Position Title: Director, Client Care Centre - Shared Services
Reports To: Executive Vice-President, Strategy and Client Impact
Department: Strategy and Client Impact
Term: Permanent Full-Time


Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.


The Opportunity: Equitable is growing! We are looking for a Director, Client Care Centre - Shared Services to lead our team of experts in our support contact centres for all lines of business - Individual Insurance, Group Benefits, Savings and Retirement and our EQ Help Desk.

At Equitable, our focus and commitment to our clients is at the heart of everything we do. As a mutual, we are accountable to our clients, and our collective purpose is to be there for our clients, Together, protecting today and preparing tomorrow. The Client Care Centre (CCC) creates moments of truth with our clients, advisors and partners, every day. At Equitable we feel service is a differentiator - as such we do not outsource, offshore or chatbot our way out of servicing our clients. When the phone rings, an email lands in our inbox, or a chat comes through from our digital properties - our people are there.

Now is an exciting time to join one of the Waterloo Area's and Southwestern Ontario's Top Employers for 2024!


What you will be doing:

Reporting to the EVP, Chief Strategy and Impact Officer, you will be a member of our Impact Leadership Team and lead the Transformation of our Client Care Centres - ensuring we are able to manage todays call volumes effectively - and prepare for tomorrow's growth through effective forecasting tools.

• Strategic Leadership & Transformation:

• Leading the Contact Centre Strategy and transformation post-2024 technology implementation.
• Ensuring the contact centre has the necessary resources, tools, and technology to support business priorities.

• Contact Centre Platform:

• Managing vendor relationships and providing leadership for system evolution and project delivery.
• Collaborating with technology teams to implement functionality that supports client care representatives.

• Workforce Management:

• Optimizing schedules to balance workload with available resources, ensuring service level goals are met consistently.
• Handling daily and 30-60-90-day forecasting across all business lines.

• Training, Development, Audit, and Knowledge Management:

• Transforming training, support and coaching programs for Client Care Representatives (CCRs), including quality and audit feedback.
• Creating a comprehensive knowledge base strategy for each contact centre.

• Reporting and Data Analytics:

• Collaborating with business and enterprise data teams to develop insights from contact centre operations.
• Utilizing these insights for workforce management, voice of client initiatives, and business priorities.

• Continuous Improvement and Business/Process Design:

• Developing process design programs and act as the key business contact for enterprise-wide priorities (e.g., FTC, complaint handling).
• Working closely with each business line on continuous improvement, new product launches, and projects impacting CCRs.

What you will bring:

• 5+ years leading a service-driven Contact Centre or Shared Services operation, preferably in financial services or insurance.
• Exceptional ability to build relationships and foster teamwork across multiple business lines.
• Strong knowledge of call centre technologies (CCaaS, UCaaS, WFM, IVR, etc.).
• Proven ability to lead, mentor, and motivate cross-functional teams.
• Excellent written and verbal communication skills.
• Ability to foster a collaborative environment and drive service quality and operational efficiency.
• Experience preparing and delivering presentations to various leadership teams.
• Ability to make recommendations and guide strategic programs.
• Develop, monitor, and analyze key performance indicators.
• Strong risk management and decision-making skills.
• Knowledge of training development and best practices.
• Excellent analysis, negotiation, and problem-solving skills.
• Experience in developing and implementing process improvements.
• Demonstrated client-centric mindset and experience in developing external partnerships.
• Implementer of best practices for continuous improvement.
• Strong organizational skills and attention to detail.

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company's pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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