Unit Manager, Sales & Operations

Intact; Calgary; Hybrid; CAD 81,000 - 99,000; Full time

Benefits offered by this job

Hybrid work model

Employee Share Purchase Plan (ESPP)

Bonus program up to double target

Pension plan

Additional paid time off

Job summary

Intact is seeking a Unit Manager, Operations for our Intact Agency team in Calgary, AB. This hybrid role leads a professional team and drives operational excellence in a fast-paced environment.

You will coach and develop staff, manage performance, and ensure service standards while aligning with company goals and budget. The role demands 3–5 years of P&C insurance experience and strong leadership and planning skills.

Qualifications

• 3–5 years of P&C insurance experience is required.
• Proven ability to coach and develop others.
• Leadership and management experience is an asset.
• Strong strategic planning skills and ability to identify optimization opportunities.
• Excellent communication and active listening skills.

Responsibilities

• Lead, coordinate and supervise the activities of the team, organizing resources within budget.
• Manage team performance per policies, ensuring training and customer experience standards.
• Oversee call/service quality and cost/productivity control.
• Ensure service quality and achievement of customer service centre objectives.
• Identify issues and propose improvements to service, operations, or risk management.

Skills

P&C insurance

People leadership

Strategic planning

Communication

Change management

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model
• Possibility to purchase up to 5 extra days off per year
• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary Range (but Not Limited To)

80,700 - 98,700

Annual Bonus Target, Based On The Base Salary, With a Potential Payout Of Up To Double The Target (subject To Personal And Company Performance)

12%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About The Role

We are looking for a Unit Manager, Operations for our Intact Agency team!

This hybrid position is based in our Calgary, AB (1200 321- 6th Ave.) office.

Work schedule:

35h/week, daytime shift

What You’ll Do Here

• Lead, coordinate and supervise the activities of the team by organizing, planning and controlling the optimal use of personal, material and financial resources according to the budget.
• Manage the performance of team employees according to company policies, ensuring continuous training and compliance with customer experience standards of the customer service centre.
• Manage the quality of phone service by ensuring cost and productivity control according to the objectives of the customer service centre.
• Ensure the quality of service offered to customers by regularly supervising team members according to standards in order to ensure the achievement of the objectives of the customer service centre.
• Identify issues, propose solutions, make change and recommend improvements on the quality of the service offered, the operations of the service centre, or the risk management in order to achieve the company objectives.
• Ensure the supervision of social media watch and the handling of customer requests in order to ensure a response or routing to the department concerned within the prescribed deadlines.
• Participate in multidisciplinary committees relating to special projects and digital initiatives in order to plan strategic elements, ensure smooth deployment, in addition to forecasting the impact of calls on the team and ensure that the process is optimized to control costs.

What You Bring To The Table

• 3–5 years of P&C insurance experience (required)
• Proven ability to coach and develop others
• Leadership and management experience (a definite asset)
• Strong strategic planning skills, global perspective, and ability to identify optimization opportunities
• A positive, inspiring, and visible floor leader who fosters an engaging work environment
• Ability to provide structure and demonstrate strong time-management skills
• Excellent communication and active listening skills
• Ability to manage change effectively
• Quick learner who collaborates well in a team and shares ideas
• Ability to analyze and interpret results

Hybrid

Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.