Client Care Manager

6 months ago

Edmonton, Canada Open Circle Full time

**Summary**

Reporting to Senior Director, Benefit Management, the Client Care Manager is accountable and responsible for evaluating Client Care Centre needs, overseeing, and monitoring the service provided and developing appropriate plans or processes to ensure service levels are met. The position provides overall management and support to all Client Care Centre employees by providing ongoing training, plan updates and resources to ensure customer service standards are provided when administering the OpenCircle Benefits benefit plans. The position is responsible for overseeing all aspects of the Client Care Centre by supervising, delegating, and following up with tasks while ensuring all tasks are assigned to the appropriate employees. The position understands and executes short and long term goals while considering the needs of the OpenCircle Benefits benefit plan participants and works to resolves member and employee escalations including issues with service provider administration.

**Responsibilities and Activities**
- Manage Client Care Centre in the day-to-day operations while setting initiatives to achieve service level metrics

Activities:

- Manage employee performance, and assess promotion opportunities and salary administration
- Ensure Client Care Supervisors are aware of strategic initiatives and the set the plan to achieve organizational success
- Oversee the orientation of new employees to the Client Care Centre
- Review and approve all training materials and make recommendations for new training opportunities in-line with benefit plan changes
- Provide support to Client Care Supervisors to resolve and investigate complaints received by the Client Care Centre relating to individual employees or service providers
- Support the Client Care Supervisors in the overall performance management of the Client Care Centre
- Compile all KPI metrics relating to the Client Care Centre on a quarterly basis

2. Review and monitor system functionality utilized by the Client Care Centre and implement improvements and processes in collaboration with service providers

Activities:

- Maintain accurate records of phone issues including interruptions and methods for resolution
- Ensure call tree recordings are up-to-date and provide changes to phone provider as required
- Assess projects relating to the benefit administration system and categorize the priority with the Information Technology and Application Support team
- Review testing requirements and provide support where required to implement new systems or upgrades to current systems
- Provide support for system workarounds
- Implement, test and troubleshoot new processes to ensure efficiency

3. Provide assistance to members, their employees, benefit providers and other external stakeholders

Activities:

- Assist and handle escalated calls brought forward by Client Care Supervisors, service providers or OpenCircle employees
- Provide immediate and accurate responses to Priority Service members
- Review and approve adjustments or refunds relating to the various benefit plan premiums while ensuring required documentation is completed
- Assess compliance issue escalations with Manager, Member Benefits and Services to ensure resolution and monitor risk to benefit plans
- Monitor feedback received by the Client Care Centre and provide important trending to the Senior Director, Benefit Management to review during annual rate renewals
- Respond to HRDC requests from Service Canada to confirm the election of short term disability by specific member companies

**Knowledge**
- Degree plus 5+ years of Benefit and Managerial Experience
- Advanced knowledge of traditional and hour bank benefit administration is an asset
- Provide positive and energetic work environment
- Ability to locate, process and analyze data
- Exemplary customer service and leadership skills
- Proficient in Microsoft Office suite of programs

**Skills and Abilities**
- Communication Skills - verbal and written
- Project management and organizational skills
- Decision-making and Problem solving
- Forward thinking
- Provide positive and energetic work environment
- Lead, advocate and enable change
- Excellent time management and prioritization skills

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