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Manager, Group Service Representatives and Group

4 months ago

Waterloo, Canada Equitable Life of Canada Full time

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.

**Position Title**: Manager, Group Service Representatives and Group Marketing Assistants

**Reports To**: Assistant Vice President, Group Underwriting

**Department**: Group Underwriting

**Term**: Permanent, Full-Time

**The Opportunity**: Equitable Life is seeking a Manager, Group Service Representatives and Group Marketing Assistants This role will work to maximize the capacity of our regional office staff, while maintaining a strong focus on our clients and at the same time, identifying new opportunities for cross functional efficiencies.

This is a great opportunity for you to make your mark with one of Waterloo Area's Top Employers for 2023

**What you will be doing**:

- Work with Assistant Vice President to confirm and gain input to strategies and service team issues and resolve problem cases
- Active participant of the Group Underwriting Management team
- Workload management within each office and across the country for all regional office roles
- Responsible for completing all team member quality and quantitative audits and report metrics to Assistant Vice President monthly
- Work effectively with Group Marketing Assistants and Group Service Reps to ensure quotes, renewals and other service team functions meet or exceed service targets
- Participate in key strategic group benefit projects including development and testing of new products, new processes and system enhancements
- Accountable for handling all incoming service requests
- Resolve escalated concerns and complex cross-functional issues balancing customer focus with Equitable Life’s requirements
- Support national regions as required to meet overall goals and balance workloads
- Act as a resource to provide advice, direction and problem-solving with other regional office service team members as well as Assistant Vice President on a variety of complex or escalated issues
- Develop and/or make recommendation on process redesign initiatives considering impact to other areas within all regional offices and the group division
- Develop service procedures and training manuals ensuring clarity of information and usability
- Accountable for the recruitment and development of a professional team capable of providing consistently high level of quality service and support the determination of appropriate staffing levels

**What you will bring**:

- Excellent analytical, organizational, time-management, problem solving, negotiation and decision-making skills
- Strong leadership skills
- The ability to build strong relationships and foster teamwork and collaboration across the organization, with strong commitment to continuous improvement and change management
- Understanding of Equipt (process improvement and enhancement) principles and processes, an ability to put them into practice, and an ability to coach others to put them into practice
- Excellent communication skills, ability to deliver efficient and responsive customer service, including effective listening and the ability to communicate clearly both verbally and in writing
- Excellent presentation and training skills
- The ability to work collaboratively with the Manager, Client Experience, Client Relationship Specialists, Group Service Representatives and Group Marketing Assistants, Manager, AVPs, GAEs and head office operational teams to deliver superior service to distribution partners and clients
- Strong sense of accountability and ownership for problem resolution
- Comprehensive understanding of group insurance and the ability to learn Equitable Life processes, products, and contracts, in addition to the appropriate provincial health plans, relevant federal / provincial legislation)
- Comprehensive understanding of insurance risk and needs a working knowledge of every group department and their impact on customers
- Able to work in a fast-paced environment with tight deadlines and changing priorities.
- High aptitude for service
- Requires flexibility to travel with a reliable vehicle to visit regional offices where team members are located
- Post-secondary education or equivalent combination of education and work experience

**What’s in it for you**:

- A healthy work-life balance with employee wellness top of mind
- Annual bonus program, annual vacation allowance, and company-paid benefits program
- An additional paid volunteer day each year so you can spend time giving back to the community
- Immediate enrollment in the company’s pension program with employer matching
- Employee resource groups that support an inclusive work environment
- Tuition support and specialized program assistance
- A company subs