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Job Description:

OVERALL PURPOSE:

The Operations Manager provides leadership, direction and decision making in a high volume, fast paced, front line client service environment.  They will ensure delivery of consistent quality customer service experience for our Group Benefits Ops members, and providers who contact the Client Care Centre by ensuring the Client Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the CCC’s performance targets.  The delivery of service requires a strong execution of our management operating system, which is essential in our highly structured and fast paced work environment.  The Manager reports to the Head of Contact Centers and is responsible for the direct management of teams to deliver a consistent customer service experience, delivering on all key performance metrics.

SPECIFIC ACCOUNTABILITIES:

Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluationCommunicate effectively to ensure consistent experience for the representatives and membersInteract directly with members, as requiredManage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basisAnalyze metrics and ensure Supervisors are taking appropriate and timely actionUnderstand and deliver on all key performance metrics virtuallyUnderstand and deliver on key financial objectivesEnsure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business resultsProvide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for successChampioning the coaching modelFoster a work environment that values the people and encourages participation, creativity, learning and accountabilityResponsible for employee recruitment to meet business objectivesEnsure team adopts and sustains changeIdentify opportunities for process and system improvementsCommunicate openly with team ensuring messages and initiatives are clearly understoodSupport and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophiesPartner with other areas to promote understanding and knowledge exchange between business units

QUALIFICATIONS AND COMPETENCIES REQUIRED:

Proven Client Service SkillsResults oriented and with proven leadership capabilityAbility to influence change through positive motivationAbility to build consensus with a decision-making processCapable of working in a structured and tactical management operating systemStrong coaching, leading and performance management skillsAble to build sustainable processes and identify continuous improvement opportunitiesCapable of building supportable business cases to justify change based on logic and understandingExcellent Change Management skillsStrong communication skills (verbal and written)Strong team player / team building skillsStrong organizational and decision-making skills

Assets:

Understanding of Six Sigma and/or Lean environmentExperienced in leading client experience-based processes on CSAT and NPSHighly skilled with MS Excel/Word and PowerPointExperience in transitioning new processes will be an advantage

GENERAL CRITERIA FOR INTERNAL JOB APPLICATION:

Rating Criteria: The last annual performance rating should be Strong Contribution or higher
Tenure Criteria: Applicants should have at least two (2) years tenure in their current role with the basic GB skills.
Job Grade Criteria: Band 5B, 6A and 6B

Additional Criteria/ Information

Performance Rating of 3 or higher during the 2024 Annual Performance ReviewMinimum monthly average rating of 3 for the period of October 2023 - current 2024Not on active corrective action/Performance Improvement Plan and/or pending administrative case during/ within 3 months of the roll out of the IJP result.Excellent track record on reliability. Average < 3% reliability for the last 6 monthsFor 5B it’s a vertical movement, while for 6A and 6B it remains a lateral movement. For the vertical movement to 6A – min. 12 months should be as a 5B.Min. Eligible band is 5B at the time of IJP Application.Short listed Applicants who meet the eligibility criteria will be interviewed by an interview panel. 2nd stage will be with Operations Director and/on Head of Operations. Details on this matter shall be discussed before the interview.It is understood that all successful applicants shall follow the Canadian holiday and schedule.Must be Work From Home enabled, and with stable internet connection (at least 25mbps) Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc.

Job Category:

Call Centre

Posting End Date:

29/09/2025