Customer Service Manager

Job Description

Position Description:

The Payroll Services sector mainly provides payroll management and preparation services for Canadian SMEs. It also offers specialized payroll and human resources (HR) management solutions for companies with more complex payroll environments and specialized HR needs.

Your future duties and responsibilities:

You will help people and be a positive influence. You'll bring a human touch to the relationship between customers and the company, and be their trusted advisor. On a typical day, you'll perform the following tasks:
- Supervise and coordinate the activities of a customer service team
- Recruit and train new team members
- Ensure and maintain excellent customer service levels
- Represent teams with partners and on various committees
- Propose and implement proactive solutions to optimize customer service
- Set, review, analyze and present departmental productivity standards - Improve team productivity/efficiency with an optimization and continuous improvement approach
- Take an active part in the strategy and deployment activities of certain operational projects
- Carry out periodic follow-ups and annual evaluations of members in accordance with the Member Partnership Management Framework
- Support and advise team members: provide ongoing feedback on performance and implement appropriate tools to foster member development
- Address members' performance issues and implement remedial plans where necessary.
- Set performance objectives for teams
- Analyze monthly team results to ensure that activities are carried out as efficiently and effectively as possible.

Required qualifications to be successful in this role:

College diploma (DEC) in administration, accounting or a related field, or any other combination of relevant education and experience
- Minimum of five (5) years' experience in the payroll field
- A minimum of five (5) years' experience in team management
- Demonstrates a strong ability to contribute to the development of team members
- Strong customer service skills, ability to analyze, synthesize and plan
- Ability to work with Microsoft office tools
- Excellent ability of written and spoken French (essential)
- Fluency in English (an important asset)
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Skills:

• Analytical Thinking
• Customer Service & Support

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because...
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
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