Senior Manager, Digital Operations

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Job Title:
Senior Manager, Digital Operations
Position ID:
J0920-0276
Job Type:
Permanent Full Time
Division:
Digital
Region:
Atlantic
Posting Language:
E
Job Category:
Digital
Number of Positions:
1
Closing Date:
30/09/2020

Keeping You Moving

RSA is one of the world’s leading multinational insurance groups with over 300 years of experience and over 20 million customers worldwide.Our people are committed to building a dynamic internal culture where our people love what they do and feel motivated to keep things moving – for customers, for their colleagues and as part of their own growth and development. In RSA, employing positive people is how we achieve success. You will be working in an environment that encourages you to do great work and you constantly will be faced with fresh challenges that have a direct impact on our business. We believe your personality and passion will keep RSA and our business moving forward. At RSA we have a culture that supports and rewards high performance with a competitive reward policy for top performers. Our rewards package includes competitive compensation, work / life balance, opportunities to learn and the chance to make a difference working for a worldwide industry leader.At RSA Canada, our purpose is to Make Life Better Together and we do that every day through our commitments to our people, our customers and our partners. We are committed to fostering an inclusive, fair, and accessible environment where every team member has the opportunity to reach their full potential and where everyone feels comfortable being their true selves. We hire on the basis of merit and we are committed to inclusive, barrier-free recruitment and selection processes, as well as equal access to training and promotion opportunities.

Position Overview:

The Senior Manager, Digital Operations will act as an advocate and champion for digital, focused on customer experience and building digital channel capabilities. The successful candidate will work within the Johnson Digital Leadership team to manage the overall performance of our digital channel to meet business needs and customer expectations.
They will lead a team of Digital Product Owners to execute project and initiatives.

You have a strong understanding of the consumer/direct insurance industry and understand the customer and financial benefits that can be derived from excellent digital channel customer service. You are effective in stakeholder and relationship management and take ownership of all issues within your portfolio. You constantly look across the business, the industry, and the technical landscape for opportunities to do things better. You enjoy quickly trialing new ideas and pushing the envelope to challenge the status quo. You use data and customer feedback to evaluate and improve upon your ideas quickly and iteratively.

Who you are

Your enthusiasm is infectious. You challenge the status quo. You find solutions to problems. You go the extra mile to exceed customers’ expectations. You get things done the right way. You represent our brand with passion and pride. You are a team player. You have fun and you make work fun for those working around you.

What you will achieve in this role

• Working with the Digital team to lead the development and implementation of online customer tools, procedures and processes into the Johnson business
• Lead initiatives to increase customer engagement and online service performance
• Work closely with operational teams to ensure smooth capability and tool rollout and adoption
• Measure and optimize the digital channel customer service journeys
• Identify opportunities to enhance digital service and customer experience
• Contribute to long-term strategy and adoption between operations and digital teams
• Advise Digital team on operational issues and opportunities
• Advocate use and adoption of digital channels to increase customer satisfaction and service levels

What you bring to this role

• 2+ years’ experience in Scrum/Agile/Kanban methodologies
• 5+ year’s software development experience
• Experience in leading technology teams to deliver outstanding results
• Understanding of customer experience, online customer journeys
• Strong knowledge of digital customer service tools, best practices
• Solutions oriented mindset
• Stakeholder management
• Change management
• Experience in the financial services or insurance industry would be an asset

Other Information

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.We thank all applicants. However, only those selected for an interview will be contacted.We invite you to learn more about us at our Career Site, www.rsagroup.ca, where you can apply on line. RSA group of Companies is strongly committed to diversity and welcomes applications from visible minority group members, women, Aboriginal persons, and persons with disabilities, members of the LGBT community, and others who may contribute to the further diversification of ideas.RSA group of Companies will provide reasonable accommodation for qualified individuals with disabilities in the job application process.If you have difficulty using our online application system and you need an accommodation due to a disability, please email AODA@RSAGROUP.CA or call us at toll free 1 (800)-855-0511. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.

Johnson is an equal opportunity employer. We thank all applicants for their interest. However, only those selected for an interview will be contacted.