Team Manager Customer Care Insurance Advice Centre Jobs Vacancy in Rbc Mississauga
- Team Manager Customer Care Insurance Advice Centre
- Mississauga ON
- 08 Feb, 2018 30+ days ago
Rbc Mississauga urgently required following position for Team Manager Customer Care Insurance Advice Centre. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.
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Team Manager Customer Care Insurance Advice Centre Jobs Vacancy in Rbc Mississauga Jobs Details:
What is the opportunity?
The Team Manager, Customer Care is responsible for providing day to day operational support for the Customer Care team across Meadowvale and Place Ville Marie centres for Life, Home & Auto and Travel Insurance Advice Centres. The subject matter expert for complaint resolution, you will be responsible for providing leadership resulting in a reduction of customer irritants and an enhancement of the client experience for all lines of business (Home & Auto, Travel, Life). You will be accountable for ensuring a high level of employee capability and engagement through focused coaching and development routines, empowering your team to reach optimum proficiency. Fostering an environment focused on the Client Experience and collaborating with our internal business partners to find solutions for our clients will result in deepening the client relationship with balanced risk to RBC.
What will you do?
Manages and coaches to activities that enable effective call handling and optimize client availability as reflected in teams compliance results and use of other not ready and post call processing as it relates to the team meeting compliance requirement.
Acts as a centre of expertise and support for problem owners for the effective use of tools, techniques and root cause analysis to drive immediate improvement
Coaches to an advice driven approach to ensure understanding of client needs when providing service, encouraging collaboration with RBC partners as required
Identifies opportunities for customer care officers to take ownership and accountability of client problems at first point of contact, ensuring the escalation process is followed when necessary
Actively leads and coaches team on activities to contribute to the achievement of Client Survey goals and responds to feedback by developing and implementing action plans to close the gaps (focusing on call quality to differentiate the client experience where it matters most to the client)
What do you need to succeed?
2-4 years proven people management experience
Strong Leadership capabilities
Ability to manage difficult escalations through to resolution within deadlines
Must have the Other than Life (OTL) H&A provincial licenses
Flexibility to work across Advice Centre hours of operation; Monday – Friday between 8:00AM - 8:00PM, Saturdays 8:30 - 4:30PM
Fluently bilingual (French & English)
Life and/or travel experience is an asset
Call Centre experience is a strong asset
CIP Designation is an asset
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
Work in a dynamic, collaborative, progressive, and high-performing team
Management that supports your work and progression
Access to a variety of job opportunities across businesses and geographies
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com .
Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.
Address: 6880 Financial Drive Tower 1
Work Hours/Week: 37.5
Work Environment: Insurance Centre
Employment Type: Permanent
Career Level: People Manager
Pay Type: Salaried
Position Level: PL08
Required Travel(%): 0
People Manager: No
Application Deadline: 2018-02-16
Req ID: 156394