Capgemini - Operations, Senior Associate

Job Description

Job Title: Operations – Senior Associate, Bilingual

Department: Shared Services

Reports To: Assistant Manager

Job Location: 120 Eileen Stubbs Avenue, Dartmouth, Nova Scotia

Job Type: Full time, Permanent


To provide a high level of accurate administration and customer service in the New Business, Proprietary/Non-Proprietary Functions. Committed to embrace customer service values and goals, deepen client relationships, become innovative, and be accountable for performance metrics. Demonstrate collaborative relationships with all clients and service partners, and a great level of skill and knowledge in the job.


  • Responsible for the timely and accurate completion of all work related to Account Management for Advisors within Life Insurance

  • Provide Superior Customer Service to our Advisors

  • Act on Advisor requests for profile changes, along with urgent and complex cases, taking appropriate action in accordance to the request and contractual agreement to assure Advisor satisfaction.

  • Strong Analytical Skills

  • Adherence to standard operating processes and procedures and quality guidelines

  • Follows through on all outstanding items in a timely basis as per service level agreements. Commitment to take ownership and to resolve advisor issues and concerns to the satisfaction of the client and business unit.

  • Resolves escalated/complex policyholder and/or broker issues

  • Adaptable to changes in processes and procedures

  • Focuses on team goals and personal development items

  • Willing to learn new tasks and systems as required

  • Supports the mentoring, coaching, training and developing of junior/new staff in their goals to achieve performance expectations

  • Operate within company and legal regulations regarding PIPEDA, fraud, confidentiality, and private health information.

  • Work schedule is based on business requirements


  • Post-Secondary College / University Degree or equivalent


Ability to

  • Present and facilitate training content to ensure understanding by varied audience

  • Read and interpret documents such as policies and operating and procedural manuals.

  • Write/amend routine correspondence to the insured providing policy details

  • Speak effectively and professionally to clients, external stakeholders and employees of the organization.

Fluency in spoken and written English and French is required.

#bilingual #operations

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