About the Opportunity:
Our client is seeking an experienced Customer Operations Manager to lead a high-performing, bilingual operational team responsible for processing a high volume of time-sensitive customer transactions. This is a hands-on leadership role that combines operational management, people leadership, process improvement, and regulatory compliance.
The successful candidate will play a key role in improving operational efficiency, developing employees, enhancing customer service, and implementing scalable business processes while partnering with senior leadership to support organizational objectives.
Key Responsibilities:
- Provide overall leadership for the day-to-day operations of a high-volume transactional department, ensuring service levels, productivity, turnaround times, and quality standards are consistently achieved.
- Lead, coach, mentor, and develop a team through regular performance management, employee development, succession planning, onboarding, and recruitment activities.
- Establish clear performance expectations and monitor departmental KPIs, productivity metrics, service levels, quality indicators, and operational trends to drive continuous improvement.
- Allocate workloads, prioritize resources, and manage staffing levels to effectively respond to changing business volumes and operational priorities.
- Act as the department's subject matter expert, providing guidance on complex transactions, escalated customer situations, procedural exceptions, and operational decision-making.
- Identify process inefficiencies through workflow analysis and operational reporting, and lead initiatives focused on automation, technology adoption, process redesign, and continuous improvement.
- Develop, maintain, and standardize departmental procedures while ensuring employees receive ongoing training as business processes, products, and regulatory requirements evolve.
- Partner with cross-functional stakeholders to implement operational initiatives, improve service delivery, and support broader organizational objectives.
- Ensure compliance with corporate policies, insurance regulations, privacy legislation, internal quality standards, and customer complaint handling requirements.
- Maintain strong governance practices through quality reviews, audit readiness, documentation controls, and proactive identification and mitigation of operational risks.
- Prepare operational reports, analyze performance data, identify trends, and present recommendations that support informed business decisions.
- Foster a culture of accountability, collaboration, continuous improvement, employee engagement, and customer service excellence.
Qualifications:
- 5–7+ years of progressive leadership experience within high-volume operations, customer service, insurance, financial services, shared services, or similar transactional environments.
- Demonstrated success leading teams through coaching, performance management, workforce planning, and employee development.
- Strong experience managing operations using KPIs, service metrics, quality indicators, and productivity measures.
- Proven ability to lead operational improvement initiatives, including workflow optimization, process redesign, automation, or technology implementation.
- Excellent analytical, organizational, and problem-solving skills with exceptional attention to detail.
- Strong communication and stakeholder management skills with the ability to influence at all organizational levels.
- Intermediate to advanced Microsoft Office skills, particularly Excel.
- Experience within insurance, financial services, contact centres, or other regulated environments is considered an asset.
- Bilingual (English/French) is considered an asset.
Ideal Candidate:
This opportunity is well suited to an operational leader who enjoys improving processes, developing people, leveraging technology, and building high-performing teams. The successful candidate combines strong operational discipline with a continuous improvement mindset and is comfortable balancing strategic initiatives with hands-on leadership.
Benefits:
- Company events
- Dental care
- Employee assistance program
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Wellness program
Work Location: In person
