Manager, Digital Contact Centre

Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Manager, Sonnet Digital Contact Centre contributes to the overall profitable growth of Sonnet business by executing on our overall business strategy. You will effectively manage and provide oversight of our licensed Insurance Advisors who are accountable for delivering guidance, expert advice and superior service when assisting customers with their insurance needs. Our contact centre supports sales, service and retention conversations leveraging phone, chat, and email. Common inquiries relate to products, billing, coverages in addition to providing education and navigation support to customers guiding them on how to quote, bind and make changes to their policy within our digital site.

In this role you will be accountable to develop and implement service strategies to provide support, through multiple contact channels, that meets or exceeds customer expectations. You will define, implement, and evolve the customer experience related to their interactions within your teams. Ensuring we deliver best in class service delivery to customers across the country, you will continuously look for improvement opportunities to drive business results. This also includes planning and executing sales strategies that support marketing campaigns and other business development initiatives.

You will support your leadership team ensuring they are coaching, developing, and managing the performance of their direct reports, including identification of areas where performance improvement plans are needed to ensure achievement of business, functional and individual goals as well as performance against defined KPIs.

You will partner closely with key stakeholders across the organization to ensure appropriate controls are embedded into business practices to address operational risks. You will also work closely with our Underwriting Operations, Training & Quality shared services teams to ensure the team is operating within the defined risk appetite making sure profitability is not compromised by our growth.

What can you expect from this role?

Performance and Coaching

• Develop, coach/mentor and manage the performance of direct reports, including identification of areas where performance improvement plans are needed to ensure achievement of business, functional and individual goals as well as performance against defined KPIs
• Complete regular coaching sessions with direct reports
  
  
  

KPI Management

• Interpret data on customer interactions and leverage reporting functionality to monitor and align team performance and overall achievement of Service Level Agreements. Ensure barriers to success are readily identified and solutioned.
• Continue to review and identify opportunities to evolve KPI targets as business needs change.
  
  
  

Sales and Retention

• Plan, monitor, lead and motivate the Contact Centre teams within the Sales/Retention initiatives so as to ensure our service levels and targets are being met and that our new customers receive the highest level of service, resulting in the maximum level of growth
• Build a customer centric model that enable our advisors to find the product and services best suited for our customers’ needs.
• Embed a retention focus so the team is consistently identifying opportunities to retain our customers as their needs evolve.
  
  
  

Quality Monitoring

• Ensure quality of service meets business objectives, by acting on feedback provided by the Quality Team
  
  
  

Engagement and Recognition

• Supports employee recognition and engagement activities.
• Activities may include supporting the development and release of engagement surveys, encouraging participation in the survey, analyzing engagement scores in comparison to targets and developing/ executing targeted engagement action plans.
  
  
  

Continuous Improvement

• Identify, implement, and support continuous process improvements to drive increased productivity, efficiency, employee experience, and customer satisfaction.
• Drive a culture of continuous improvement by consistently challenging traditional ways of thinking.
  
  
  

What do you bring to the role?

• University Degree / College diploma or equivalent experience
• 5+ years of property casualty insurance / underwriting experience with prior people leadership experience
• Prior experience leading a sales and/or retention team
• OTL license & CIP / working towards designation preferred.
• Knowledge of Guidewire, Salesforce and Five9 is deemed an asset
• Strong communication and negotiation skills
• Ability to solve problems and implement appropriate solutions
• Ability to coach, mentor and develop individuals
• Ability to manage delivery of service in a demanding environment
• High level of initiative, self-motivated, and ability to work independently
• Superior time management and organizational skills
• Demonstrates a high degree of change management, analytical, and interpersonal skills
• Strong motivational and team building skills
  
  
  

Sonnet Digital Contact Centre hours of operation are Monday to Friday, 8 a.m. to 6 p.m. All applicants must be able to work shifts during these hours. The hours are subject to change in future if the business needs change.

At Sonnet, we have a hybrid work model which incorporates a blend of in-person and remote work centered on connection, collaboration, communication, coaching and celebration. Call Centre Management is required to work in office a minimum of 2 days per week. This is subject to change as our hybrid model continues to evolve or where there is a business need to attend the office >2 days. The ability to work remotely requires the need for a private and comfortable workspace, in addition to an excellent internet connection.

Salary range is $74,100 - $136,500

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it:

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services
  
  
  

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks

This role requires successful clearance of a background check (including criminal checks and leadership references).