Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Flexible work arrangements and a hybrid work model
Multiple advantages offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):
As part of our commitment to Win As A Team , we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. We are looking for an experienced Manager of Operations to lead the day-to-day performance, scalability, and continuous improvement of our Google Cloud Contact Center as a Service (CCaaS) environment.
In this role, you will oversee contact center operations, workforce performance, service quality, operational reporting, and cross-functional initiatives involving Google Cloud, customer experience, technology, and business teams. You will ensure that our contact center delivers efficient, reliable, and exceptional service across voice and digital channels.
The ideal candidate combines strong operational leadership with a practical understanding of Google Cloud contact center technologies, customer service platforms, analytics, automation, and performance management .
Lead daily operations for our Google CCaaS environment across voice, chat, email,



and other customer channels.
Collaborate with your counterparts in management on the implementation of strategies, the establishment of objectives and performance indicators, the definition of roadmaps and the planning of projects.
Manage service levels, abandonment rates, customer satisfaction, first-contact resolution, average handle time, and other operational KPIs.
Develop and maintain operating procedures, escalation processes, quality standards, and performance dashboards.
Monitor platform performance, call flows, routing logic, agent workflows, and customer-impacting issues.
Oversee the training plan.
Build a network across the organization to facilitate the achievement of the mobile roadmap, coordinate deliverables and prioritize features.
Develop and maintain design project plans, identify deadlines, estimate the necessary resources and ensure the organization and optimal allocation of talent.
Lead recruitment, mentoring, one-on-one meetings, performance reviews and individual career and development planning.
Support the implementation and optimization of Google Cloud contact center capabilities, including routing, reporting, integrations, and conversational experiences.
Participate in the definition of policies, procedures and best practices in terms of design and strategy.
Promote design principles and best practices for user experience.
Meet and follow customers to develop empathy and an understanding of market issues and share customer experience research results with teams and our partners.
Provide leadership in a fast-paced, customer-centric environment, with the ability to develop and coach your team to enable them to achieve their goals.




5+ years of experience in contact center, customer operations, service delivery, or technology operations.
~Familiarity with Google Cloud contact center technologies, including Google CCAI, Contact Center as a Service, Dialogflow, Cloud Functions, BigQuery, Looker, or related tools .
~ Strong understanding of contact center metrics, workforce management, quality assurance, and customer experience principles.
~ Demonstrated ability to manage incidents, escalations, operational risk, and cross-functional initiatives.
~ Experience creating SOPs, dashboards, governance processes, and executive-level reporting.
~ Ability to translate business requirements into operational and technical solutions.
~ Well-versed in design thinking methods and techniques.
~ No Canadian work experience required however must be eligible to work in Canada.
~ For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.

#At Intact, our Value of respect is founded on seeing diversity as a strength. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

📌 Reconciliation Technology Manager (Newfoundland and Labrador)
🏢 Intact Financial
📍 Newfoundland and Labrador