Manager, Customer Service
Securian Canada
Date: 9 hours ago
City: Montreal, Quebec
Contract type: Full time
Department: Customer Service
Location: Montreal, QC
Description
What we do every day to be our very best
Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.
Who We Need
The Manager, Customer Service will be accountable for leading the Customer Service Team that supports bank partners, Affinity & Association, and retail customers. You will be responsible for driving individual and team performance as well as producing associated reports for consumption up to the executive level. In addition to delivering top-tier results within their department, you will be looked upon to expertly represent the Customer Service Team when liaising with internal and external key contacts and participating in areas including but not limited to business analysis, quality assurance and continuous training.
What You Will Do
When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture – so that together, we can discover the art of possible.
At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.
You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be – both in, and outside, work.
Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:
Take the first step in building your future with Securian Canada. Apply now.
Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact [email protected] for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada/Canadian Premier Life Insurance Company policies.
Location: Montreal, QC
Description
What we do every day to be our very best
Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.
Who We Need
The Manager, Customer Service will be accountable for leading the Customer Service Team that supports bank partners, Affinity & Association, and retail customers. You will be responsible for driving individual and team performance as well as producing associated reports for consumption up to the executive level. In addition to delivering top-tier results within their department, you will be looked upon to expertly represent the Customer Service Team when liaising with internal and external key contacts and participating in areas including but not limited to business analysis, quality assurance and continuous training.
What You Will Do
- Lead and coach your team to deliver memorable customer experiences that reflect our brand values;
- Foster subject matter expertise across the team to enhance performance and customer satisfaction;
- Manage escalated issues with confidence, applying sound judgment to create win-win outcomes;
- Monitor performance metrics and conduct tailored one-on-one coaching sessions;
- Design and execute individual development plans that support team growth;
- Drive engagement through team-building initiatives and regular huddles;
- Ensure workforce efficiency by aligning schedules, breaks, and activities with business needs;
- Consistently achieve or exceed key performance indicators (KPIs), including sales and retention;
- Report on performance results regularly to senior leadership and other stakeholders;
- Champion diversity, equity, and inclusion through leadership and team empowerment.
- The education. A post-secondary diploma or degree, or an equivalent combination of education and experience.
- The experience. Minimum 2 years of leadership experience, ideally in a call centre environment. Solid grasp of call centre operations and best practices. Experience with quality assurance (e.g., reviewing call recordings and written communications). Proven track record in coaching, team development, and driving results. Comfortable presenting and speaking in front of diverse audiences. Project management experience is an asset.
- The core competencies. Strong command of Microsoft Office tools and ability to quickly learn telephony software. Autonomous, results-driven, and resilient in a dynamic work setting. Exceptional communication skills, both written and verbal. Creative problem-solver with the confidence to take initiative. Outstanding time management, planning, and organizational skills. Capable of influencing without authority in cross-functional settings.
When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture – so that together, we can discover the art of possible.
At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.
You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be – both in, and outside, work.
Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:
- Flexible work arrangements with monthly financial allocations to support your work-life balance;
- Generous starting paid vacation time, plus additional vacation days for every year of service;
- Paid volunteer day so you can dedicate time to a cause you are passionate about;
- Paid personal and wellness days to support your total wellbeing;
- Educational assistance of up to $3,500 a year (with approval from your manager);
- Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
- Up to 14% of combined contributions to the RRSP matching program;
- Family-friendly maternity/parental leave and,
- Many more benefits, perks and programs.
Take the first step in building your future with Securian Canada. Apply now.
Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact [email protected] for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada/Canadian Premier Life Insurance Company policies.
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