As a Director, Insurance, at the Client Experience Centre, you are responsible for leading and coaching teams dedicated to customer service and advisory centres for protection products (Loan Insurance, Securizone, APCC, and Travel Insurance). You ensure the delivery of an exceptional customer experience that meets regulatory standards while contributing to process optimization and business growth.
Your Role
• Supervise, coach, lead, and motivate a team of approximately 12 employees to achieve established objectives while enhancing service quality and customer retention
• Conduct performance evaluations to support the achievement of business goals
• As a leader, support your team in developing their skills by fostering collaboration, knowledge sharing, and career growth, while emphasizing proactivity and customer satisfaction
• Ensure compliance with internal procedures, processes, and guidelines, and take appropriate action when required
• Actively contribute to the transformation of the business sector by influencing projects, policies, and procedures to improve efficiency
• Identify and contribute to process improvement opportunities by turning feedback from your team and business partners into concrete actions
• Develop the business plan by considering market opportunities, competitive constraints, and operational challenges
• Engage, motivate, and guide your team by clearly communicating expectations related to the sector’s business plan to achieve objectives
• Build and maintain strong relationships with stakeholders to maximize the achievement of shared goals
• Actively participate in the recruitment process for members of your team
• Motivate and inspire your team by leveraging compensation programs and recognizing individual talent
• Foster collaboration among teams and partners to maximize business opportunities and grow insurance product penetration
• Develop and implement strategies to increase product penetration and support overall business objectives
Your Team
Within the Customer Experience Centre, you will be part of a team of approximately 25 colleagues and report to the Director. Our team is recognized for its strong collaboration, insurance expertise, and commitment to delivering outstanding service to clients.
We strive to offer you maximum flexibility to support your quality of life. This includes a hybrid work environment and a flexible schedule that can be adapted to your needs.
The Bank values continuous development and internal mobility. Our customized training programs, focused on experiential learning, will help you master your role and develop new areas of expertise. Resources such as the Data Academy, language training, the Harvard Learning Centre, as well as coaching and mentoring services, are available to you at all times.
Requirements
• Bachelor’s degree in a related field and 6 years of relevant experience, OR any other combination of education and experience deemed equivalent
• Experience managing employees (recruitment, performance management, and behavioural management)
• Experience in coaching and talent development
• Experience in business development and organizational transformation
• Strong change management and team engagement capabilities
• High emotional intelligence and resilience
• Strong operational risk management skills and the ability to develop innovative solutions
• Previous call centre experience is considered an asset
