Description

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.

• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Position: Director, Operations (Healthcare and Insurance) 
• Position Status: Full Time, Permanent
• Salary: $120,000-$140,000 (CAD/Year) 
• Location: Residents of Ontario, Quebec, Manitoba, or Alberta (Toronto based would be an asset) 
• Work Setup:
• Remote outside of GTA, with the ability to travel 10-15% of time
• Within GTA - Hybrid at Head Office
• Other Requirements: Willing and Eligible to obtain Government Protected B Clearance (Details below) 
• Reports to: VP, Global Operations 
  

• Lead the implementation and ongoing management of healthcare and insurance client programs across multiple sites.
• Develop service policies tailored to healthcare and insurance verticals, ensuring compliance with industry standards and regulations.
• Manage contractual service standards and implement initiatives to lower costs while improving the quality of customer care for insurance and healthcare accounts.
• Oversee the budgeting process and maintain accountability for budget adherence for the account.
• Act as a mentor and coach to Management teams, ensuring alignment with healthcare and insurance-specific training goals, compliance requirements, and service expectations.
• Ensure performance management strategies employed by direct reports foster supervisor and employee development in the healthcare and insurance verticals.
• Collaborate with corporate departments, including IT, Legal, and Corporate Security, to improve operational effectiveness and regulatory compliance
• Lead continuous improvement initiatives to improve cx delivery via automation, workflow optimization and customer satisfaction by leveraging data-driven insights and aligning operational strategies with the unique needs of healthcare and insurance clients.  
• Build and maintain relationships with stakeholders, both internally and externally, to deepen client engagement and ensure smooth operations within healthcare and insurance-focused accounts.
• Ensure resources are effectively allocated to meet service level objectives and Contact Centre KPIs, with a specific focus on healthcare and insurance standards.

• 5+ years of leadership experience in a contact center environment, with an expertise on healthcare and insurance services (Mandatory).
• Post-secondary education in Business Administration or a related field.
• Strong organizational and planning skills, with experience managing teams in regulated environments.
• Entrepreneurial spirit with the ability to initiate and direct solutions tailored to healthcare and insurance client needs.
• Proven problem-solving and analytical skills, with the ability to navigate the complexities of healthcare and insurance processes.
• Exceptional interpersonal skills for developing and maintaining strong relationships with clients, employees, and stakeholders in the healthcare and insurance sectors.
• Ability to inspire and motivate staff, with a focus on implementing new initiatives.
• Financial acumen with the ability to balance quality assurance and cost objectives within regulated industries.
• Passionate coach and mentor with a commitment to employee engagement and skill development in the context of healthcare and insurance accounts.
• Excellent communication skills (listening/verbal/written) with the ability to navigate sensitive healthcare and insurance conversations.
  

• What is Protected B/PERC Clearance? The Government of Canada Protected B security level is for sensitive government information and protected assets. You must be a Canadian Citizen or have been in Canada for a minimum of 5 years consecutively.
  
  
• Do you already have a protected B/PERC Clearance? If yes, you will not be required to complete another protected B/PERC security clearance to qualify for this role.