City : Mississauga, Ontario

Category : Sales & Customer Service

Industry : Insurance

Employer : Intact Financial Corporation

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 Director, Operations, to join our growing team!

What you'll do:

• Direct the call centre activities related to sales, customer service and operational support by planning and managing human, financial and material resources and ensuring they are used optimally.
• Participate in the establishment of the company's sales objectives, develop and implement strategies to achieve them.
• Establish and control the expenses and annual budgets of the call centre by planning each component of the latter considering the resources necessary to achieve the objectives set.
• Analyze various results obtained by the call centre, recommend the corrective measures required and ensure that they are applied in order to achieve the objectives of the company.
• Ensure the training, development and succession of call centre personnel by determining the resources required to ensure good performance and, thus, contribute to the achievement of company objectives.
• Ensure customer satisfaction by setting up and managing programs that promote the achievement of company objectives.
• Initiate and lead action plans with the objective of growing our portfolio through outbound and inbound calls.
• Implement strategies that support growth behaviours through coaching and feedback to achieve unit and bonus growth.
• Ensure that the quality of risks underwritten in new business as well as in modification is good in order to maintain an acceptable level of profitability.
• Proactively analyze the results in order to take the necessary actions.
• Initiate and lead action plans with the objective of retention via midterm changes as well as renewal transactions.
• Implement strategies and provide feedback to improve NPS results and the given customer experience.
• Manage, communicate and inspire our teams in order to create a successful and committed team.

What you need:

• 5+ years of management experience within the insurance or finance industry.
• Experience in directing Managers of Managers is required.
• Experience in managing large teams is an asset.
• Business transformation capabilities.
• Strong program/project management and governance with change management and execution of plans.
• Strength in understanding data and building business cases; influence and execute on projects and see through to outcome.
• Can establish strategic direction and guide its execution.
• Good ability to build relationships based on trust and collaboration.
• Excellent ability to collaborate with and influence different groups.
• Strong leadership and great ability to generate commitment from his team.

#LI-Hybrid

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.

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact or belairdirect, please apply for this role on Contact People.