Manager, Customer Care-Petline-Secondment

Petline is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering. We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here. What can you expect from this role?

• Inspire, develop, engage and support a high performance team to integrate service and selling strategies that drive business growth, retention and service excellence
• Participate in setting Customer Care Centre strategies and lead on development and implementation of tactical plans

Management

• Develop a high performance team through employee development, performance management, coaching and team effectiveness
• Lead on the implementation of operational plans and facilitate cross-team collaboration
• Lead the implementation of process and service improvements and develop training and staff procedural guides

Business Operations

• Manage service calling programs, including outbound initiatives, to improve overall customer experience and client retention and meet corporate annualized cancellation rates
• Manage and grow online services
• Ensure compliance with provincial and federal regulations

Business Planning

• Participate with the AVP, Petline Operations in establishing annual budgets, goals, strategies and operational plans to achieve customer-focused metrics
• Analyze results, devise coaching strategies and revise tactical plans to meet goals
• Participate in the development of Customer Care Centre policies and processes

Customer Service

• Support, respond to and resolve escalated customer concerns

What you bring to the role?

• General Insurance License Level 1 (Level 2 or higher is an asset)
• Post-secondary education in Business Administration, Commerce, Marketing or related field (or equivalent combination of education and experience)
• 5+ years of experience leading a team in a contact center environment
• Bilingual language skills (English and French) would be an asset (to support market growth in Quebec)

High degree of proficiency with English is required to service customers, both internal to the company and external, across Canada. Salary Range: $77,100 - $142,000 Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. We also take potential into consideration. If you don't have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter. Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]. Background checks This role requires successful clearance of a background check (including criminal checks and leadership references).