Supervisor, Health

4 weeks ago


Montréal, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

Putting the customer at the center of what we do, the Health and Dental Claims Supervisor is accountable for leading and developing a high-performing, engaged, customer-centric team by providing direction, coaching, mentoring, and development to all individuals on their team. The Supervisor is also accountable for day-to-day claims operations including monitoring of service levels and achievement of department goals through effective management of their team.

The position is expected to create and maintain strong internal and external customer relationships to meet/exceed our service level commitments and look for opportunities to improve how we service our customers. A key component of the Supervisor role is the ability to effectively recognize and reward staff, within a culture of recognition, to positively drive employee engagement. Individuals who are successful in this role are engaged, responsive, collaborative, and passionate about customers and their employees.

**Individual Accountabilities**:
**Leadership: 35%**
- Provides effective leadership, coaching/support, motivation, recruitment and development of staff
- Manages performance by providing support and recognition to build strengths and develop confidence among the members of their team in addition to identifying and managing performance issues effectively and efficiently
- Communicates effectively with team and ensures staff have the necessary training and available departmental tools and resources to be successful in their roles
- Positively impacts culture by fostering an environment where recognition, collaboration, customer centricity, continuous improvement, and excitement around change are considered crucial to the employee/customer experience
- Builds a high-performing team that continually seeks and implements opportunities to improve the customer experience and increase efficiencies considering digitization/automation whenever possible
- Partners with employees in their career development and progression; challenges team members to expand their knowledge, skill set, and network
- Maintains a high degree of confidentiality and judgment in dealing with sensitive employee and business unit information.

**Customer Service: 65%**
- Responsible for the day-to-day operations of the department, managing resources accordingly to meet/exceed customer service expectations
- Demonstrates business intelligence and know-how by using existing data to analyze problems and make decisions.
- Motivates and leads a high-performing team to meet/exceed targets by placing the focus on the customer in delivering service excellence
- Develops and maintains collaborative relationships with business partners and uses influence with internal and external clients to support service excellence and delight our customers
- Participates in the development of department strategies and implements changes to support the area’s mandate and goals, effectively managing change at both the individual and team levels
- Supports the broader team by securing resourcing requirements and/or personally volunteering for projects, initiatives, workshops etc., understanding the importance of collaboration in innovation.
- Identifies, recommends, owns and supports the implementation of process and continuous improvements to improve the customer experience and operational effectiveness/ efficiency as well as raising awareness and removing obstacles around innovations and improvements that are brought forward by employees
- Handles escalated matters from a variety of sources, working to resolve issues where the customer experience has been deemed less than positive

**Key Shared Accountabilities**:

- Commitment to financial efficiency and continuous improvement targets, as required
- Commitment to improving/maintaining employee engagement targets, as required
- Commitment to customer centricity and improving NPS (customer) scores based on overall CX goals
- Commitment to the achievement of the divisional and organizational “Must Win Battles”
- Commitment to all departmental and organizational risk management strategies

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do wh



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