Description du poste

Relevant du Directeur, Centre relations clients, vous serez responsable de : Planifier les effectifs et piloter l’exécution des plans opérationnels du secteur, en collaboration avec le directeur. Analyser les résultats et les indicateurs de performance (KPIs) afin d’ajuster les stratégies et optimiser les opérations. Superviser les activités quotidiennes, contribuer aux opérations et assurer l’atteinte des objectifs de service et de vente. Identifier et mettre en œuvre des initiatives d’amélioration continue visant la performance, la productivité et la qualité du service. Mobiliser, encadrer et développer les membres de l’équipe par le coaching, l’évaluation de la performance et la gestion du changement. Assurer la gestion des situations complexes, des plaintes, des dossiers d’escalade et des enjeux opérationnels nécessitant une intervention. Maintenir les normes de qualité, les procédures et les outils de gestion des connaissances afin d’entretenir l’efficacité des opérations. Collaborer avec les partenaires internes pour assurer l’alignement des initiatives, l’efficacité des processus et la circulation de l’information. Coordonner les communications, les réunions d’équipe et les activités de transfert de connaissances afin de soutenir le développement des employés. Participer aux projets organisationnels et à l’évolution des systèmes, outils et méthodes de travail afin de soutenir les priorités stratégiques.

Reporting to the Customer relations center Director, you will be responsible for: Collaborate in workforce planning and oversee the execution of the department’s operational plans. Analyze results and key performance indicators (KPIs) to adjust strategies and optimize operations. Supervise daily activities, contribute to operations, and ensure the achievement of service and sales objectives.





Identify and implement continuous improvement initiatives aimed at enhancing performance, productivity, and service quality. Lead, coach, and develop team members through coaching, performance management, and change leadership. Manage complex situations, complaints, escalations, and operational issues requiring intervention.

Maintain quality standards, procedures, and knowledge management tools to support operational effectiveness. Collaborate with internal partners to ensure alignment of initiatives, process efficiency, and effective information sharing. Coordinate team communications, meetings, and knowledge-transfer activities to support employee development.

Participate in organizational projects and the evolution of systems, tools, and work methods to support strategic priorities.

Profil

Hold a university degree and a minimum of eight (8) years of relevant experience. Be bilingual in French and English, both spoken and written. Advanced English proficiency is required to communicate regularly with colleagues in Ontario. Demonstrate proficiency with relevant technologies, including Microsoft Office applications, Salesforce, and Genesys. Possess strong leadership skills, a collaborative mindset, and a customer experience-focused approach. Demonstrate excellent communication, planning, and organizational skills. Exhibit strong analytical thinking, problem-solving abilities, and sound decision-making skills. Show autonomy, initiative, adaptability,



and the ability to effectively lead change in a quick-paced and evolving environment.

Pourquoi nous choisir

- Travail hybride adapté aux exigences du poste avec présences planifiées au bureau
- Vacances dès la première année
- Possibilité d’avancement à l’interne
- Boni annuel
- Régime d’assurance collective (soins dentaires, vue et assurance voyage)
- Régime de retraite à prestations déterminées
- Bien être des employés : compte mieux‑être de 400 $, programme d’aide aux employés et à leurs familles et service de télémédecine

Why Join Us

- Flexible work arrangements, including remote work with occasional in‑office presence as needed
- Vacation entitlement starting from your first year
- Opportunities for internal career growth and advancement
- Annual performance‑based bonus
- Comprehensive group insurance plan, including dental, vision, and travel insurance
- Defined benefit pension plan
- Focus on employee well‑being: $400 wellness account, employee and family assistance program, and virtual health care service

Our Commitment

We are committed to fostering an inclusive workplace where diversity is celebrated. We actively encourage applicants from all backgrounds to join our team.

Empathy, Collaboration, Accountability, Boldness and Commitment—are at the heart of everything we do. They guide our interactions with customers, partners, employees, and the communities we serve.

About Blue Cross

Blue Cross has been a trusted leader in health and travel insurance across Canada for over 80 years, providing reliable coverage to individuals and families. As a proud member of the Canadian Association of Blue Cross Plans, we were instrumental in establishing the foundations of health and travel insurance in Quebec and Ontario, where we operate as Québec Blue Cross and Ontario Blue Cross.

📌 Chef, Centre relations clients - Voyage (Montreal)
🏢 Canassurance Compagnie d'Assurance
📍 Montreal