Unit Manager, Sales & Operations

Intact FC • Calgary, AB

23h • CA$80,700 - CA$98,700 • Hybrid

About The Position

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.

Requirements

• 3–5 years of P&C insurance experience (required)
• Proven ability to coach and develop others
• 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

Nice To Haves

• Leadership and management experience (a definite asset)

Responsibilities

• 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.

Benefits

• 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)
• 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%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed