At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact; for our clients, our communities, and each other.

Position Title: Manager, Group Client Care Centre

Reports To: Director, Group Business Transformation and Client Care Centre

Department: Group

Term: Temporary Full-Time (14 Month Rotation)

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way.

If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect.

Leading our team of Client Care Representatives is an opportunity to make a big impact. You’ll collaborate with our Group Benefits leadership team to deliver market differentiated service by providing our clients with consistently effortless, empathetic and accurate experiences.

As the Manager of our Group Client Care Centre, you'll oversee daily operations and work in partnership with peer managers to guide and support our team. Our goal is to exceed client expectations and meet service standards. In our quest to always get better, you will work with the team to identify and implement continuous improvement ideas to deliver effortless experiences for our clients. Plus, you’ll represent the team on strategic projects that impact the Group line of business.

Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.

What you will be doing:

• Provide leadership and direction to team members within the Group Client Care Centre, building on our culture of service excellence.
• Conduct regular coaching sessions with staff, review and manage performance, and actively lead and facilitate team engagement activities.
• Monitor the training of new and existing staff to ensure they have the knowledge, skills and confidence to provide outstanding service.
• Resolve complex issues, define solutions, communicate timelines and handle/diffuse escalated situations.
• Recruit high quality team members and support their skill development and career growth. You’ll reinforce and focus on positives, clarify values, build rapport, strengthen relationships within our team and business unit, and emphasize teamwork while celebrating key successes and milestones.
• Ensure timely reporting of daily, weekly and monthly performance metrics to staff and management.
• Apply sound financial management with a focus on team effectiveness and our commitment to meeting service standards.
• Manage and support cross departmental projects, focusing on the client experience, the team’s engagement and the business outcomes that contribute to departmental, divisional and corporate goals.
• Manage and support various initiatives and key strategic projects within and across business units while applying thoughtful change management practices.

What you will bring:

• Proven experience leading a team in a contact centre environment with an in depth understanding of call centre performance management and metrics.
• Experience in group insurance, procedures and group contracts with specific focus on Group Health and Dental (preferred)
• Natural people leadership skills, adept at inspiring and motivating the team to reach their full potential.
• Resilience, maintaining a positive attitude and an ability to thrive in a fast paced, dynamic organization.
• Strong interpersonal skills to build strong relationships and collaborate closely with peers and partners for shared success.
• Advanced listening and persuasion skills to assess and resolve client issues.
• An ability to see the big picture, and work with critical details in problem solving and planning forward.
• Coaching and staff development experience, skilled in mentoring and coaching staff in a demanding, fast-paced environment.
• Strong analytical ability used to interpret operational data to get insights / make impactful decisions.
• Strong organization, communication, analytical and prioritization skills.
• Familiarity with workforce management principles would be an asset.

What’s in it for you:

• A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day.
• A healthy work-life balance with employee wellness top of mind
• We value open, honest communication between team members, challenging each other to continually improve
• Employee resource groups that support an inclusive work environment
• An onsite, full-service cafeteria with a variety of daily options
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.

This position is available due to an existing vacancy.

We're dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.

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