Job Description

Description

What we do every day to be our very best

Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We're agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.

Who we need

The

Manager, Customer Service

will be accountable for leading the Customer Service Team that supports bank partners, Affinity & Association, and retail customers. You will be responsible for driving individual and team performance as well as producing associated reports for consumption up to the executive level. In addition to delivering top-tier results within their department, you will be looked upon to expertly represent the Customer Service Team when liaising with internal and external key contacts and participating in areas including but not limited to business analysis, quality assurance and continuous training.

What you will do

Lead and coach your team

to deliver memorable customer experiences that reflect our brand values;

Foster subject matter expertise

across the team to enhance performance and customer satisfaction;

Manage escalated issues with confidence

, applying sound judgment to create win-win outcomes;

Monitor performance metrics

and conduct tailored one-on-one coaching sessions;

Design and execute individual development

plans that support team growth;

Drive engagement through team-building

initiatives and regular huddles;

Ensure workforce efficiency

by aligning schedules, breaks, and activities with business needs;

Consistently achieve or exceed key performance indicators (KPIs)

, including sales and retention;

Report on performance results

regularly to senior leadership and other stakeholders;

Champion diversity, equity, and inclusion

through leadership and team empowerment.

What you will bring

The education.

A post-secondary diploma or degree, or an equivalent combination of education and experience.

The experience.

Minimum 2 years of leadership experience, ideally in a call centre environment. Solid grasp of call centre operations and best practices. Experience with quality assurance (e.g., reviewing call recordings and written communications). Proven track record in coaching, team development, and driving results. Comfortable presenting and speaking in front of diverse audiences. Project management experience is an asset.

The core competencies.

Strong command of Microsoft Office tools and ability to quickly learn telephony software. Autonomous, results-driven, and resilient in a dynamic work setting. Exceptional communication skills, both written and verbal. Creative problem-solver with the confidence to take initiative. Outstanding time management, planning, and organizational skills. Capable of influencing without authority in cross-functional settings.

Why join?

When you're a part of Securian Canada, you're a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture - so that together, we can discover the art of possible.

At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.

You'll also be part of a team that's committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be - both in, and outside, work.

Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:

Flexible work arrangements

with monthly financial allocations to support your work-life balance;

Generous

starting

paid vacation time

, plus additional vacation days for every year of service; Paid

volunteer day

so you can dedicate time to a cause you are passionate about; Paid

personal

and

wellness days

to support your total wellbeing; Educational assistance of

up to $3,500

a year (with approval from your manager); Flexible

health

and

wellness account

(in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;

Up to 14%

of combined contributions to the

RRSP matching

program;

Family-friendly

maternity/parental leave and, Many more benefits, perks and programs.
If you have at least 70% of the qualifications we're looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures - we want to hear from you!

Take the first step in building your future with Securian Canada. Apply now.

Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact careers@securiancanada.ca for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada/Canadian Premier Life Insurance Company policies.

About Securian Canada

Who we are - and who we're here for

We're here for all Canadians and their families - however they define family. Our practical, life-ready insurance and protection solutions are designed to help provide financial security, so that Canadians can spend more time making every moment count.

For more than 65 years, we've been giving Canadians the confidence to face life's uncertainties. With offices in Toronto, Montreal, Burnaby, Waterloo and Winnipeg, Securian Canada brings together strong local roots and expertise, a North American footprint, and a global perspective - all while innovating at the speed the markets we serve expect.

Together with our U.S. parent company, Securian Financial, we are a leading insurance provider in the Canadian Financial Institution and Association & Affinity markets. We offer insurance solutions built with genuine care - providing specialized experiences to those we serve.

What we do every day to be our very best

Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We're agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.