You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description: OVERALL PURPOSE: The Operations Manager provides leadership, direction and decision making in a high volume, fast paced, front line client service environment. They will ensure delivery of consistent quality customer service experience for our Group Benefits Ops members, and providers who contact the Client Care Centre by ensuring the Client Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the CCC's performance targets. The delivery of service requires a strong execution of our management operating system, which is essential in our highly structured and fast paced work environment. The Manager reports to the Head of Contact Centers and is responsible for the direct management of teams to deliver a consistent customer service experience, delivering on all key performance metrics. SPECIFIC ACCOUNTABILITIES: Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluation Communicate effectively to ensure consistent experience for the representatives and members Interact directly with members, as required Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis Analyze metrics and ensure Supervisors are taking appropriate and timely action Understand and deliver on all key performance metrics virtually Understand and deliver on key financial objectives Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results Provide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for success Championing the coaching model Foster a work environment that values the people and encourages participation, creativity, learning and accountability Responsible for employee recruitment to meet business objectives Ensure team adopts and sustains change Identify opportunities for process and system improvements Communicate openly with team ensuring messages and initiatives are clearly understood Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies Partner with other areas to promote understanding and knowledge exchange between business units QUALIFICATIONS AND COMPETENCIES REQUIRED: Proven Client Service Skills Results oriented and with proven leadership capability Ability to influence change through positive motivation Ability to build consensus with a decision-making process Capable of working in a structured and tactical management operating system Strong coaching, leading and performance management skills Able to build sustainable processes and identify continuous improvement opportunities Capable of building supportable business cases to justify change based on logic and understanding Excellent Change Management skills Strong communication skills (verbal and written) Strong team player / team building skills Strong organizational and decision-making skills Assets: Understanding of Six Sigma and/or Lean environment Experienced in leading client experience-based processes on CSAT and NPS Highly skilled with MS Excel/Word and PowerPoint Experience in transitioning new processes will be an advantage GENERAL CRITERIA FOR INTERNAL JOB APPLICATION: Rating Criteria: The last annual performance rating should be Strong Contribution or higher Tenure Criteria: Applicants should have at least two (2) years tenure in their current role with the basic GB skills. Job Grade Criteria: Band 5B, 6A and 6B Additional Criteria/ Information Performance Rating of 3 or higher during the 2024 Annual Performance Review Minimum monthly average rating of 3 for the period of October 2023 - current 2024 Not on active corrective action/Performance Improvement Plan and/or pending administrative case during/ within 3 months of the roll out of the IJP result. Excellent track record on reliability. Average 3% reliability for the last 6 months For 5B it's a vertical movement, while for 6A and 6B it remains a lateral movement. For the vertical movement to 6A - min. 12 months should be as a 5B. Min. Eligible band is 5B at the time of IJP Application. Short listed Applicants who meet the eligibility criteria will be interviewed by an interview panel. 2nd stage will be with Operations Director and/on Head of Operations. Details on this matter shall be discussed before the interview. It is understood that all successful applicants shall follow the Canadian holiday and schedule. Must be Work From Home enabled, and with stable internet connection (at least 25mbps) Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc. Job Category: Call Centre Posting End Date: 29/09/2025