National Experience Manager

2 weeks ago

Toronto, Canada Canada Life Assurance Company Full time

**Job Description**:
The National Experience Manager (also known as the Global Experience Manager aka GEM) oversees the Strategic Clients for Group Life & Health. We foster a culture of excellence and collaboration, supporting Plan Sponsors, Business Development and Head Office Internal teams ensuring that the team works as a partner to retain and grow businesses in the Group Life & Health markets. Our purpose is to help ensure overall client satisfaction.

**What you will do**
- Collaborate with Business Development to respond to key client opportunities to win or retain business, ensuring a pro-active strategic onboarding experience and ongoing delivery of service standards
- Support RFP responses and finalist meetings when required
- Strategic support for New business implementation planning and execution
- Provide direct input into communication and education strategies based on key performance indicators
- Analyze complex problems, complaints and provide solutions to our clients by ensuring financial, legal impact, and integrity of the client and Canada Life are not compromised
- Handle the review of complex client escalations that may include: plan member communication, plan sponsor communication etc.
- Participate in the preparation, and the delivery in Plan Sponsor Stewardship meetings
- Direct interaction with our largest strategic clients focusing on identifying gaps, opportunities and ensuring problem resolution to meet the client expectations
- Deliver market leading plan sponsor experience for our strategic clients, passionately pursuing a culture of continuous improvement and exceptional plan sponsor and plan member experiences
- Review, prepare, monitor Service Level Agreements for our strategic clients
- Maintain persistency of our Strategic Clients by highlighting areas of opportunity
- Handle the review of complex client escalations that may include: conference calls, plan member communication, plan sponsor communication
- Effectively identify opportunities and problem resolution
- Successful partnership with all operational areas
- Negotiate and influence with both internal and external parties to ensure clients expectations and needs are met
- Strategic Client meetings with Operational Leaders
- Bring early awareness of trends/issues
- Discussions and evaluations are turned into solutions
- Update, monitor and communicate our Strategic Client dashboard. Offer recommendations on improving overall client experience
- Lead and project manage complex amendments
- Work directly with clients and internal operational areas for successful implementation
- Collaborate with SME’s to ensure assigned tasks are completed in a timely manner
- Communicate effectively with client on milestones throughout process
- Business travel may be required from time to time

**What you will bring**
- Business related post-secondary education or an equivalent combination of education and experience,
- 5 years of Group Life and Health services knowledge
- Strong client centered approach
- Strong technical skills, e.g. Excel, Access, Word
- Bilingual French and English (both written and oral) is an asset
- Results oriented
- Superior interpersonal skills demonstrated through excellent communication skills and building and maintaining efficient and effective relationships
- Attention to detail with strong time management and organizational skills
- Ability to multi-task and prioritize tasks with competing deadlines

**_ Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Montreal, Toronto, Ottawa, Winnipeg._**

**Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

***

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

**We are one of Canada's top 100 employers**
- Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations._
- We are committed to providing an inclusive, accessible environment, where all employees and custo

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