National Bank of Canada

Directeur principal du Centre contact clients (BB-206EA)

Found in: Talent CA

Description:
Senior Manager Client Contact Centre Are you a dynamic and inspiring leader who knows how to motivate your employees to excel? Do you truly care about customer service and want to make a positive IMPACT? Do you like having a diversity of responsibilities and successfully implementing ideas and projects from start to finish? Join the Insurance Client Contact Centre team where you will be responsible for a team of managers and employees who strive to effectively support clients with their various insurance needs while aiming to provide them with a superior client experience. You will be responsible for implementing a balanced approach to the combined needs of employees and clients while achieving performance targets. Being a CCC Senior Manager in the Insurance sector means soundly managing a team of around 70 employees, while creating a motivating and inspiring environment with a culture focused on customer service, an advisory approach, and the development of professional skills and competencies. With your management experience, people skills, passion for serving clients, ambitious and innovative spirit and agility, you'll be the ideal candidate. What will your day-to-day tasks be? Set up the actions required so that the whole team can offer clients an exceptional experience based on personalized advice and support for all their insurance needs Ensure operational quality and the achievement of financial and accessibility targets by ensuring adherence to regulatory standards, compliance requirements, and confidentiality policies Ensure maintenance of a performance culture centred on employee recognition Ensure your team members' succession and performance Follow up regularly and closely on the activities related to customer service, business development, and fostering client loyalty Be accessible, maintain ongoing communication with all employees, and involve and consult with employees to implement various changes Be responsible for ongoing skills development with support from coaches, managers, and the training team Support a team of managers throughout the entire management process Be responsible for developing the client approach and quality assurance methods in order to always be aligned with our clients' needs Ensure strong relationships and alignment with our SSRC business partners (Sales and Service, Remote Channels), Mastercard, etc. Identify solid strategies and relevant action plans to ensure the operational, tactical, and strategic management of the Client Contact Centre Bachelor's degree in a related field and 10 years of relevant experience or master's degree in a related field and 8 years of relevant experience Significant experience in managing a large customer service team Excellent knowledge of the business reality of client contact centres Knowledge of insurance products for Personal Banking clients Knowledge of the branch network, an asset Bilingualism, spoken and written (English and French) At National Bank, we stand out by investing in our employees throughout their careers—as demonstrated when we were awarded silver in the "Most Innovative use of HR Technology" category at the 2020 Canadian HR Awards for our use of Axonify, a personalized learning solution that can be used every day. The Bank has innovated by modernizing its performance evaluation system to better meet our clients’ evolving needs. From now on, the corporate values (expected behaviours) of partnership, agility and empowerment count as much as the business objectives. Working at National Bank means having access to competitive working conditions, a wide range of employee benefits, a dynamic work environment and telemedicine services. National Bank values all aspects of diversity and sees it as a tremendous source of wealth. We want to offer an open, respectful work environment where all employees can achieve their full potential. Senior management has made a concrete commitment to promote this value across all sectors of the organization. We're committed to providing accommodations as needed and ensuring accessibility during the recruitment process and after hiring. If you have any specific needs, please let us know during our initial conversation and we'll be happy to accommodate you. #LI-DL1 Job field: InsuranceJob Posting: Apr 5, 2021Unposting Date: Apr 19, 2021Work Postal Code: H3B2G7 Job Number: INS000C4

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location_on Montréal, Canada

work National Bank of Canada

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