Primary Locations: Montreal, Quebec

Attendance: Hybrid

A career in the Insurance sector at National Bank means working in a culture of collaboration with a diverse and dynamic team.

As Senior Manager, Client Contact Centre in the insurance sector, you will play a central role in the evolving client and employee experience. You will lead your teams toward a shared passion focused on customer service and an advisory approach offering clients a unique and agreeable experience.

With your motivating leadership style, you will create an inspiring work environment focused on professional development. You will be able to put your management and people skills to use along with your ambitious and innovative spirit, agility, and passion for serving clients.

Your role

• Help to define and implement an exceptional client experience throughout the client protection lifecycle, and work closely with the Underwriting and Claims teams, among others
• Optimize operational quality, efficiency, accessibility, and team productivity and profitability by fostering a culture of continuous improvement in a changing environment
• Regularly and rigorously follow up on activities related to customer service, client loyalty, and business development, specifically by ensuring adherence to regulatory standards, compliance, and confidentiality policies
• Help implement a culture of learning and knowledge acquisition to enhance expertise, expand competencies, and adopt industry best practices
• Help develop and implement a professional development process within the teams, while making sure employees are engaged and motivated to support and assist our clients
• Mobilize and support the CCC management team
• Support the CCC teams with the upcoming digital shift
• Ensure solid relationships and alignment with our various business partners at the Bank, including the Customer Experience Centre, Cards and Payments, and Human Resources

Reporting to the Senior Manager, Client Experience, you will have 4 managers and 3 advisors in Financial Security as direct reports, and about 50 service agents in the Client Contact Centre. You are dynamic and your inspiring, and motivating leadership style will ensure that your team offers an uncompromising experience to clients that meets their expectations.

Required skills

• Bachelor’s or master’s degree in a related field or other equivalent degree and 7 to 10 years of experience
• Significant experience in managing a customer service team
• Experience improving processes and implementing change
• Unifying leadership style
• Strong communication and interpersonal skills

Desired skills:

• Knowledge of the business reality of client contact centres
• Knowledge of insurance products for Personal Banking clients
• Knowledge of the branch network, an asset

Your benefits:

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Initiatives promoting community involvement
• Telemedicine service
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first :

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.

We welcome all candidates! What can you bring to our team?