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First Level Team Leader, Support Operations

Req. #:  14019
Department: Customer Experience, Central Operations
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  06
Category: Customer Service/Back Office
Description:

Reporting to the Leader, Documentation Management Centre, the incumbent provides leadership and coaching to the Support Centre, Central Operations, Customer Experience. The incumbent is accountable to plan, manage and control the day to day activities of the team that provides support services to the Customer Experience Group Savings and Retirement, Group Insurance and Retail market areas. The incumbent plans and manages all activities and resources required to achieve the goals, objectives and key results of the team.

  • Manages and coordinates day-to-day operational activities in order to ensure Service Level Objectives are constantly met or exceeded.
  • Organizes human, material and financial resources of the team, including employment and performance evaluation and, if required, carrying out disciplinary action with respect to employees, to effectively accomplish the established plan outcomes.
  • Carries out the more complex project/work activities within their area and resolves (or refers) complex or significant issues escalated by team members in order to ensure service standards are met.
  • Monitors and measures team productivity and evaluates its ability to meet established standards and desired results.  Makes sound recommendations for improvements or enhancements of procedures, processes and systems, as required.
  • Leads and/or actively participates in projects and/or initiatives and ensures they are focussed on customer experience and operational efficiencies and aligned with the business plan.  Performs change management activities in the delivery process. 
  • Provides coaching and on-the-job training to team members to ensure continuous improvement and consistent knowledge transfer.

REQUIREMENTS

  • Bachelor’s degree with a minimum of 2 years in management or operational activities coordination.
  • Demonstrate team leadership skills and experience as being a change and mobilization agent.
  • Possesses skills to improve work methods which are best suited for improving customer experience and optimizing operations, productivity and cost control.
  • Skilled development (coaching) and training communicator.
  • Capacity to analyze and resolve problems and face uncertainty.
  • Excellent knowledge of the Microsoft Office Suite.
  • Bilingual, French and English, spoken and written.

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The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.





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