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.
You Bring     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
Bonus Points For      Experiencewithcontactcentreworkforcemanagementortelephonyplatforms(e.g.,NICE,Genesys,Five9,Talkdesk)
Experienceinadealer-distribution,embedded-finance,orextendedwarranty/vehicleservicecontractmodel
CIP/FCIPdesignation,oranactivegeneralinsurancelicence(Level1/2,CAIB)
Experienceinapremiumfinancing,collections,orfintech-adjacentserviceenvironment
Who We Are    Optiom Inc.isaManaging General Agency (MGA) andawhollyownedsubsidiaryof

Aviva

Canada,specializinginspecialtyinsuranceproductsdistributedexclusivelythroughanationalnetworkofbrokeranddealerpartners.

WeoperatewiththeenergyofaspecialtyMGA,backedbytheresourcesandcredibilityofoneof

Canada'slargestandmosttrustedinsurers.

What We Offer    Competitivebasesalaryplusperformancebonus,commensuratewithexperience.

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

Asdisclosedinthisposting,OptiomusesAItoolstoassistwithinitialscreening;allfinalhiringdecisionsaremadebyourhumanhiringteam.
Wethankallapplicantsfortheirinterest;onlythoseselectedforfurtherconsiderationwillbecontacted.

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