Career Opportunities
Keeping You Moving: RSA is one of the world’s leading multinational insurance groups with almost 300 years of experience and over 20 million customers worldwide.RSA Travel Insurance Inc. provides a full range of travel and health insurance products to students, groups, individuals and expatriates.
We 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. Employing positive people is how we achieve success. You will be working in a flexible and dynamic environment that encourages you to do great work and to deliver memorable service to our customers. You will have the right tools to do a fulfilling job and maintain a life outside work. At RSA, we have a culture that supports and rewards high performance with a competitive reward policy for top performers.
Interested in moving forward with RSA?
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Job offers
- Customer Service – Travel Sales
- Customer Service – Client Services
- Program Management Officer (PMO) – Ops and IT
- Project Manager – Operational Excellence Management
- Team Leader – Client Services
- Work Force Planner
- Product Manager - Underwriting
- Underwriter
For more career opportunities, please visit www.rsagroup.ca
Customer Service – Client Services
As a member of our Client Services team you will answer customer service inbound calls for the purpose of supporting distributors and field sales representatives selling various insurance products. You will process policy applications and perform all related administrative tasks. If you enjoy a mix of customer service and administration where attention to detail is key, this role may interest you.
- Day, evening, and weekend (Saturday) availability required
- 37.5 hours/week
- Bilingual written and spoken French & English
- Proficiency in the Microsoft suite of products, especially Excel
- Education level: College
- Min. 1-2 years’ customer service experience required
- Analytical, problem solver, attention to detail
- Superior communication skills
Customer Service – Travel Sales
As a member of our Travel Sales team you will answer inbound calls for the purpose of assessing the needs of our customers in order to provide the most comprehensive coverage from our variety of travel insurance products, while maintaining an exceptional level of quality and customer service. If you enjoy educating and selling to clients over the phone, this role may interest you.
- Day, evening, and weekend (Saturday) availability required
- 37.5 hours/week
- Bilingual written and spoken French & English
- Proficiency in the Microsoft suite of products
- Education level: College
- 1-2 years’ sales experience required; additional customer service experience an asset
- Excellent communication skills
Program Management Officer (PMO) – Ops and IT
Position Overview
Reporting to the Director of Ops and IT this position exists to manage medium to large size projects from conception to delivery. This role supports top management with significant projects that have to be achieved with specific criteria in a specific context. You will coordinate projects aligning them to business goals and communicate the progress to the appropriate stakeholders on a regular basis. You are accountable for ensuring the project is delivered within budget
Who you are
You excel at stakeholder management and have strong influencing skills. You proactively gathering information are result oriented and you have an adaptable leadership style in order to motivate and challenge. You have a PMP certification and/or extensive experience related to this role.
What you will achieve in this role
- Provide support to the Director Ops and IT
- Ensures the appropriate governance is applied to projects through monitoring the creation and approval of prescribed documents and gathering and analyzing status reports on individual projects
- Prepares and distributes status pack, spend reports, agenda, and other documents as required, attends the meetings and produces minutes
- Provides support and training to Project Manager and Operational Excellence team on project management processes, tools, and templates
- Expert knowledge of Travel Insurance coverage within products and services
- Building relationships in a dynamic culture
- Empowerment to challenge status quo, do the right thing in getting the job done
- To exceed targets on all standard quality assurance expectations
- Deliver Brilliant service by ensuring that the solution meets client expectations and adds value to the business
- Create a positive climate of collaboration
- Contribute to team success by consistently leveraging RSA Brand Beliefs and best practices
What you bring to this role
- University or college degree/diploma or equivalent training or experience
- PMP or equivalent experience with a willingness to maintain these skills even if reasonable amount of time is required outside of work hours
- 10+ years related experience
- Thorough knowledge of Project Management practices
- knowledge of various SDLC models considered an asset
- For technology projects, useful to have knowledge of at least one major area of technology (e.g. Mainframe development, Web development, Business Intelligence, Data Warehousing)
- Proficiency in the Microsoft suite, MS project and ease with computer systems
- Effective documentation and communication skills
- Organizational skills; able to prioritize work and meet deadlines
- Proven business acumen and the ability to make difficult project decisions
- Must be bilingual (English and French) written and spoken
- Strong financial acumen
- Excellent influencing and negotiating experience and skills including stakeholder management
- Ability and willingness to work under pressure for sustained periods of time on potentially multiple projects
- Insurance industry experience is considered an asset.
Other Information
Must be available for occasional travelling, evening and weekend work (maybe required for support purposes or to meet deadlines)
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.
RSA values diversity.
Project Manager – Operational Excellence Management
Position Overview
Reporting to the Operational Excellence Manager this position exists to manage small to medium size projects from conception to delivery. You will track, monitor, and communicate project progress against the project management plan, requirements, quality measures, standard processes, and milestones. Business projects examples include; product reviews, product re-launches, new product development and customized client implementations. Additionally, this role exists to align the organization with the wants and needs of clients to ensure brilliant service.
