Manager, Client Care Shared Services

Position Title:Manager, Client Care Shared Services
Reports To:Individual Operations Vice President
Department: Client Care Centre
Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity:Equitable is growing! We are looking for a Manager, Client Care Shared Services to join our Client Care Centre team!
The Manager, Client Care Shared Services leads a team of Shared Services for the Equitable Contact Centres that includes Workforce Management, Training and Development/Coaching, Quality Assurance, Reporting and Data Analytics Continuous Improvement and Business/Process Design along with Knowledge Management.
Now is an exciting time to join one of the Waterloo Area's and Southwestern Ontario's Top Employers for 2024!

What you will be doing:

• Development and execution of the Workforce Management strategy

• Develop and maintain accurate forecasting models to predict volumes and staffing requirements
• Create optimized schedules that balance workload with available resources
• Monitor real-time adherence and compliance
• Work closely with line of business Client Care Centre leaders to understand changing demands and business drivers
• Reporting and analytics

• Development and execution of the Client Care Representative ("CCR") training and coaching programs and build the overall knowledge base strategy

• Develop and maintain training materials, manuals, and resources
• Assess training effectiveness and adjust as required
• Stay current with client service and industry trends

• Development of the business/process design programs and strategy

• Enhance processes, streamline workflows and identify opportunities to reduce CCR and client effort in partnership with cross function teams
• Develop and recommend an inclusive business process/knowledge management inventory and self-service portal
• Analyze call drivers
• Build work instructions, processing mapping, procedures, and process guides
• Business technical support and configuration of the new CCaaS

• Development and design of the audit/quality assurance program and strategy

• Make recommendations to Training and Development Leader for changes/improvements based on analysis of data
• Work closely with Member, Client and Advisor Experience areas on the Voice of the Customer and NPS survey process

• Development of the recruiting strategy
• Act as the key contact for the Client Care Centre Modernization technology and business initiatives
• Continuously monitor and adjust aspects of our CCR and clients through reporting, insights, and analytics

What you will bring:

• 5+ years experience of leading a service driven Client Care Centre or Shared Services operation through periods of significant growth or significant change ideally in a financial services or insurance industry
• Ability to lead, mentor and motivate cross functional teams with diverse roles to reach their full potential and deliver superior results by providing feedback, coaching and support
• Demonstrated strong communications skills, both written and verbal, to effectively convey information, instructions and expectations to staff, peers and senior leaders
• Proven ability to foster a continuous improvement, collaborative environment across various departmental teams sharing to share insights and gathering feedback to improve service quality and operational efficiency/excellence.
• Experience preparing and delivering presentations and reports to leadership team to convey strategy, plans, performance and areas of risk
• Ability to develop, monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions
• Strong risk management and exceptional analysis/decision making skills
• Strong knowledge of Client Care Centre Workforce Management, forecasting and capacity planning
• Strong knowledge of Training Development and Knowledge base best practices
• Strong knowledge of Audit/QA practices
• Superior interpersonal skills to manage relationships with internal and external clients.
• Listening and persuasion skills along with attention to detail and memory skills
• The ability to build strong relationships and foster teamwork and collaboration
• Excellent analysis, negotiation, problem solving and decision-making skills
• Superior knowledge leading the development, implementation and ongoing BAU improvements, workflows, procedures and process improvement

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company's pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite, full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

To learn more about Equitable, we encourage you to explore our organization.
At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.
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