D.a. Townley

We are recruiting for a Team Leader, Health Benefits Administration role for our Benefits team within D.A. Townley This is a temporary up to 18-month contract role and will require working from office as well as home (hybrid).

With over $1 billion in assets under administration, D.A. Townley is the largest third party employee benefits administrator in western Canada. D.A. Townley provides group benefit programs to over 1,000 corporate and union clients in BC and the rest of Canada, and coverage for 100,000 employees/members and dependents.

Since 1962, consistency, stability, and exceptional service have been hallmarks of D.A. Townley throughout its successful operation in the British Columbian market. Commitment to this philosophy has maintained D.A. Townley’s excellent reputation and continued steady growth. D.A. Townley was acquired by Pacific Blue Cross in 2015 enabling them to further strengthen their service to their clients.

**Job Summary**

Under the broad managerial direction of the Vice President, provides leadership to assigned Health Benefits Representative, Mailroom Administrator and Client Experience Representative team members to promote motivation and teamwork and to ensure the provision of a skilled health benefits and administration workforce. Oversees the effective utilization of administration team resources to ensure staffing levels are

**Job Duties**

**_ Team Leadership, Staff Development and Performance Coaching_**
- Provides leadership to assigned Health Benefits Representative, Mailroom Administrator and Client Experience Representative team members to promote motivation and teamwork and to ensure the provision of a skilled health benefits and administration workforce by:

- monitoring skills and abilities of team members through quality audits and observation, identifying strengths and challenges, and providing informal coaching and mentoring support on an ongoing basis to recognize results and eliminate performance gaps;
- receiving and responding to escalated customer service issues including those involving upset, hostile or irate clients affected by an administration-related process;
- maintaining attendance and department overtime records, and scheduling annual vacation selections;
- identifying performance issues within the team and providing input to the Vice President where action is required to address continuing performance challenges;
- conducting ad hoc team and one-on-one meetings to facilitate open communication, determine status of assigned work and advise on new policies, procedures, trust agreements and regulatory changes.
- Conducts training activities for assigned staff to ensure new staff are trained and proficient, and ensures seasoned staff are up to date on revised and new procedures, regulations and tools.

**_Workforce Management and Department Effectiveness_**

Oversees the effective utilization of administration team resources to ensure staffing levels are maintained, and health benefits and customer service tasks are carried out in accordance with established procedures by:

- organizing, scheduling and coordinating work assignments;
- monitoring incoming work volumes to ensure appropriate allocation of work to the team based on volume and individual staff capabilities;
- setting internal service standards such as turnaround time for remittances and month end processing to equal or better trust agreement requirements, and monitoring their adherence by the team;
- consulting regularly with the Vice President to review area status and troubleshoot work flow challenges;
- ensuring subscriptions, directories and fee guides are updated and accessible to team members;
- planning for upcoming projects such as testing new system upgrades and preparing/distributing annual statements, T4s and termination statements, and ensuring appropriate resources are in place to ensure their successful execution.
- Participates in the review, design, development, testing and implementation of new work methods, procedures and standards governing department operation and staff deployment by providing input and recommendations to the Vice President on proposed changes.
- Ensures all templated letters and correspondence meet standards of accuracy and consistency.
- Attends regular Team Leader and management meetings to exchange information on department workload, discuss and resolve technical and inter-departmental issues affecting overall operation, plan upcoming projects and contribute to continuous improvement initiatives.

**_Health Benefits Administration Subject Matter Expert_**
- Maintains working relationships with contacts at Revenue Canada, underwriters and other agencies and resolves complex health benefits administration issues and concerns such as status of employment insurance rebates for members receiving wage loss benefits, non-routine T4 anomalies, and late payments or remittances.
- Consults with internal senior benefits specialists on issues escalated by