Who you are
You are a rigorous, structured individual who enjoys working on multiple projects simultaneously. You challenge the status quo. You find solutions to problems. You have excellent influencing and negotiating experience and you are experienced in stakeholder management. You are flexible and open to change. You have good interpersonal and leadership skills to motivate people to work together to achieve results.
What you will achieve in this role
- Provide support to the Operational Excellence team
- Plans and directs small to medium sized projects of moderate complexity
- Develops project management documents and plans including: Project Charter, Scope, Schedule, Cost, Quality, Staffing
- Manages scope and mitigates risk across projects
- Report project status, finances, schedule and risks to all sponsors, stakeholders and management
- Provides formalized, continuing work direction and leadership to an assigned team that may include business experts, developers, business analysts, and technical specialists including the scheduling, assignment and review of project work
- Effectively resolves project related issues, facilitates/negotiates resolution with key project stakeholders and escalates/communicates issues appropriately Maintain contact with all business unit of the company
- Expert knowledge of Travel Insurance coverage within products and services
- Building relationships in a dynamic culture
- Empowerment to challenge status quo, do the right thing, get the job done
- To exceed targets on all standard quality assurance expectations
- Deliver Brilliant service by ensuring that the solution meets client expectations and is value added for the business
- Create a positive climate of collaboration
- Contribute to team success by consistently leveraging RSA Brand Beliefs and best practices
What you bring to this role
- Bachelor degree or equivalent experience required
- 3-5 years related experience
- Thorough knowledge of Project Management practices
- Effective documentation and communication skills
- Organizational skills; able to prioritize work and meet deadlines
- Proven business acumen and the ability to make difficult project decisions
- Proficiency in the Microsoft suite, MS project and ease with computer systems
- Must be bilingual (English and French) written and spoken
- Ability and willingness to work under pressure for sustained periods of time on potentially multiple projects
- Insurance industry experience is considered an asset
Other Information
Occasional evening and weekend work maybe required for support
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.
RSA values diversity.
Team Leader – Client Services
Position Overview
Reporting to the Director of Client Services you will manage a team of Customer Service Representatives and Service Coordinators which answers brokers and travel agents’ inquiries for various types of service issues relating to products, information systems, claims and accounting . Your goal is to meet the customers’ needs and expectations by offering brilliant service through adherence to high quality processes and standards. You will develop and coach team members as well as create a stimulating and motivating work environment. All activities of the department will be aligned with our goal of becoming Canada’s Travel Insurer of Choice.
Who you are
You are a high performer who delivers on their objectives, provides excellent service by understanding customers’ needs, who enthusiastically supports change, who shares your expertise, who takes responsibility for your development, who actively seeks new challenges, and who can create a positive work environment.
What you will achieve in this role
- Be an ambassador for Brilliant Customer Service ensuring timely and effective communication with customers and brokers
- Coach, train and monitor the development and progress of team members
- Work closely and effectively with the other Team Leaders to achieve service targets and various projects
- Ensure work processes are well defined and quality standards are in place
- Communicate key corporate goals and monitor results
- Deliver effective performance management strategies
- Promote a continuous process improvement culture with ability to translate into clear action plans
- Provide regular progress reports and updates
What you bring to this role
- Education level: Bachelor degree with business emphasis
- Experience: Min Five (5) years supervisory experience, Contact center experience considered an asset
- Passion for outstanding customer service with a proven track record
- Performance driven management style
- Natural leadership qualities
- Time and priority management and organizational skills
- Excellent interpersonal skills with proven ability to build solid relationships
- Ability to motivate and inspire teams
- Ability to manage various files concurrently and work in a fast paced environment
- Proven coaching and mentoring capabilities with experience developing people
- Solid analytical and reporting capabilities
- Strong written and verbal communication skills; with the ability to deliver unfavorable news effectively
- Bilingual – written and spoken English and French
- Understanding and knowledge of insurance an asset
- Knowledge of Customer Contact Center tools an asset
- Proficient with the Microsoft suite – especially Excel, SharePoint and InfoPath a plus
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.
RSA values diversity.
Work Force Planner
Position Overview
Reporting to the Director Travel/Sales & Client services this position is responsible for managing all steps of the workface management process .This includes effectively managing the short, mid and long- term planning of our Customer Contact Center resources. You will ensure strategic goals and service levels are met through forecast modeling, collaborative planning, reporting and effective communication. Using the workforce management platform utilized for forecasting and scheduling you will establish statistical baseline forecasts and formulate recommendations based upon analysis of data, growth, seasonal variations and special events.
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 and enjoy interacting with various people. You thrive in a fast paced environment that relies heavily on analytics and enjoy the daily challenges of workforce management while keeping your calm. You have an analytical mind and can identify areas for improvement.
What you will achieve in this role
- Create, implement, maintain and control the workforce forecasting plans to effectively manage short, mid and long-term planning for all resource requirements.
- Plan and analyze working patterns across all functions to ensure staff utilization and shift profile accuracy is maximized.
- Work with operational leaders and performance teams across RTI to ensure that all performance management activities including training, one-to-one coaching, quality assessment and meetings are planned and managed while delivering our targeted service levels
- Proactively identify and respond effectively to issues and proposals which could impact RTI’s ability to deliver the call centre service level and targets.
