Overview
Service Operations Manager Jobs in Mississauga, Ontario, Canada at Best Doctors Canada Insurance
Title: Service Operations Manager
Company: Best Doctors Canada Insurance
Location: Mississauga, Ontario, Canada
POSITION DESCRIPTION
Title: Service/operation Manager
Department: Sales
Location: Mississauga, Ontario
Classification: Full time
Reports To: Sales Director
POSITION PURPOSE:
The Service/Operation Manager is the first and most important point of contact for our Agents and Members. They must always be aware and informed of every single situation pertaining to them to resolve all inquiries with a sense of urgency finding the root cause of the problem by looking at the “big picture” and not just only at a particular case. The most important quality of the Service Manager is proactivity, making sure that we are thinking ahead of what the agents might need and thinking outside the box to find solutions that are favorable to the company without compromising the service of excellence that we provide our agents. One of the main functions of the Service Manager is to serve as the communication interface between Operations and the Sales team to understand and meet the client’s and company's demands.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
• Develops a strong business relationship with our agents, gaining their trust.
• Provide administrative support to the Director of Sales, which will include analysis, sales reports and other day-to-day administrative tasks such as booking appointments.
• Provide sales communications to all BDCIS brokers and support the ongoing process of recruiting new brokers/companies.
• Prepare and follow up on pre-sales material and contracting for new brokers.
• Respond to sales inquiries by phone or email.
• Provides excellent client service.
• Supports Agents in closing new business and renewals through weekly review of status reports to help grow and maintain business portfolio.
• Works closely with Sales, Marketing, and Operations teams by providing feedback to improve our services and processes.
• Coordinates agent’s seminars.
• Supports Sales Directors in the coordination of market seminars
• Provides training to the agents about our products and services.
• Provides Agent Portal trainings.
• Support with the live chat tool, BDCallback inbox.
• Able to analyze and resolve commission inquiries.
• Facilitate different types of reports to our agents in order to help them follow up on new business, renewals etc.
• System improvements.
• Creates guidelines and new processes when needed.
• Support in the implementation and testing of special projects as needed.
Problem Solving
• Works closely with Agents to identify service improvement opportunities and communicate resolutions.
• Collaborates with operations staff to resolve problems and develop service enhancements.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
DESIRED MINIMUM QUALIFICATIONS:
• Excellent Analytical skills
• Good oral and written communication skills
• Detail oriented
• Independent and self-motivated
• Adaptability to change
• Works under pressure
• Team player
• Positive and professional attitude
• Leadership skills to take ownership of a problem and help to create a solution
• Basic project management skills
• Fluent English (written and spoken)
• Ability to multi-task and define priorities.
• Good presentations skills, to a small or large audience.
Education and Experience:
• Graduate degree from an accredited institution, preferable in business or related.
• 3+ years’ experience in Account Management or related field dealing with very demanding clients.
• International Health Insurance experience is a plus.
Necessary Knowledge:
- Excellent computer skills with proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
