Director, Customer Service Centre

Job Description


Key AccountabilitiesNote: This section is not intended to be an exhaustive list of duties and responsibilities – other duties and responsibilities may be assigned.Issuer and Customer Support – Payables/ReceivablesOversees the delivery of customer service and support to issuers and the public for the AutoPay Program, AF receivables and financials, vehicle error corrections and cancellations.Establishes departmental policies and procedures, which must comply with CEO/CFO certification requirements and meet Canadian Payment Association data security standards.Oversees the collection and processing of receivable payment transactions. Reviews and approves financial write-offs in excess of $200.Administers the Customer Payment Plan (CPP) for customers with overdue Auto Fund debts.Establishes, monitors, and maintains financial and business process controls over payment receipts, the AutoPay program, and issuing operations for applicable issuer codes.Prepares, monitors, manages, and reports on departmental budgets, including budget variance analysis.Participates on AF and corporate projects that impact AF financials (e.g., AF rate programs, mid-term refunds and program rebates), developing change management strategies, implementing, and supporting program/policy changes, and leading continuous process improvement.Assesses the privacy impact of programs and policies and prepares privacy impact assessments (PIA).Ensures departmental operations are economic, efficient, and effective and that improvements are sought on a regular basis.AutoPay ProgramManages the administration and delivery of the automatic withdrawal program for vehicle registration premiums (AutoPay) program.Research emerging trends, analyzes and interprets data and identifies opportunities for improvements and changes.Maintains ongoing communication with internal and external stakeholders.Initiates and develops changes and improvements to the program, policy and/or processes, and leads the implementation of the changes. Streamlines program delivery models by incorporating LEAN methodology to provide ongoing cost-effective methods of program delivery.Tracks and reports on customer satisfaction and incorporate customer feedback into program development and support.Monitors program delivery expenses and prepares analysis.Creates, coordinates and/or reviews reporting for the division, management committee, the Crown Investment Corporation (CIC), the Minister’s office and/or other related departments or agencies.Establishes departmental policies and procedures.Issuer and Customer Support – Customer Service CentreOversees the delivery of customer service and support for vehicle and driver licence issuing and associated programs to motor licence issuers, law enforcement and the public.Manages the operation of the corporate switchboard to ensure calls are routed correctly and efficiently.Interprets and applies legislation and regulations to evaluate compliance on a case-by-case basis.Tracks and reports on customer satisfaction (anecdotally, Customer Touchpoint Data Capture, call monitoring) and incorporates customer feedback into program development and support.Designs, develops, implements, and maintains key departmental/divisional metrics and related reporting of CSC performance indicators to ensure the customer experience is helpful and consistent.Liaises with external agencies, including the Department of Justice, law enforcement agencies, SK Finance, the Office of the Ombudsman, SaskTel, and the Highway Traffic Board.Collaborates and participates in the development and implementation of cross-divisional projects (e.g., MySGI).Approves and monitors program delivery expenses and prepares variance analysis.Customer Experience ManagementEnsures that frontline staff receive timely communication and training on new programs and policies, in order that they can provide consistent information, consistent service and a consistent experience.Collaborates with internal stakeholders to evaluate and incorporate CSC customer feedback to assist in identifying product and issuing improvements.Works closely with AF management and other areas to ensure customer insight, captured anecdotally, in call monitoring and in data capture, is considered in strategic objectives and planning.Manages, monitors, and evaluates the customer experience, ensuring it meets divisional and corporate expectations. Provides direction, advice and guidance to frontline employees and issuers on complex customer transactions.Oversees support for online services.Oversees and assists with the delivery of face-to-face and phone transactions/inquiries.Responds to customer complaints and situations of unusual or difficult nature (face-to-face, over the phone or in writing), where a high level of customer dissatisfaction exists.People LeadershipBuilds a high performing workforce by actively leading human resource activities.Ensures development of divisional succession plans.Builds a culture of leadership and accountability to effectively deliver on strategic and corporate strategies, ensuring integration with employee performance development and career development plans.Drives performance through team members and is committed to leadership development across the company, supporting employees and workforce readiness through mentoring, training, and developmental opportunities.Corporate ManagementEnsures programs and policies are in alignment with corporate, strategic, and divisional strategies. Manages risk in area of authority.Prepares, reviews, manages and/or approves departmental/divisional budgets.Prepares decision requests, decision and/or information items and/or SGI board items.Ensures that the Health, Safety and Emergency Management Policy is applied in area of responsibility, including development, implementation and managing of program components specific to departmental health and safety requirements. Makes decisions for departmental operations that are efficient, effective and in alignment with strategic direction and priorities.Ensures department and program policies, procedures and guidelines are in compliance with applicable federal and provincial legislation and regulations; implements and evaluates changes to legislation and regulations in area of authority.Establishes and maintains an effective system of internal controls to support reliable financial reporting and compliance in accordance with applicable laws and regulations within the span of control and communicates the importance of internal controls to staff.Education and ExperienceFour-year degree from an accredited post-secondary education institution in a relevant field of study such as Business Administration.Ten years’ experience comprised of six years leadership experience with increasing responsibility and four years’ experience in developing and maintaining strategic working relationships. Knowledge, Skills and AbilitiesKnowledge of, and skill in interpreting and applying, provisions of the Automobile Accident Insurance Act, the Traffic Safety Act, the Freedom of Information and Protection of Privacy Act, SK Provincial Sales Tax (PST) and related legislation and regulations.Knowledge of, and skill in analyzing, implications of how the SGI registration and licensing system (SAM) operates.Knowledge of, and skill in applying and interpreting, motor licensing policies and procedures related to driver licensing, vehicle registration and/or issuing permits.Knowledge of project management methodologies and techniques required to plan, manage, and execute projects.Knowledge of the services provided by the division and partner agencies and associations.Knowledge of and skill in utilizing analysis methodologies and application.Knowledge of the insurance industry, SGI CANADA products and the broker/issuer delivery modelKnowledge of claims practices and procedures.Knowledge of and skill in establishing and interpreting indicators used to assess the department’s operational effectiveness and financial condition.Ability to prepare and deliver effective presentations.

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