Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model Possibility to purchase up to 5 extra days off per year Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life) Salary range (but not limited to): 80,700 - 98,700 Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 12% As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well. About the role We are looking for a Unit Manager, Operations for our growing team for a 12 month secondment to join our growing team! Location: Hybrid model, 3 days a week in our Mississauga office. Schedule: 35H a week; may include occasional Saturdays or statutory holidays. What you’ll do here: Lead, coordinate and supervise the activities of the team by organizing, planning and controlling the optimal use of personal, material and financial resources according to the budget. Manage the performance of team employees according to company policies, ensuring continuous training and compliance with customer experience standards of the customer service centre. Manage the quality of phone service by ensuring cost and productivity control according to the objectives of the customer service centre. Ensure the quality of service offered to customers by regularly supervising team members according to standards in order to ensure the achievement of the objectives of the customer service centre. Identify issues, propose solutions, make change and recommend improvements on the quality of the service offered, the operations of the service centre, or the risk management in order to achieve the company objectives. Ensure the supervision of social media watch and the handling of customer requests in order to ensure a response or routing to the department concerned within the prescribed deadlines. Participate in multidisciplinary committees relating to special projects and digital initiatives in order to plan strategic elements, ensure smooth deployment, in addition to forecasting the impact of calls on the team and ensure that the process is optimized to control costs. What you bring to the table: Holding an OTL license is mandatory. A West license is preferred; however, candidates must be willing to obtain both a West license and Level 2 certification within six months of hire. Significant knowledge of Property and Casualty insurance is required. Have successfully completed at least 2 CIP courses or be willing to complete them within 6 months or your start date. Management, coaching, training or mentoring experience, ideally in a contact center environment. Strategic Acumen: Proven skills in strategic planning, possessing a global vision, and identifying opportunities for optimization. Leadership: Ability to be a positive, inspiring, and visible leader on the floor. Engagement: Capability to establish an engaging and motivating work environment. Organizational Skills: Strong time management skills and the ability to provide structure. Change Management: Proficiency in managing change effectively. Communication: Excellent communication and listening skills. Team Collaboration: Quick learner with the ability to work collaboratively in a team and share ideas. Analytical Skills: Competence in analyzing and interpreting results. Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team. We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs. Learn more about our recruitment process and your candidate journey here. Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.