Customer service and compliance supervisor

2023-05-25

Are you a positive and rigorous change agent? Are you recognized for your management skills and passionate about customer service? Would you like to work in a human and dynamic environment? Then this job is for you!

ROBIC is looking for a dynamic supervisor to mobilize and develop our customer service team. Reporting to the Director of Operations, your primary mission will be to manage our customer service team of seven (7) people with different levels of experience. In this role, you will ensure that your team achieves the firm’s strategic objectives, while ensuring the quality of deliverables and customer service.

Founded in 1892, ROBIC is an internationally renowned firm of professionals with a wide range of skills, including lawyers, scientists and engineers specialized in intellectual property and business law.

WHY JOIN ROBIC?

To be part of a human and dynamic team;
To interact with your colleagues at many social events;
To have access to our half-Friday program, allowing you to leave at 12:30 p.m. every other Friday;
To be able to work from home up to three (3) days a week;
To have access to a variety of benefits: group insurance, employer-sponsored pension plans, sick days, service recognition program, cell phone provided, telemedicine system, employee assistance program, etc;
To access advancement opportunities;
To develop your management skills through personalized coaching and customized training;
To be part of a team where your vision and ideas are valued;
To work in a bright new workspace, completely renovated and easily accessible by public transport, where coffee is free at all times.

MAIN RESPONSIBILITIES

Management responsibilities (70%) :

Supervise the customer service team, which includes file opening, conflict of interest research and customer service departments;
Organize and facilitate team meetings;
Answer complex questions from team members and external stakeholders;
Implement internal control measures to ensure quality of customer service and data integrity;
Manage customer complaints and ensure that solutions are proactively put in place to resolve the issue, and that it does not occur again in the future;
Ensure compliance with internal procedures and deadlines;
Implement new best practices to improve the quality of services rendered to customers;
Implement changes to speed up file opening for new customer transfers, while improving the customer experience;
Train and support team members in the development of their skills related to best practices in terms of customer service;
Implement a procedure to optimize the integration of new customers;
Provide feedback to team members to develop their skills and ensure ongoing training;
Collaborate with other teams in the administration area to implement improvements to enhance the customer experience;
Monitor and develop performance indicators for the team;Propose strategic recommendations to improve processes, customer service levels and team performance.

Human resources responsibilities (30%):

Participate, in collaboration with Human Resources, in interviews when recruiting a candidate for a team position;
Participate new employees’ onboardings;
Manage problematic situations within the team in collaboration with the Human Resources team;
Approve overtime, vacations and absences;
Participate in annual performance meetings with team members;
Mobilize team members towards a common goal and act as an agent of positive change.

REQUIREMENTS

A minimum of five (5) years’ experience involving customer service;
Bilingualism;
Knowledge of legal compliance and file opening (an asset);
Experience in team management (an asset).

SKILLS

Inspirational leadership;
Strong customer service skills;
Judgment and analytical skills;
Ability to listen and communicate;
Priority management and organizational skills;
Team spirit;
Process optimization skills;
Professionalism and discretion.

Our firm is a proud member of the LLD (Legal Leaders for Diversity and Inclusion) network. By being part of this network, we confirm our commitment to offering all our team members an inclusive work environment that values diversity, equity and inclusion, and in which everyone feels welcome and can develop their full potential. We believe and adhere to the principle of employment equity. As such, we encourage all qualified candidates who represent the diversity of our communities to apply.

The position is available immediately. We look forward to meeting you!