Member Services and Opérations Support Manager

Desjardins; Quebec; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

4 weeks flexible vacation

Defined benefit pension plan

Group insurance with telemedicine

Health and wellness expense reimburse

Job summary

Desjardins is seeking a member services and operations support manager to lead a department focused on selling products and services and providing sales support to teams. This role requires strategic planning, performance oversight, and talent development to deliver superior member and client experiences on site in Canada.

You will build relationships, monitor results, and drive profitable service offerings while upholding the cooperative values and Desjardins brand in the community.

Qualifications

• Bachelor's degree in a related field is required.
• Minimum of four years of relevant experience.
• Knowledge of French is required.
• Combination of qualifications and relevant experience may be considered.

Responsibilities

• Support the supervisor by helping to develop business strategies aligned with Desjardins’ priorities.
• Ensure the quality of services and manage member/client experience.
• Implement and monitor the action plan to achieve target results.
• Lead, coach and motivate the team to develop skills, boost engagement and empower employees.
• Develop a competitive, profitable service offer for your sector with partnerships across units.
• Ensure efficiency and continuous process improvement to boost profitability.
• Promote the Desjardins brand and community roots.
• Uphold Desjardins’ cooperative values.

Skills

Action oriented

Customer focus

Decision quality

Develops talent

Team leadership

Change management

Engagement

Nimble learning

Work processes

Education

Bachelor's degree in a related field

Job description

The work mode arrangement for the position is full-time on site.

As a member services and opérations support manager, you support Desjardins’s strategic priorities by leading your department, tapping into the full market potential and meeting the needs and expectations of members and clients. You are responsible for the strategic and operational management of a team dedicated to selling products and services and/or providing comprehensive sales support to sales teams. You help build and maintain long-term business relationships with clients and members in your line of business. You draw up and monitor a business plan that addresses priorities, challenges and objectives. You ensure unit performance, and sound and prudent risk management in accordance with standards. You follow up on results. You draw on your ability to make quality decisions and drive results to effectively manage your department’s employees and performance. You manage a team dedicated to members and clients. You oversee employees’ skills development and maintain high-quality service. The ability to build effective teams and develop talent is therefore essential. You serve as coach for your team members and provide and specific recommendations that take the needs of members and clients into account. The work associated with your unit requires extensive knowledge of the organization and your line of business. More specifically, you will be required to:

• Support your immediate supervisor by helping to develop business strategies in line with Desjardins’s strategic priorities and the unit’s challenges.
• Ensure the quality of services and business relationships, and manage the member/client experience.
• Implement and monitor the action plan to achieve target results.
• Put in place management and communication practices that promote talent acquisition and management, team synergy and change management, in keeping with Desjardins’s values. Lead, coach and motivate the team to develop skills, boost engagement and empower employees.
• Implement and develop a competitive, profitable service offer for your sector that incorporates partnerships with other components in order to provide an exceptional member/client experience.
• Ensure the efficiency and continuous improvement of processes, and boost profitability.
• Promote the Desjardins brand and strengthen the organization’s roots in the community.
• Uphold Desjardins’s cooperative values.

Action oriented, Customer Focus, Decision quality, Develops talent, Differences, Drive results, Engagement, Nimble learning, Work processes

Equity, Diversity, Inclusion and Accessibility

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Trade Union (If applicable)

Job Family

Management (FG)

What we offer*

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

#LI-Onsite

What you bring to the table

• Bachelor's degree in a related field
• A minimum of four years of relevant experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Knowledge of French is required