Manager, Client Services

3 weeks ago

Etobicoke ON, Canada Medavie Full time

Position Type: Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Reporting to the Director, Brokerage Sales Ontario, the Manager, Client Services is responsible for leading and supporting a team of service representatives in their day-to-day operations while meeting the established standards for processing time and quality of work performed. This person works to resolve operational issues and ensures that employees have the appropriate tools and skills to perform their duties.

Through their actions, this person ensures that a healthy and positive work climate is fostered within the team. They serve as a coach for the team staff to keep employees motivated and engaged at work, while also recognizing and helping them identify their career goals for development and succession planning purposes.

Key Responsibilities:

  • Provide leadership and priority management to the team in its daily operations.

  • Manage and control the portion of the budget allocated for the team.

  • Establish performance objectives for the team. Track the quality, productivity and attendance of the employees and provide the support they need to achieve their objectives through coaching.

  • Conduct performance reviews, provide feedback and assist in the development of action plans for performance improvement when required.

  • Develop relationships and communications with internal partners using a "client-centric" approach focused on finding solutions.
    Manage submitted issues by providing timely and appropriate follow-up and resolution.

  • Foster employee engagement by mobilizing the team and creating a healthy and positive work environment.

  • Identify, evaluate and analyze processes/activities that can be improved and standardized and make the necessary recommendations.

  • Work in collaboration with various internal departments to identify and resolve complex process and/or system issues in order to provide quality service to clients and brokers.

  • Participate in the development, documentation and implementation of new procedures. Ensure that the changes implemented result in the expected improvements.

  • Meet with brokers and consultants, in collaboration with sales and service representatives, to present the Medavie Blue Cross service offering and develop business relationships with them.

  • Explain the competitive advantages of Medavie Blue Cross in terms of customer service during finalist presentations to clients.

Qualifications:

Education: University degree or college diploma in an appropriate discipline
Experience: Minimum of 4 years experience in group insurance and 5 years experience in employee management.

Knowledge & Skills:

  • Comfortable with computer systems and basic software (such as Word, Excel, PowerPoint)

  • Good knowledge of group insurance administrative systems

  • Understanding of how to build high-performance teams

  • Good interpersonal skills

  • Sense of initiative, leadership and autonomy

  • Ability to plan and organize work

  • Strong ability to learn on the job

  • Proficient at process management

  • Proficient at problem solving

#CBM1

#LI-VS1

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.

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