Assistant Manager, Benefits Services

2 weeks ago

Waterloo, Canada Ontario Teachers Insurance Plan (OTIP) Full time

Company Description

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for an:
**Assistant Manager, Benefits Services - Call Centre (12 Month Contract)**

**Job Description**:
**What you will do**:

- Manages direct reports by providing supervision, coaching, feedback and development to ensure key performance indicators, productivity and service level expectations are met.
- Evaluates employee performance and identifies and sets goals for training and development opportunities.
- Checks in with staff in person twice daily to set goals and follow up on performance in real time.
- Monitors direct report’s daily tasks and offline work and redistributes work or makes recommendations for offline time requirements to ensure that all tasks are completed on time.
- Monitors inbound member request queues and makes recommendations for adjustments to benefits services representatives schedules as required.
- Analyze and respond to performance data such as member satisfaction, performance and service results.
- Resolves complex problems and responds to member complaints by researching escalated member health and dental claims, and other group coverage and eligibility problems; determining the root cause of the problems and providing the decision on the best solution; expediting corrective or adjustment actions; referring to the manager of benefits services, or other personnel, if the solution is not within the scope of the position.
- Leads the performance management process by communicating job expectations and tracking progress of individual activities and effectiveness. This includes determining team and individual goals, offering job coaching, training, motivation and support to help employees meet objectives and quality requirements, reviewing progress, and offering feedback as required.
- Maintains attendance and overtime requirements and approves or declines requests by following standards and procedures set out for the department.
- Compiles attendance for the benefits services call centre representatives by overseeing the distribution of hard copy records for employee sign-off in accordance with standards.
- Ensures the efficient operation of the team by handling the recruitment and selection of benefits services representatives in consultation with the Manager of benefits services.
- Contributes to the strategic plan, department and organizational effectiveness and OTIP’s professional image by establishing and maintaining productive and positive relationships with internal departments, insurance carriers, individual members, and group board and affiliate contacts; explaining our capabilities and performance attributes.
- Maintains a safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
- Contribute to the organization’s effectiveness by offering information and opinions as a member of the management team.
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional development programs.
- Performs other duties within competence, as assigned.

**Qualifications**:
**What you will bring**:

- Three year college diploma in business studies or an insurance industry designation.
- Three years of group insurance experience and one year of supervisory experience.
- High level knowledge of call centre and customer service environments and related workflow.
- High level knowledge of insurance and risk principles and strong technical knowledge of insurance contracts, benefit provisions and related claims handling practices.
- Excellent written and oral communication skills (ability to communicate in French will be considered an asset).
- The demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- The demonstrated ability to provide outstanding service in an accurate and efficient manner.
- Superior time management and organizational skills to manage competing priorities, including project management skills.

Additional Information
**What we offer**:

- Competitive salary and bonus structure
- Industry-leading employer-paid group benefits that start on your first day
- Defined benefit pension plan
- 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
- Flexible work from home and hybrid options
- Opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide acco

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