Section Manager, Member and Client Relations CRC

Desjardins • Aurora, CO

4d

About The Position

Temporary position for 12 months In the Property & Casualty (P&C) Member and Client Relations Division, our priority is simple: we do what’s best for our members and clients. The Section Manager, Member and Client Relations CRC (SM CRC) plays a key role in making that happen by leading a team of Distribution Agents who deliver exceptional service every day. We’re looking for people-focused, performance-driven leaders who are passionate about providing trusted advice and genuine care. As an SM CRC, you’ll coach, develop, and empower your team to meet operational goals while fostering a positive, inclusive, and engaged work environment. This role is perfect for someone who demonstrates strong leadership behaviors and consistent performance in their current role, supported by experience mentoring or coaching peers and new team members. The successful candidate will bring excellent communication, relationship-building, and problem-solving skills, along with a solid understanding of call center operations and the ability to use performance data and quality metrics to create outstanding client experiences. More specifically, you will be required to: Support agents in delivering knowledgeable, caring, and advice-focused experiences that always prioritize doing what’s best for members and clients. Stay connected to member and client needs by reviewing Net Promoter Score (NPS) feedback, analyzing insights, and using them to improve service. Provide ongoing coaching, feedback, and development planning to help agents grow, improve performance, and feel supported. Lead huddles, team meetings, and one-on-one sessions to keep communication clear, drive engagement, and encourage continuous improvement. Build a culture of accountability and growth by setting clear expectations and consistently following through on commitments. Oversee daily workflow, staffing, and service goals while using performance data to identify trends and create coaching opportunities. Collaborate with peers and business partners to solve challenges, support change initiatives, and ensure alignment on shared goals. Ensure compliance with organizational, regulatory, and privacy standards by addressing issues promptly, escalating risks when needed, and maintaining confidentiality.

Requirements

• Bachelor’s degree in a related field
• A minimum of five years of relevant experience including one year of management experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Expert proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English speaking partners, members and/or clients
• Action oriented
• Customer Focus
• Decision quality
• Develops talent
• Differences
• Drive results
• Engagement
• Nimble learning
• Work processes

Nice To Haves

• Property & Casualty insurance experience
• Experience in a management, coaching, mentoring, or leadership role

Responsibilities

• Support agents in delivering knowledgeable, caring, and advice-focused experiences that always prioritize doing what’s best for members and clients.
• Stay connected to member and client needs by reviewing Net Promoter Score (NPS) feedback, analyzing insights, and using them to improve service.
• Provide ongoing coaching, feedback, and development planning to help agents grow, improve performance, and feel supported.
• Lead huddles, team meetings, and one-on-one sessions to keep communication clear, drive engagement, and encourage continuous improvement.
• Build a culture of accountability and growth by setting clear expectations and consistently following through on commitments.
• Oversee daily workflow, staffing, and service goals while using performance data to identify trends and create coaching opportunities.
• Collaborate with peers and business partners to solve challenges, support change initiatives, and ensure alignment on shared goals.
• Ensure compliance with organizational, regulatory, and privacy standards by addressing issues promptly, escalating risks when needed, and maintaining confidentiality.

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment
• Benefits apply based on eligibility criteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees