Supervisor, Client Contact Centre

Co-operators General Insurance Company; Laval (administrative region); Hybrid; CAD 72,847 - 121,411; Full time

Benefits offered by this job

Training and development

Flexible work options

Well-being programs

Volunteer days

Total rewards package

Job summary

Co-operators General Insurance Company (CGIC) in Laval seeks a Supervisor for the Client Contact Center to lead client service and sales within a hybrid, full-time role. Bilingual English/French proficiency is required to support majority anglophone and francophone clients.

You will coach team members, drive performance, and partner with management to implement efficient workflows and ensure compliance with policies and industry standards.

Qualifications

• Experience in client service and sales within insurance or related field.
• Strong knowledge of insurance products, processes, and best practices.
• Fluent in English and French for servicing and communication with diverse clients.

Responsibilities

• Provide leadership to the Client Contact Center team, focusing on client service delivery and sales growth.
• Manage performance, development, and recruitment to build an agile, high-performing team.
• Collaborate with management to ensure operational results, change management, and adherence to policies and regulations.

Skills

Client service

Sales

Bilingual English/French

Education

General Insurance Licence

Commercial Insurance Licence or CIP

Job description

Company: CGIC
Department: QUEBEC Region
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office / week)
Language: Bilingualism in English and French is required.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Distribution team aspires to be the leader in client engagement among Canadian Insurers. We strive to provide a seamless and personalized client experience. Our knowledgeable and trusted team is committed to delivering financial services solutions to meet our clients' unique needs.

As the Supervisor, Client Contact Center you will provide leadership to a team responsible for client service and sales. You will manage team members’ performance and development emphasizing on client service delivery, business development and organizational growth and you will work with the management team to ensure operational results are achieved, change is managed, and benefits are realized.

How you will create impact:

• Building and maintaining effective relationships, establishing rapport with business partners, and increasing opportunities to develop corporate trust and reputation.
• Implementing and evaluating workflows, processes and procedures, identifying and initiating process improvements and supporting staff in understanding and maintaining commitment to the change process.
• Fostering a client-centric environment including addressing business processes and outcomes that impact the client and ensuring ethical behaviour and compliance with corporate policies, industry standards and legal regulations.
• Ensuring client and profitability growth by contributing to the achievement of overall sales and goals for the team’s line of business and participating in strategies to grow the business in the community.
• Coaching and developing your team, recruiting and selecting talent, recognizing achievements, and managing performance, to develop an agile team and achieve department objectives.

To join our team:

• You have two years of experience in client service and sales within the insurance industry or a related field.
• You have completed post-secondary education.
• You hold a General Insurance Licence and holding a Commercial Insurance Licence or the Chartered Insurance Professional (CIP) designation is an asset.
• You meet all the provincial licensing requirements in accordance with continuing education to obtain and maintain all licences.
• You have strong understanding of client service, quality and productivity goals, and multi-channel services and sales models including expert knowledge of products and best practices within the insurance industry.
• Proficiency in both English and French is essential to the main duties in this role, including servicing and communicating primarily with majority anglophone and francophone clients, groups, and teams. The essential non-French duties are not assignable to adjacent or other team members.

How you will succeed:

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• You foster innovation and continuous improvement with a focus on client experience.
• You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.
• You successfully convey messages and demonstrate openness to exploring alternative points of view.
• You use critical thinking to guide decision making and apply a strategic mindset to adjust business plans based on shifting priorities. (applies to grades 10-11/M2-M3 only)

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Expected salary range $72,847 to $121,411

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.