Retail CSR at Park Insurance providing personal lines insurance in Burnaby. Responsible for sales, customer service, and insurance evaluation duties.
About the role
- Global Lead for Managed Services delivering sustainability solutions for Fortune 500 clients. Overseeing operations, performance, and team management with a focus on technology-enabled models.
Responsibilities
- Own end-to-end managed service operations across regions, delivering recurring, programmatic services that combine process-driven execution with domain-led analysis and insight.
- Design and operate scalable, technology-enabled delivery models that integrate digital platforms, AI-assisted workflows, and globally distributed service teams.
- Build, scale, and lead delivery centers in Colombia and the Philippines, establishing structured operating rhythms, knowledge-based workflows, and capacity models aligned to long-term client programs.
- Orchestrate resource allocation, delivery handoffs, escalation paths, and service continuity across multi-disciplinary teams performing both operational and analytical work.
- Define and own KPIs spanning service performance, cost efficiency, margin, quality, client satisfaction, talent development, and scalability.
- Partner with HR on hiring, onboarding, and capability development, including training teams to execute standardized processes while applying technical judgment and subject-matter expertise.
- Work cross-functionally with Digital, Advisory, Growth/Sales, Finance, and Operations leadership to align platforms, expertise, and delivery models into a cohesive, scalable service offering.
- Lead through influence in a global, matrixed organization and foster a culture of accountability, continuous improvement, and operational discipline.
- Partner with Digital teams to deploy and operationalize AI-enabled capabilities that enhance both transactional efficiency and knowledge-driven outputs (e.g., automated validation, analytics augmentation, insight generation).
- Embed automation into repeatable workflows while enabling experts to focus on interpretation, exception handling, and value-added analysis.
- Establish human-in-the-loop delivery models that balance scale, accuracy, and professional judgment.
- Drive continuous improvement using data-driven methodologies drawn from both digital operations and scaled service environments, increasing throughput, consistency, and quality without proportional cost growth.
Requirements
- 10+ years experience in managed services, BPO/KPO environments, SaaS-enabled operations, or platform-enabled professional services, preferably supporting complex enterprise clients.
- Proven track record scaling recurring, process-driven service delivery models that combine operational execution with analytical or domain-led outputs.
- Experience leading distributed or offshore delivery teams, ideally in Colombia, the Philippines, or similar global delivery locations.
- Experience integrating digital platforms, automation, or AI into service environments to improve efficiency and scalability.
- Experience working with Fortune 500 or similarly complex global organizations, managing long-term programs involving regulatory, product, or supply chain data.
- Experience partnering closely with digital, product, or technology teams without direct ownership, translating platform capability into operational services.
- Strong operational and systems thinking, with the ability to design and run scaled, repeatable delivery models that balance efficiency with expert judgment.
- Experience applying AI, automation, workflow orchestration, or data platforms to enhance both transactional processes and knowledge-based outputs.
- Comfort managing KPIs, dashboards, SLAs, and performance metrics in high-volume, high-complexity service environments.
- Familiarity with operating in data-sensitive or regulated environments, including implementation of data governance, confidentiality, and security protocols.
- Strong analytical and problem-solving capabilities, with the ability to translate operational data into performance and growth improvements.
- Exceptional written and verbal communication skills, with the ability to engage both operational teams and senior client stakeholders.
- Strong interpersonal and stakeholder-management abilities across global, matrixed organizations.
- Proven ability to lead multidisciplinary teams delivering a blend of process execution, technical analysis, and client-facing outputs.
- Experience fostering cultures of accountability, continuous improvement, and operational discipline across distributed delivery environments.
- Comfortable operating in fast-evolving, growth-oriented environments where services, technology, and client needs continue to scale and mature.
Benefits
- Comprehensive and competitive group health, dental, and vision insurance plans for you and your dependents
- FSA (Flexible Spending Account) benefit (US only)
- Anthesis provides 100% Basic and Voluntary Life Insurance and Accidental Death and Dismemberment (AD&D) Insurance benefit.
- In addition, Anthesis covers 100% of Short & Long‐Term Disability Insurance benefits.
- Anthesis provides a 3% contribution into retirement plans, and you may elect to contribute more each pay period with a pre‐tax deduction up to a certain cap.
- Anthesis provides Employee Assistance Program and Travel Insurance
- Annual allotment of PTO, in addition to 56 hours of sick leave, paid company paid holidays, and more.
- An opportunity to participate in the Anthesis Employee Participation Plan (EPP), an industry-pioneering employee incentive plan that allows all employees to be rewarded for the growth in the equity value of Anthesis.
- Work within a highly motivated team in an innovative and rapidly growing global company.
- Opportunity to have a direct impact and be a key part of the growth and development of the business and the team.
- Work collaboratively on projects that have an impact on the sustainability and climate change goals/challenges for clients.
- Opportunity to work alongside of, collaborate with and learn from sustainability Subject Matter Experts (SME) who are passionate about the work they do and the impact Anthesis can have.
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