Team Lead, Member Experience Centre

Saskatchewan Blue Cross®, one of Saskatchewan’s Top Employers, is currently recruiting for a full-time temporary Team Lead to join our team in the Member Experience Centre. This position requires the ability to be in-office based out of our Regina office. This is a temporary position for up to 9 months with the possibility of extension. Job Function If you are passionate about providing exceptional customer service, have an interest in the insurance industry, and enjoy leading and providing mentorship to a team, then we’re looking for you Reporting directly to the Manager of the Member Experience Centre, the Team Lead is responsible for leading the day-to-day operational needs of the Member Experience Department, ensuring the achievement of departmental and individual goals, projects, and objectives. This role is responsible for overseeing the delivery of a high-quality client service experience for Saskatchewan Blue Cross members and for the development and management of staff. This position supports and assists the department Manager with resource planning, scheduling, improvement, quality, and timelines of department procedures and standards. The Team Lead oversees the work of direct reports, including performance management and coaching, and participates in the hiring, selection, and onboarding process. WHY CHOOSE SASKATCHEWAN BLUE CROSS? We’re driven by a mission to empower communities on their journey to whole health and wellness and have a lot of exciting things ahead of us. We’re improving our members’ experiences through investment in our people, technology, services, and products. When you join our team, you’re joining an organization where employees are valued, recognized for their contributions, and empowered to make us stronger. The wellbeing of our employees, our members, our partners, and our communities is at the heart of our operations. Our industry is evolving fast, and so are we We’re looking for people who: Share our values Believe that creating great experiences is totally within their control Collaborate and always set others up for success Build positive relationships and an understanding of what people’s needs are See solutions and possibilities (not problems) Are simply outstanding at what they do Duties & Responsibilities Oversee operational delivery of the Member Experience Centre Customer Services delivered by the team including: Customer service interactions received by the Member Experience Centre team in-person, by phone, mail, email, etc. Monitor, maintain, and provide ongoing evaluation of the delivery standards including accuracy, quality, and timeliness Recruitment, selection, skill development, and performance management (quarterly and annual reviews) of direct reports Responsible for daily workforce management of Member Experience Centre staffing to meet service levels Conduct professional and respectful handling of escalated customer issues and appeals from Member Experience Centre Specialists Provide subject matter expertise on Member Experience Centre services and issues Promote and communicate Member Experience Centre services both internally and externally Develop and execute initiatives Research, develop, and maintain practices and processes including departmental measures Participate and represent the department on various internal and/or external committees or initiatives as required Support the Manager, Member Experience Centre in: Effective use of technology and/or other departmental resources Development, implementation, and continuous improvement of processes, quality, and standards Departmental resource planning, including staffing and operational budget Building effective relationships with key resources and partners Remain abreast of industry standards and best practices Model and support strict adherence to confidentiality guidelines Other duties and projects as assigned Qualifications & Skills Completion of a two-year Diploma or Certificate from an accredited post-secondary institution in a relevant field, or an equivalent combination of education, training, and experience is required 3 to 5 years experience working within the insurance industry and/or a contact centre environment Familiarity with and adherence to Saskatchewan Employment Legislation Provide exceptional member experience to all Saskatchewan Blue Cross members, staff, and external stakeholders Coordinate, assign, and review workloads of self and others Proven organizational skills and the ability to efficiently manage multiple projects and tasks with competing deadlines in a fast-paced environment Excellent communication and interpersonal skills, including thorough knowledge of business, proficiency with the English language, spelling, punctuation, grammar, and arithmetic Exceptional organizational, research, and analytical skills with the ability to summarize information into reports and other documents Strong working knowledge of Microsoft Office 365 with the ability to understand and learn new systems Proficient leadership skills, including motivating, developing, coaching, and leading teams Ability to provide team members with guidance and constructive feedback to work-related questions and performance Demonstrated problem-solving skills with the ability to determine root causes and provide recommendations to management, staff, and stakeholders Talent to collaborate across the organization, seeking to understand the interests of others, and support the collective mandate of Saskatchewan Blue Cross Capacity to build and foster mutually beneficial relationships with stakeholders Firm adherence to privacy and confidentiality standards and practices Legally entitled to work in Canada on an unrestricted basis Criminal Record and background check satisfactory to Saskatchewan Blue Cross Saskatchewan Blue Cross is an equal opportunity employer committed to diversity and inclusion and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We are also deeply committed to Indigenous inclusion. We recognize the importance of lived experience, cultural knowledge, and traditional leadership. These are valued alongside conventional qualifications as part of our holistic approach to recruitment. #J-18808-Ljbffr