Sales & Service Manager, Marine

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued forthe work they do, supportedasthe people they are, and included in thevery fabric of the organization: they bringtheirbestto work every day. And that's why we mean itwhen wesay we put our people at the centreofeverything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do:

Reporting to the VP Lifestyle Insurance, you'll be responsible for managing employees, planning and evaluating department activities, and managing performance of all team members. Client retention is a key focus of this job. Growing the client base is also a key focus of the job.

The core parts of your role will be to:

• Ensures efficient and effective operation of the Marine Sales & Service department,which includes setting targets, analyzing and responding to call centre performance data such as customer satisfaction and service results, coordinating workflow and communicating with other managers within the department.
• Maintains acceptable service levels for the business unit to align with corporate standards. Actively manages ACD to meet client expectations regarding authorization of “available time”, work “off phones”, outgoing calls, lunch times and vacations.
• Focuses on retention. This includes responding to clients’ questions, concerns or complaints, ensuring customer expectations are met and managing customer satisfaction according to corporate standards ensuring CSAT results are achieved.
• Responds to escalated customer complaints, ensuring appropriate action is taken and working with required stakeholders to address the issue brought forward.
• Ensures call centre operational standards, customer service, policies, programs and procedures are maintained at all times. Identifies areas for improvement within the call centre and makes recommendations for continuously improving excellent customer service.
• Attracts new business. This includes responding to clients’ questions, concerns or complaints, and initiating new business through incoming calls, and cross-selling initiatives. Works with Marketing and Business Development teams to build plans to increase lead generation and sales.
• Works with key sales stakeholders to co-develop and implement strong and consistent sales processes.
• Supports strategic initiatives and accomplishes financial objectives. This includes gathering pertinent business, competitive, financial, service and operations information, and collecting forecasting requirements to prepare an annual budget and schedule expenditures and manages to it.
• Applies quality principles and practices to establish a strategic approach and to improve the organization’s operations and productivity. This includes managing processes to support the organization’s strategic direction and communicating, facilitating and supporting necessary changes for continuous improvement.
• Implements the performance management process by communicating job expectations and tracking progress of individual activities and effectiveness. This includes determining team and individual goals; offering job coaching and training; conducting monthly one-on-one meetings; motivating and providing support to help employees meet objectives and quality requirements; reviewing progress; and offering feedback as required.
• Fosters high performance and leads the team with a clear focus on reducing customer effort and addressing customer issues. This includes recruiting, selecting and training individuals; communicating strategies and objectives; and providing team members with essential resources for performing individual job responsibilities efficiently and effectively. Ensures team members meet their targets to achieve overall organizational growth.
• Enforces the adherence to in-house policies to maintain the brokerage’s good standing. Works with the Corporate Licensing…