Section Manager, Member and Client Relations CRC

About the position

The Section Manager, Member and Client Relations CRC (“SM CRC”) manages and leads a team of Distribution agents to ensure its on-going operations are performed effectively and efficiently in the best interests of our members and clients. The SM CRC provides tactical guidance and technical expertise while anticipating and fulfilling the needs of the CRC, including driving member and client loyalty, meeting service level objectives, engaging employees, achieving operational targets, and developing and coaching team members to be expert, caring, and autonomous advisors.

Responsibilities

• Spend time in proximity with your team in value added operational activities that reflect our priority to always do what’s best for our members and clients
• Stay connected to our members and clients via Net Promoter System (NPS) activities and reports to help drive client experience and loyalty
• Support and develop your employees’ expertise and autonomy in their daily tasks and behaviours by coaching, mentoring, training, and motivating them
• Put yourself in continuous action with respect to employee engagement while balancing the needs of our members and clients
• Optimize your team’s interactions with our members and clients by focusing on your team’s individual time management and availability to our members and clients (including managing attendance and punctuality)
• Ensure your team offers relevant products to answer the needs of our members and clients and deploy solutions regarding specific auto and property products, services, policies, and procedures
• Build strong relationship with peers and business partners along with promoting the division’s recognition and appreciation practices
• Maintain the highest levels of confidentiality when dealing with client information and sensitive employee issues

Requirements

• Bachelor’s degree in related field
• A minimum of five years of relevant experience including one year experience in a management role
• Property & Casualty insurance experience
• Experience in a management, coaching, mentoring, or leadership role
• Chartered Insurance Professional (CIP) designation (completed or in progress)
• Provincial Property & Casualty license
• 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

Nice-to-haves

• Action oriented
• Customer Focus
• Decision quality
• Develops talent
• Differences
• Drive results
• Engagement
• Nimble learning
• Work processes

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