Job SummaryWe are looking for a Unit Manager, Operations for a 12‑month secondment to join our growing team. The role is based in our Mississauga office with a hybrid model (3 days a week). The schedule is 35 hours per week, and may include occasional Saturdays or statutory holidays.Compensation & BenefitsSalary range (based on a 35‑hour workweek):$80,700 – $98,700Annual bonus target: 12% of base salary (potential payout up to double the target).Share plan & other savings: up to 12% of salary or more (guaranteed income for life via defined benefit pension plan).Additional benefits include telemedicine, wellness account, flexible work arrangements, hybrid work model, and three additional paid day off up to 5 extra days per year.ResponsibilitiesLead, coordinate and supervise the activities of the team by organizing, planning and controlling optimal use of personal, material and financial resources.Manage team performance in accordance with company policies, ensuring continuous training and compliance with customer experience standards.Oversee quality of phone service, controlling cost and productivity in line with customer service centre objectives.Ensure the quality of service to customers by supervising team members and meeting standards to achieve centre objectives.Identify issues, propose solutions, implement changes and recommend improvements to service quality, operations, or risk management.Supervise social media watch and handling of customer requests to ensure responses or routing within prescribed deadlines.Participate in multidisciplinary committees for special projects and digital initiatives, plan strategic elements, ensure smooth deployment,



forecast call impact, and optimize processes to control costs.Qualifications and ExperienceHolding an OTL license is mandatory; a West license ispreferred, and candidates must be willing to obtain both West license and Level 2 certification within six months of hire.Significant knowledge of Property and Casualty insurance is required.Completion of at least two CIP courses, or willingness to complete them within six months of start date.Experience in management, coaching, training or mentoring, ideally in a contact‑center environment.Strategic planning skills with a global vision and opportunity identification for optimization.Positive, inspiring, visible leadership on the floor.Ability to create an engaging, inspiring work environment.Strong time‑management and organizational skills.Proficiency in change management.Excellent communication and listening skills.Collaboration and quick learning to work effectively in a team and share ideas.Analytical skills for interpreting results.Equal Opportunity & Accessibility StatementWe are an equal‑opportunity employer. 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. We also provide accommodations for employees with disabilities. If you require an adjustment to the recruitment process, please let us know.We do not provide sponsorship or support for immigration‑related matters. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment.#J-18808-Ljbffr

📌 Unit Manager, Sales & Operations (12-Month Term) - C$80,700 - C$98,700 A Year (Winnipeg)
🏢 Intact Financial
📍 Winnipeg