Senior Service Manager Category Customer Service Location Markham, Ontario
Demand For HR Inc
Markham, Ontario, Canada
On-site
Proven leadership in service or retention teams
Experience with complaints and qa management
Strong understanding of personal lines insurance products
Demand For HR Inc is seeking a Senior Service Manager to lead customer service operations in their Customer Care team in Markham, Ontario. The ideal candidate will have proven experience in service and retention leadership, particularly in insurance or financial services, and will focus on enhancing customer experience and retention strategies
Job Summary
This role is responsible for leading servicing, retaining, and delivering exceptional customer service within the Customer Care team for an insurance product offering.
The successful candidate will drive retention performance including renewal saves, cancellation prevention, and win-back service strategies across national inbound service teams.
You will oversee the end-to-end complaint operating model ensuring timely resolution while using insights to remove failure demand and improve customer experience.
Matching Summary
Match Score: 85
Demand For HR Inc is seeking a Senior Service Manager to lead customer service operations in their Customer Care team in Markham, Ontario. The ideal candidate will have proven experience in service and retention leadership, particularly in insurance or financial services, and will focus on enhancing customer experience and retention strategies.
Skills & Requirements
Must-have
Proven leadership in service or retention teams
Experience with complaints and QA management
Strong understanding of personal lines insurance products
Ability to balance customer care with risk and cost outcomes
Data-driven approach to service improvement
Nice-to-have
Calm under pressure and decisive decision-making
Courage to challenge and humility to listen
Experience developing future sales or service leaders
Passion for removing friction from customer journeys
Key Requirements
Leadership experience in insurance service environments