Assistant Manager, Benefits Services

6 months 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

  • Benefits Manager

    6 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The Opportunity**: Part of the OpenText America’s Total Rewards team, reporting to the...

  • Benefits Consultant

    2 weeks ago

    Waterloo, Ontario, Canada Gallagher Benefit Services Full time

    Gallagher Benefit Services offers a dynamic career opportunity for a Benefits Consultant - HR Specialist to join our team.Company OverviewAs a leading provider of benefits and HR consulting services, we empower employers to build workplaces that work better. Our clients across various industries trust us to help them manage risk, cost, and facilitate an...

  • Claims Associate

    6 months ago

    Waterloo, Canada Union Benefits Full time

    We believe our purpose is to support the health, wellness, and financial well-being of our union members and their families. The Claims Associate supports this purpose by reviewing and processing claims, engaging with members, and delivering exceptional customer service. **Primary Responsibilities** - Adjudication of day-to-day Member claims, including...

  • Pension Administrator

    6 months ago

    Waterloo, Canada Union Benefits Full time

    Union Benefits is Canada's only third-party administration company owned and built by the union trust funds we work for. For 40 years, Union Benefits has been leading the way when it comes to supporting multi-employer union trusts in Canada. We deliver innovative and market-leading member pension, health benefit, vacation pay, supplementary unemployment...

  • Boutique Assistant Manager

    4 months ago

    Waterloo, Canada Nestle Operational Services Worldwide SA Full time

    REIMAGINE WHAT COFFEE CAN BE... At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. By caring for one another, our farmers, suppliers, and the communities we work with, we can make sure every customer has the best possible experience. To...

  • Legal Assistant

    6 months ago

    Waterloo, Canada Definity Financial Corporation Full time

    Job ID : 7302 Category : Strategy & Legal Brand : Definity Regular/Temporary : Regular Fulltime/Parttime : Full Time Location : Waterloo, Canada Posting Range : $42,400 - $78,100 Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance...

  • Manager, Orbit Shared Services

    6 months ago

    Waterloo, Canada Orbit Insurance Services Full time

    **Company Description** Who We Are** With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us. At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the...

  • Benefits Consultant

    3 months ago

    Waterloo, Canada Gallagher Full time

    Overview As a member of our Benefits and HR consulting team, you’ll help our clients -- employers of all sizes, across all industries to build workplaces that work better. As you consider the value of working for Gallagher, remember your talent, winning attitude and strong performance will be highly valued. We are looking for a Benefits Consultant that has...

  • Bilingual Compliance Manager, Group Benefits

    7 months ago

    Waterloo, Canada Manulife Full time

    Job Description The Bilingual Compliance Manager will provide ongoing support to our Group Benefits business. Responsibilities will include handling inquiries and questions from our business partners, providing support on new and existing initiatives, legislation, marketing reviews and other regulatory compliance functions as may be required. The...

  • Director, Payroll and Benefits

    6 months ago

    Waterloo, Canada CarePartners Full time

    Who We Are: CarePartners is one of Ontario’s largest, most reputable and well-established accredited home health care providers, providing nursing, personal support, home support, palliative, therapy and rehabilitation support services for patients of all ages across urban and rural Ontario. We visit approximately 80,000 patients each year in homes,...

  • Delivery Manager, Group Benefits

    6 months ago

    Waterloo, 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...

  • Assistant Manager

    2 months ago

    Waterloo, Canada La Senza Conestoga Mall Full time

    Job Summary: We are seeking a highly motivated and organized individual to join our team as an Assistant Manager. The Assistant Manager will assist the Store Manager in overseeing daily operations and ensuring excellent customer service. This is a great opportunity for someone looking to advance their career in retail management. **Duties**: - Provide...

  • Assistant Manager

    6 months ago

    Waterloo, Canada La Senza Conestoga Mall Full time

    Job Summary: We are seeking a highly motivated and organized individual to join our team as an Assistant Manager. The Assistant Manager will assist the Store Manager in overseeing daily operations and ensuring excellent customer service. This is a great opportunity for someone looking to advance their career in retail management. **Duties**: - Provide...

  • Assistant Manager

    3 months ago

    Waterloo, Canada Ponds For People Pools Full time

    We are looking for a professional and customer service-oriented Assistant Manager to help oversee the daily operations of our pool and hot tub store. As the Assistant Manager, you function as backup for the Store Manager in all respects. Your duties will include undertaking administrative tasks, monitoring inventory levels, identifying parts, and developing...

  • Benefits Consultant

    5 months ago

    Waterloo, Canada GBS - Global Full time

    IntroductionDiscover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock...

  • Benefits Consultant

    5 months ago

    Waterloo, Canada GBS - Global Full time

    IntroductionDiscover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock...

  • Lead Benefits Specialist

    6 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Lead Benefits Specialist**: - Req id: 38217- Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **THE OPPORTUNITY**: The Lead...

  • Lead Benefits Specialist

    6 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **THE OPPORTUNITY**: The Lead Benefits Specialist will be a key member of the Benefits COE,...

  • Manager, National Accident Benefits New

    6 months ago

    Waterloo, Canada Definity Financial Corporation Full time

    Job ID : 7196 Category : Claims Brand : Definity Regular/Temporary : Regular Fulltime/Parttime : Full Time Location : Waterloo, Canada Posting Range : $84,000 - $154,700 Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and...

  • Administrative Assistant

    3 months ago

    Waterloo, Canada Anchoridge Counselling Services Full time

    Anchoridge Counselling Services is a private practice in the Kitchener/Waterloo region. We are seeking an Administrative Assistant to join our team. This position includes but is not limited to the following: - Receiving visitors at the front desk by greeting, welcoming, directing, and announcing them appropriately - Scheduling clients appointments -...