Director Group Customer Service & Operations

Empire Life

Lead operational excellence in group customer service, using data and technology to enhance service delivery for group benefits at Empire Life.

Last checked on June 14, 2026. We may earn a commission when you click through.

The position offers shape customer service at Empire Life, though the hybrid model may not fit everyone's preference.

✓ Opportunity to lead significant operational changes. ✓ Utilize technology to enhance customer experience. ✓ Work for a reputable Canadian company.

Director Group Customer Service & Operations

Empire Life

Updated 20 days ago

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Toronto Hybrid

The position offers shape customer service at Empire Life, though the hybrid model may not fit everyone's preference.

About this role

Lead operational excellence in group customer service, using data and technology to enhance service delivery for group benefits at Empire Life.

About the Company

Empire Life is a leading Canadian insurance and financial services company, dedicated to helping clients achieve financial security.

Key Highlights

✓ Drive operational excellence through data-driven insights.
✓ Evolve service delivery models for group benefits.
✓ Develop and implement customer service objectives.

💡 Honest Take: This role is ideal for strategic thinkers who thrive on data-driven decision-making but may not suit those seeking a purely remote work environment.

Pros

✓ Opportunity to lead significant operational changes.
✓ Utilize technology to enhance customer experience.
✓ Work for a reputable Canadian company.

Cons

✗ Hybrid work model may not appeal to everyone.
✗ Potentially demanding role with high expectations.
✗ Salary information is not disclosed.

Best For: Suitable for professionals with a background in customer service operations, particularly in the insurance or financial sectors.

Watch Out: Be prepared for a fast-paced environment that requires adaptability and strong leadership skills.

Apply for this position →

You'll be redirected to ca.talent.com

Expert Review

In this role at Empire Life, you'll be at the forefront of enhancing group customer service operations. The emphasis on data-driven insights means you’ll need to be comfortable analyzing metrics and translating them into actionable strategies. This position demands a balance between strategic planning and hands-on management, making it crucial for candidates to possess both vision and execution skills.

The hybrid work format offers flexibility but may not suit those who prefer fully remote positions. the lack of disclosed salary ranges could be a concern for candidates seeking transparency in compensation. According to the job listing, you’ll be responsible for evolving the service delivery model, which indicates a significant level of influence on the company's customer service strategy.

Overall, this position presents a compelling opportunity for those looking to make an impact in customer service operations. However, it’s essential to weigh the hybrid model against your work preferences and to consider the high expectations that come with such a leadership role. More details can be found on Empire Life's official job listing page.

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