Team Lead, Group Benefits Service

5 months ago

Saskatoon, Canada Saskatchewan Blue Cross Full time

Saskatchewan Blue Cross®, one of Saskatchewan’s Top Employers, is currently recruiting for a full-time permanent _Team Lead - Group Benefits Service _to join our team in the Group Benefits department. This position offers the flexibility to be in-office or participate in hybrid options in our Saskatoon or Regina office.

**JOB FUNCTION**

Reporting to the Manager, Group Benefits, the Team Lead, Group Benefits Service is responsible for overseeing the delivery of high-quality group client and advisor service experience for our clients, as well as supervisory oversight of a team of Client Experience Specialists. Through effective training, planning, quality oversight, delivery of service, and escalations management, this market-facing role builds and fosters trusted and engaged relationships with group clients. The Team Lead, Group Benefits Service partners closely with teams across Saskatchewan Blue Cross to facilitate a positive client experience from the point of client onboarding and training to day-to-day service delivery and throughout all aspects the client lifecycle.

**WHY CHOOSE SASKATCHEWAN BLUE CROSS?**

We’re driven by a mission to empower communities on their journey to whole health and wellness, and have a lot of exciting things ahead of us. We’re improving our members’ experiences through investment in our people, technology, services and products. When you join our team, you’re joining an organization where employees are valued, recognized for their contributions and empowered to make us stronger. The wellbeing of our employees, our members, our partners and our communities is at the heart of our operations.

Our industry is evolving fast, and so are we We’re looking for people who:

- Share our values
- Believe that creating great experiences is totally within their control
- Collaborate and always set others up for success
- Build positive relationships and an understanding of what people’s needs are
- See solutions and possibilities (not problems)
- Are simply outstanding at what they do

**DUTIES & RESPONSIBILITIES**
- Monitoring, maintaining and providing ongoing evaluation of the key performance indicators and delivery standards including accuracy, quality and timeliness, recommending areas for improvement and then overseeing accepted recommendations to implementation
- Ensuring adequate internal controls and appropriate compliance records are maintained and reported, including adherence to licensing regulation and requirements for the team
- Championing and fostering a positive team culture and promote a client-centric mindset among team members
- Contributing to training programs through needs assessments, and developing content and materials
- Regularly monitor, assess and communicate client health and develop and implement continuous improvement strategies and plans to mitigate churn and drive satisfaction measures
- Empower and motivate team members to enhance personal performance aligned to overall goals, effective planning, monitoring and analysis of training and quality needs
- Professional and respectful handling of escalated issues, effectively escalating complex issues to ensure timely resolution and risk management
- Research, develop and maintain practices and processes including departmental measures
- Participate and represent the department on various internal and/or external committees or initiatives as required
- Oversee a rigorous client training program, familiarizing them with the value of the Saskatchewan Blue Cross systems and services and providing regular opportunity for ongoing training for plan administrators and plan members (in-person, online or hybrid)
- Measure client sentiment following onboarding, actioning insights to continuously improve relationships
- Remain current on competitor offerings to champion and recommend new service delivery advancements, including experiences within the plan administrator portal
- Effectively represent the organization externally with group clients and the group broker and advisor distribution channel, deepening relationships through a hands-on and local service delivery proposition
- Present to various audiences as necessary (client presentations, client training, client project plans, inter-departmental presentations, etc.)
- Translate business requirements into concrete plans, milestones and activities deliver on our value proposition as a benefits partner you can expect more from
- Liaise with key stakeholders across the organization to coordinate, identify and develop training and process improvement needs and strategies
- Other duties and projects as assigned

**QUALIFICATIONS & SKILLS**
- Completion of a Bachelor's degree in a relevant field (i.e. Business Administration, Commerce), or an equivalent combination of education, training and leadership experience is required
- 3-5 years of related experience with 1-3 years of supervisory accountability
- Secure and maintain Life and Accident & Sickness

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