processes
• Superior interpersonal skills to manage relationships with internal and external clients.
• Organization, communication, analytical, interpersonal, motivational, and management skills are essential
• Listening and persuasion skills along with attention to detail and memory skills
• The ability to build strong relationships and foster teamwork and collaboration
• Excellent analysis, negotiation, problem solving and decision-making skills
• Superior knowledge of workflows and process improvement
• Good understanding of budget and budget management
• Excellent leadership, mentoring and coaching abilities

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company's pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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