Manager, Travel and Call Centre

Pacific Blue Cross; Burnaby; Hybrid; CAD 94,000 - 114,000; Full time

Benefits offered by this job

Hybrid work environment

Flexible working hours

Paid vacation starts at 4 weeks

Extended health, dental, life coverage

Defined Contribution pension plan (8%)

Onsite gym and wellness programs

Employee Assistance Program

Job summary

Pacific Blue Cross is seeking a permanent Level 2 or 3 General Insurance Licensed Manager, Travel and Call Centre to lead a ~16-person unionized team within the Individual Plans arm. This Hybrid role blends coaching, performance management and strategic direction, with a pay-for-performance structure and annual bonus eligibility.

You will shape team outcomes, drive customer service excellence, and contribute to growth initiatives in a dynamic market.

Qualifications

• Bachelor’s degree in Business, Economics, or related field.
• Level 2 General Insurance License valid in British Columbia.
• 5–8 years of related experience in sales, in a call center environment, or a related field.
• 3+ years of experience in a leadership position.
• Demonstrated leadership, customer service, consumer sales call centre, critical thinking and negotiation skills.

Responsibilities

• Lead, coach, and develop a team of travel insurance professionals to achieve sales, service, and performance goals.
• Drive revenue growth by identifying opportunities, analyzing trends, and implementing strategies that improve results.
• Foster a positive, high-performing culture and partner with stakeholders across departments to improve outcomes.

Skills

Leadership

Sales call centre

Customer service

Education

Bachelor’s degree in Business, Economics, or related discipline

Job description

We are searching for a permanent Level 2 or 3 General Insurance Licensed Manager, Travel and Call Centre to join our Individual Plans team.

This is an exciting opportunity to lead a high-performing team within one of Pacific Blue Cross's most important and growing business areas.

As Manager, Travel and Call Centre, you will have the autonomy to shape team performance, influence business results, and contribute to the future direction of the travel insurance business.

Leading a team of approximately 16 unionized employees, you will create an environment where people are motivated to succeed, continuously develop their skills, and deliver exceptional customer experiences.

Beyond day-to-day operations, you will play a key role in identifying opportunities for growth, improving performance through data-driven decision-making, and helping the business adapt to an evolving and competitive marketplace. This is an ideal opportunity for a leader who enjoys developing people, driving results, and expanding their strategic leadership capabilities.

If you have experience leading teams as a Travel Sales Manager, Sales Manager, Travel Insurance Manager, Financial Services Contact Centre Leader, or Broker with strong leadership experience, we want to hear from you.

Bring your leadership skills, your ability to coach and inspire others, and your drive to deliver results. This is your opportunity to step into a role where you can lead a high-performing team, influence business growth, and make a real impact every day.

Key Details

• Hybrid work Arrangement: 3 days in the office and 2 days work from home


• Office Location: 4250 Canada Way, Burnaby, BC V5G 4W6


• Classification: Exempt


• Salary Range: BC’s compensation program is built on a pay-for-performance philosophy, rewarding both individual and organizational achievements. The typical hiring range for this position is $94,000.00 - $114,000.00/Year per year, with the starting salary determined based on a combination of skills, education, experience, and internal equity. As part of our total rewards package, you’ll be eligible for our annual bonus program.

About Pacific Blue Cross

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

We offer an attractive compensation and benefits package. Our workplace culture values health and wellness, diversity and equality, continuing education, environmental sustainability and giving back to the community.

Perks

• Hybrid work environment - 3 days in the office and 2 days work from home depending on the needs of the department.


• Flexible working hours of 7.5 hours per day, Monday to Friday (i.e., 37.5 hours per week).


• Paid vacation starts at 4 weeks per year, and increases with years of service.


• Generous benefits, including extended health, dental, and life insurance; depending on the plan that you choose, these benefit premiums can be 100% paid by PBC.


• PBC contributes the equivalent of 8% of your base salary to a Defined Contribution pension plan. No employee contribution or matching is required, giving you more take-home pay.


• Retiree Benefits plan that is available to employees who have at least 10 years of service with PBC and have reached the age of 55.


• Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!


• Wellness initiatives and onsite amenities

Key Ways This Position Makes an Impact

In this role, you will lead, coach, and develop a team of travel insurance professionals to achieve sales, service, and performance goals. You will drive revenue growth by identifying opportunities, analyzing trends, and implementing strategies that improve results.

You will build a positive, high-performing culture where employees feel supported, engaged, and empowered to succeed. You will also partner with stakeholders across Individual Products, Claims, Customer Experience, Account Executives, and Broker Development to enhance both customer and business outcomes.

You will champion continuous improvement by strengthening processes, performance, and the overall customer experience. In addition, you will foster strong employee relations within a unionized environment and play a key role in shaping the future growth of an important business line while continuing to expand your strategic leadership impact.

Key Experiences You Bring To This Role

• Bachelor’s degree (or equivalent) with a major in Business, Economics, or an equivalent discipline including or supplemented by courses in leadership/supervision.


• Level 2 General Insurance License valid in British Columbia.


• 5 - 8 years of related experience in sales, in a call center environment, or a related field.


• 3+ years of experience in a leadership position.


• Demonstrated leadership, customer service, consumer sales call centre, critical thinking and negotiation skills.

If you’re excited about taking on this opportunity, we invite you to apply online today and start the conversation with us about this position.

While we thank all applicants for their interest, only short-listed candidates will be contacted.

Diversity, Equity, and Inclusion

PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender, sexual orientation, religion, ability, education level, parental status, or socioeconomic status. We are an equal opportunity employer and welcome applications from all qualified candidates.

To request an accommodation in completing this job application, testing, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail]. These accommodation requests will be reviewed confidentially and, on a case-by-case basis by Human Resources.