Customer Service Operations Associate Jobs in Calgary, AB

Hi, we're HUB - a network of doers with diverse stories and a shared goal to support our clients and communities. To do it, we believe in supporting each other, because great work happens when people come together, and that means building a team where anyone can spark an idea, and where everyone can make a difference. Where pushing ourselves forward helps us give more to others.

When you partner with us, you're at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy - so you're ready for tomorrow.

The Opportunity!

The Associate Vice President Branch Operations, South is responsible for growing and managing our South Alberta Branch operations performance and revenue. Improving employee retention, increasing employee engagement, eliminating barriers between branches, departments and functions with the creation of cross-functional teamwork.

Responsibility Areas

• Drive Operational leadership success in all Alberta South locations.
• Lead and develop top talent for Alberta leadership.
• Client retention, including an understanding of the reasons for losses and addressing them.
• Ensure all vacancies are filled quickly, ensure all branches are working efficiently and proactively.
• Create a high-performance culture within all branches and all business lines within Alberta South.
• Review reports/results with Branch Managers monthly.
• Lead the team and ensure we attract, hire and retain top talent for Branch Operations and Lines of Business Leaders while maintaining staffing levels to meet client needs and allow for profitability.
• Monitor and improve branch performance to ensure client growth, revenue and profitability, efficiency, client satisfaction and employee satisfaction.
• Communicate regularly with employees, in meetings and individually. Apply good listening and problem-solving skills for employee complaints and concerns.
• Ensure receivables are current (in endorsement) collected and up to date
• Provide leadership and mentorship to the new and existing retail insurance teams to ensure the organizational goals are met or exceed annual objectives.
• Supports and coaches the High-Net-Worth insurance teams by proactively identifying performance barriers to ensure that the teams have a solid foundation of insurance product knowledge and procedures.
• Ensures relationships are developed throughout the Branches, Private Client Services, Commercial Lines, Personal Lines and Employee Benefits teams.
• Work collaboratively with the Chief Operating Officer and the other VP of operations to identify initiatives and opportunities, identifying the appropriate stream to deliver the results. Assist in setting up sales and retention goals and training in the Branches.
• Promote positive collaboration between the AVPs in Alberta and the AVPs in MB/SK to identify synergies for operational efficiencies and best practices as Alberta and the North Branches are integrated into Prairies region.
• Work collaboratively with the Chief Sales Officer and Sales leaders in Alberta to promote strong culture of teamwork and operational support for the sales team. Collaboration and teamwork with the sales leaders is integral to the success of the region.
• Support M&A activity through operation integration as required.
• The role is part of the Senior Leadership Group within HUB Prairies and therefore some travel is required outside the province
• Regular presence required within the largest branches in Alberta
• Assist in developing Branch Managers and Alberta Lines of Business Leaders by assessing, coaching, training and leading by example.
• Offers support and coaches Managers productively and identifies performance barriers.
• Attends continuing education seminars or course studies to ensure licensing remains in good standing including where attendance on personal time is required.
• Other duties and responsibilities as may be assigned by the Chief Operating Officer

What you will bring to the role -

• Ideally, 10 years of progressive industry and people management experience is required
• CAIB Designation is required
• Post-secondary studies in Business Administration desired; studies in Retail Management would be considered ideal
• Previous experience managing across organizational boundaries is required
• Education and experience in Quality Management desired

What makes us different than all the rest?

Our Vision:To be everywhere risk exists - today and tomorrow. Helping protect what matters most.

Our Mission:To protect and support the aspirations of individuals, families, and businesses. To empower our employees to learn, grow and make a difference in their communities.

Our Core Values:

• Entrepreneurship: We encourage innovation and educated risk-taking.

• Integrity: We do the right thing every time.

• Teamwork: We work together to maximize results.

• Accountability: We measure and take responsibility for outcomes.

• Service: We serve clients, communities, and colleagues.

Ready to join HUB and build a career in a rapidly growing industry? Apply today for the Associate Vice President Branch Operations, South opportunity!

If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization