Senior Director of Operations - Personal Insurance

Our client, a recognized and established firm in the insurance field for decades, stands out for its in-depth expertise, innovative approach and commitment to an exceptional customer experience. In a period of strong growth and in order to support its objectives of consolidating its strategic positioning, the company is looking to integrate a Senior Director of Operations - Personal Insurance for its branches located on the South Shore and downtown Montreal. This key role combines leadership, operational management, process improvement and talent development.

Under the supervision of the Vice President, Personal Insurance, you will be responsible for the strategic and operational management of the personal insurance department. In collaboration with a team of experienced managers and professionals, your mission will be to ensure the excellence of customer service as well as the engagement and development of talent (team of around fifty employees spread across 4 branches).

Main responsibilities:

• Supervise, mobilize and coach managers to optimize their contribution in a dynamic environment.

• Promote the achievement of growth, sales and loyalty objectives.

• Build strong relationships with the direct insurer and effectively communicate opportunities and challenges.

• Lead and schedule team meetings to monitor and analyze key performance indicators.

• Improve operational processes and ensure team efficiency (telephony, quality of service, etc.).

• Participate in the development of methods and procedures.

• Work closely with the Human Resources department to support employee development.

• Develop and execute an annual business plan aligned with department priorities.

The ideal candidate has a degree in administration, management or a related field, with a desired specialization in insurance or equivalent experience in a call center or other similar operations. He or she has at least 5 years of experience in managing multi-site teams.

Bilingual, with unifying leadership, the candidate knows how to mobilize teams and foster a collaborative environment. Their communication skills and rigorous organizational skills ensure effective management. Mastery of technological tools is essential, with knowledge of CRM platforms (Salesforce, Applied), NICE and the Office 365 suite desired.

If you are a leader passionate about change, collaboration and team cohesion, this position is for you! Join a dynamic team and actively participate in the evolution of personal insurance.