Manager, Client Relations, Insurance Division

Build the future with us

Are you driven by client and partner experience and looking to contribute to an organization whose purpose is to help clients feel confident and secure about their future? As a Manager, Client Relations, Insurance Division, you will play a key role in maintaining the highest service standards while leading and engaging a dedicated pan-Canadian team.

This position offers an excellent opportunity to showcase your skills and reach your full potential within a caring and trusted organization. Here, people and their development are at the heart of everything we do, creating an environment that encourages collaboration and innovation.

What you will accomplish with us

As a Manager, Client Relations, Insurance Division, you will be at the heart of our mission. Key responsibilities include:

• Being accountable for the processes carried out by your team and ensuring service standards, response quality, and team objectives are achieved;
• Leading, engaging, and supporting a dedicated pan-Canadian team responsible for responding to communications from clients, advisors, and financial institutions related to Individual Insurance and Savings products, from initial request through resolution while minimizing associated risks;
• Managing and assessing financial risks related to specific requests and files, and providing guidance to the team in handling sensitive or complex situations to ensure client and partner needs are met effectively;
• Facilitating and participating in daily management system (DMS) meetings, ensuring their effectiveness and promoting employee accountability in problem-solving;
• Participating in the recruitment, development, and performance management of team members while providing support following challenging or distressing client interactions;
• Optimizing the client experience, promoting first-contact resolution, and ensuring appropriate follow-up with clients and partners when additional explanations, exceptions to standard practices, or financial impact assessments are required;
• Collaborating with managers located in Quebec City, Toronto, and Vancouver, as well as with Transaction, Compliance, and Client Complaint Resolution teams on process reviews, business decisions, and fair solutions for clients and partners;
• Contributing to the evolution of client service, continuous improvement initiatives, internal projects, and travelling occasionally to meet with the pan-Canadian team in Toronto, Montreal, and Vancouver.

What could accelerate your success in this role

We are looking for someone who:

• Holds a bachelor's degree in actuarial science, accounting, business administration, finance, law, or a related field;
• Has 6 to 8 years of relevant experience;
• Has experience in people leadership, activity coordination, and customer service, which is considered a strong asset;
• Possesses knowledge of contact centre operations and the industry, as well as Individual Insurance and Savings products and systems, which are considered assets;
• Holds a LEAN Leader certification, which is considered an asset;
• Is recognized for their ability to prioritize, strong analytical and problem-solving skills, organizational abilities, and time management;
• Demonstrates sound judgment, strong communication skills, the ability to clearly convey ideas, and a collaborative approach;
• Has an advanced level of French proficiency, as the incumbent will be required to communicate with French-speaking clients, partners, and colleagues in Quebec on a regular basis;
• Has an advanced level of English proficiency, as the incumbent will be required to communicate daily with English-speaking clients and partners across Canada through emails and phone calls.

Why you will love working with us

• A work environment where learning and development are combined with a shared pursuit of excellence;
• Artificial intelligence is available to everyone, helping increase personal efficiency and support organizational growth;
• A healthy, safe, equitable, and inclusive workplace where individuals can thrive and reach their full potential;
• The opportunity to work in a hybrid environment supported by flexibility and access to inspiring and innovative workspaces.

Competitive benefits

• Flexible group insurance plans
• Competitive retirement savings plan
• Employee share purchase plan
• Vacation, wellness, and personal development days
• Telemedicine services
• Employee and family assistance program
• Ergonomic furniture program
• Performance bonus program
• Discounts on iA products
• And much more!

Apply now and take the lead in your career, where your talent truly matters!

Not sure whether to apply?

At iA, we believe in potential and value diverse experiences. If this opportunity inspires you, we encourage you to apply. Your place may be with us, and we would love to get to know you!