- Deliver, or exceed, against agreed business performance targets.
What you bring to this role
- Bachelor’s degree in a related field (or equivalent)
- Excellent written and oral communication skills in both English and French
- Experience in a customer service environment
- Proficiency in the Microsoft suite of products (especially Excel) and at ease with computer systems
- 2 years of experience in workforce management
- Proficient with workforce management soft ware such as Total View and , Calabrio, and Telephony systems such as Cisco and Symposium
- Proven experience of managing call queues within a contact centre environment to ensure adherence to service level targets
- Proven knowledge of Call Centre resourcing tools and the effective use of them.
- Expert understanding of contact centre dynamics and the methods of call routing.
- Ability to articulate and design changes that need to be made to ensure continuous improvement with respect to workforce planning and queue management
- Track record demonstrating creativity and ingenuity in problem solving
- Ability to coordinate a wide variety of solutions ensuring the wider implications are considered at all stages.
- Decisive in decision making.
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.
RSA values diversity.
Product Manager - Underwriting
Position Overview
Reporting to the Senior Product Manager, this position is responsible for managing and delivery of the final product. Ensuring that wording and pricing is approved according to appropriate licensing authority, you will track, monitor and communicate recommendations regarding the performance of their product portfolio according to agreed upon targets. You will be responsible for the development and continuous improvement of policy wording, applications and related documentation. The Product Manager will also prepare and deliver product training internally and externally, provide clarification and support regarding product questions and language, and review the technical accuracy of sales and marketing materials.
Who you are
You are a rigorous, structured individual who enjoys working on multiple projects simultaneously. You challenge the status quo. You find solutions to problems. You have excellent influencing and negotiating experience and you are experienced in stakeholder management. You are flexible and open to change. You have good interpersonal and leadership skills to motivate people to work together to achieve results. You are detail oriented, customer oriented and results focused.
This position has flexibility of location and could be filled either in Quebec or Ontario.
What you will achieve in this role
- Provide support to the underwriting team
- Report project status, finances, schedule and risks to all sponsors, stakeholders and management
- Effectively resolves product related issues, facilitates resolution, escalating issues appropriately according to appropriate licensing
- Building relationships in a dynamic culture
- Empowerment to challenge status quo, do the right thing, get the job done
- Deliver Brilliant service by ensuring that products meet client expectations
- Contribute to team success by consistently leveraging RSA Brand Beliefs and best practices
- Ownership of product delivery and profitability, making recommendations and collaborating with the rest of the Underwriting team to assess the impact of product changes and alignment with the broader organizational strategy.
- Planning and delivery of product implementations, renewals, and reviews in accordance with an agreed upon renewal schedule, providing content (rates, medical questionnaire etc…) for system setup.
- In conjunction with the Marketing Manager, maintain an awareness of the competitive landscape and how our products fit within it, suggesting improvements when necessary.
What you bring to this role
- Bachelor degree or equivalent
- 3-5 years related experience
- Travel and specialty health insurance industry
- Bilingual
- Product management and planning
- Financial and market analysis tools
- Proficiency in the Microsoft suite and ease with computer systems
- Strong communication and interpersonal skills
- Analytical and strategic thinking
- Problem-solving skills
- Computer and statistical skills
- Leadership skills
- Creativity
- Prioritization and multitasking skills
- Influencing, negotiating and presentation skills
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.
Underwriter
Position Overview
We are looking for a highly motivated individual to underwrite a profitable portfolio of Travel and health insurance solutions that are aligned with the strategic goals of the organization while considering all risks, consequences and technical underwriting practices. The successful candidate will be solutions oriented with a positive attitude and be responsible for managing the profitability and growth of a variety of Travel Insurance products and programs through disciplined underwriting. This position has flexibility of location and could be filled either in Quebec or Ontario.
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:
- Deliver brilliant service to our clients by providing product and client support through regular reviews of product/client specific premium and claims information to identify opportunities and aid in decision making.
- Offer Sales support to our sales team by providing expertise about our products, provide knowledge of competitors and their product(s), recommend possible changes, leverage changes or trends in the market.
- Meet or exceed targets on the profitability of product growth and loss ratios by understanding various components affecting profitability and their interaction while championing their understanding within Sales/Marketing/UW/Ops.
- Underwrite a portfolio and ensure pricing and product design are approved according to appropriate authority.
- Do the right thing by ensuring underwriting is in accordance with guidelines and best practices. Act as a gatekeeper through claims monitoring and compliance with legal and ethical standards, policies and procedures.
What you bring to this role:
- Bachelor of Commerce or equivalent diploma
- 5 to 10 years of experience with a high level of technical competence in Underwriting
- Knowledge of Travel Insurance considered an asset, experience in the field of statistical analysis is a plus
- Solid knowledge of Microsoft Office (especially Excel)
- Result-oriented attitude
- Communication and Interpersonal skills
- Attention to detail
- Bilingualism (English/French)
- Understanding of risks and pricing impacts
- Ability to balance risk and customer demands
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.
RSA values diversity.