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Group Benefits Manager
2 weeks ago
THE ROLE
The Group Benefits Manager is a technical insurance expert responsible for providing leadership and coaching to the service and technical teams.
You are a group benefits whiz with extensive industry knowledge, focused on processes and workflow. In Group Benefits, we are trusted advisors who mitigate risk.As a manager in the group benefits space, you are a knowledge bank, who is a congenial and cooperative teammate with an efficient, precise work ethic with exceptional problem-solving skills.
You are a Guardian:
- You like detailed, skill-based work and support the team to ensure things don't fall through the cracks and you follow up to ensure service commitments are made and kept on time.
- You are approachable, naturally empathizing with people, easily seeing their point of view or understanding their emotions.
- You are accommodating; most comfortable working with others, often puts team/company goals before personal goals.
WHAT YOU'LL DO:
- Most importantly, you will lead by example, live our values, and drive business relationships for the company by providing exceptional customer service and technical mentorship;
- A key emphasis on building rapport and relationships through internal mentorship and external client relations;
- Overseeing and mentoring client executives, specialists and analysts including fostering their career development and technical growth;
- Determine customer needs, respond to complaints and inquiries, support the team with client escalations;
- Hands on day-to-day coaching of employees on process and procedures;
- Provide overall support and guidance to the service team as well as act as the lead point of contact for any technical assistance required;
- Work alongside the Leadership team to develop and improve on current review process to provide appropriate direction, coaching and counselling in the areas of growth;
- Under the direction and assistance of the Leadership team to ensure that training and/or performance concerns are identified and that appropriate plans are in place and monitored on a regular basis;
- Actively participate in appropriate community and/or business/social functions;
- Ensure that an excellent standard of customer service is consistently delivered by the entire team;
- Lead by example by providing the highest standard of service (exceeding the service guidelines) to staff and external clients where applicable;
- Work alongside the sales team to support organic growth targets;
- Support and/or lead company initiatives and projects;
- Other duties as required.
WHAT WE REQUIRE:
- Demonstrated breadth of knowledge across group benefits and depth within key industry sectors;
- An academic background consisting of post secondary education, certificates, industry programs, such as CEBS or working towards;
- LLQP License obtained;
- A deep understanding of market trends, products, and processes within the industry.
- Solid mentorship skills and teaming capability; the ability to lead and motivate, delegate, and rally colleagues;
- A well-defined sense of diplomacy and business acumen with a focus on customer service and the overall client experience;
- Skill in analysis, problem solving, critical thinking, decision making, teamwork, communication, innovation, and adaptability;
- Experience with EPIC or other CRM platforms considered an asset;
- Advanced skills in Microsoft Office Suite.
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