Director, Sales and Service Operations

AtOptiom,serviceisn'ta department—it'sthemomentourpromisebecomesrealforthepeoplewhocountonus.

We'relookingfora

Director,Service Deliverytobringsingle,accountableleadershiptotheteamswhodeliveronthatpromiseeveryday:

Client Care,Partner Support,andour

Inside

Sales/Insurance Advisor team.

ThisisanewlycreatedrolereportingtoourVP,Operations.

You'llbetheleaderaccountableforrunningthesefunctionsasonemetrics-governedservicedeliveryoperation:averagetimetoanswer,abandon rate,averagecalllength,andoutcomestrackedandactivelymanaged,notjustobservedafterthefact.

Atthesametime,you'llbebuildingandscalingaproducing

Inside

Sales/Insurance Advisor team,withthecoachinginfrastructuretogrowitresponsibly.

Ifyoumanagebythenumbersandbytherelationship—comfortableinascorecardoneminuteandcoachingafront-lineleaderthenext—wewanttotalktoyou.

• 8+yearsofprogressiveleadershipexperienceincontactcentre,service delivery,or insurance/brokerage operations,includingdirectaccountabilityforcallcentreKPIs(averagetimetoanswer,abandon rate,averagecalllength,first-contact resolution,or equivalent)
• Experienceleadingmultiplefunctionsorteamsconcurrently(10+direct/indirect reports),withaccountabilityforservicequalityandperformanceoutcomes
• Experienceleadingorscalinganinsidesales,insurance advisor,orotherproducingsalesteam:thisisadistinctpieceofthemandatealongsideserviceleadership
• DirectoradjacentexperienceinP&Cinsurance,brokerage,MGA,insurancecontactcentres
• Post-secondaryeducationinbusiness,insurance,orarelatedfield—orequivalentdemonstrableexperience

• Experiencewithcontactcentreworkforcemanagementortelephonyplatforms(e.g.,NICE,Genesys,Five9,Talkdesk)
• Experienceinadealer-distribution,embedded-finance,orextendedwarranty/vehicleservicecontractmodel
• CIP/FCIPdesignation,oranactivegeneralinsurancelicence(Level1/2,CAIB)
• Experienceinapremiumfinancing,collections,orfintech-adjacentserviceenvironment

Optiom Inc.isaManaging General Agency (MGA) andawhollyownedsubsidiaryof

Aviva

Canada,specializinginspecialtyinsuranceproductsdistributedexclusivelythroughanationalnetworkofbrokeranddealerpartners.

WeoperatewiththeenergyofaspecialtyMGA,backedbytheresourcesandcredibilityofoneof

Canada'slargestandmosttrustedinsurers.

Competitivebasesalaryplusperformancebonus,commensuratewithexperience.

Comprehensivegroupbenefits(medical,dental,vision,EAP),vacationincreasingwithtenure,and employer-supportedlicensingandprofessionaldevelopment.

Optiomiscommittedtobuildingadiverseandinclusiveteam,andaccommodationsareavailableonrequestatanystageoftherecruitmentprocess.

Asdisclosedinthisposting,OptiomusesAItoolstoassistwithinitialscreening;allfinalhiringdecisionsaremadebyourhumanhiringteam.

Wethankallapplicantsfortheirinterest;onlythoseselectedforfurtherconsiderationwillbecontacted.