Section Manager - Québec, Canada - Desjardins
Description
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.Job Level
CL-04
Your role involves using your ability to make quality decisions and optimize work processes to manage a portion of a subset of sales and operations activities.
With an ability to develop talent and drive results, you are able to effectively manage people and performance, produce reports and ensure member/client satisfaction.
General Information on the Position
Main responsisbilities- Draft, implement and track the administrative unit's action plan in line with the organization's strategic orientations; the plan will be integrated with those of the other administrative units from a performance management standpoint- Set up management and communication practices that encourage change management, talent attraction and retention, skills development, mobilization and diversity, consistent with the organization's values.
Specific responsibilities- Manage claims adjusters from the Customer Contact Centre, both operationally and at the HR level, distributing the workload evenly and setting personal expectations for each employee while managing the performances of resources under their responsibility- Oversee the quality of projects assigned to employees and analyze projects that are problematic and/or complex, including speaking with clients to decide how those projects should be handled- Build a team, taking part in recruiting new resources and developing their skills, guiding them along their career paths within the company- Provide coaching for the unit's resources on work organization and/or the quality of customer service, using available tools such as the computerized listening/coaching system, in order to help them make progress and develop their skills- Use participatory management techniques to mobilize the team, taking into account the fact that some employees work remotely and there are a number of sites.
Challenges and priority issues- Settling claims files in order to maintain the desired level of client experience, controlling indemnity and settlement costs- Making sure employees follow the company's directives, policies, tools and practices to maintain consistency- Managing change and performance in accordance with expectations while maintaining a healthy and stimulating environment.- Able to question approaches in line with the desired direction of change; clarify and simplify employee work processes- Demonstrate strong change management skills in the creation of meaning in order to communicate changes in a positive, motivating way- Act as team coach and emphasize personalized contact in relations with employees- Results-driven and action-oriented, demonstrating a determined and efficient approach to job responsibilities- Accountable for the productivity and performance targets assigned and for reporting- Strong skills in managing, training and supporting human resources in a stimulating environment where both the corporate and customer service goals of the Customer Contact Centre can be met- Ability to give feedback and acknowledge contributions.
Qualifications:
- Bachelor of Business Administration
- At least six years of experience in damage insurance claims in a Customer Contact Centre, including at least two years in management
- Experience as a property insurance claims adjuster
- Experience in management and coaching (a major asset)
Specific knowledge
Upper intermediate knowledge of English due to the nature of the duties or work tools or because the position involves interactions with (language)-speaking partners, members and/or clients (an important asset)
Desjardins Cross-sector skills
Action oriented, Customer Focus, Differences, Engagement, Nimble learning
Key competencies for the job
Communicates effectively, Decision quality, Develops talent, Drive results, Ensures accountability, Interpersonal Savvy, Plans and aligns, Vision and purpose
Work Location
6777, boul. Guillaume-Couture L
More jobs from Desjardins
-
Conseiller(ère) - Finances Personnelles
Montréal, Canada - 3 weeks ago
-
Conseiller ou conseillère, Finances personnelles
Montreal, Canada - 3 weeks ago
-
Claims Advisor
Gatineau, Canada - 3 weeks ago
-
Conseiller(ère) - Finances Personnelles
Montréal, Canada - 4 days ago
-
Analyste, Valorisation de La Donnée
Québec, Canada - 1 day ago
-
Agent(E) - Accueil Aux Membres
Mirabel, Canada - 2 weeks ago