Manager, Customer Care

3 weeks ago

Etobicoke, Canada Greenshield Holdings Full time

**About Greenshield**

Green Shield is the first integrated health services organization in Canada that is both a payer (offering insurance, administering benefits, and paying claims) and a provider (offering medical, mental health, and pharmacy services).

This evolution also deepens our social mission through both financial support and the direct delivery of services to support local communities and underserved populations across Canada.

As a part of Greenshield group of companies, Greenshield Administration provides innovative health benefit solutions for the small-mid size companies in Canada. Recognized as the leading alternative to the traditional insurance companies, in a market where small and mid-sized employers have been largely underserved Greenshield Administration sets itself apart from the competition, by using technology, creative product development and a stellar customer experience to solve problems for employers. Honeybee Benefits is our next generation benefits platform built for today’s modern workforce that empowers employers to compete better for talent.

Reporting to the Senior Customer Service Manager in the GreenShield Administration business unit, the Customer Care Manager will deliver first class service experience to the customers throughout the customer journey. The Customer Care Manager will lead the Customer Care team by managing, motivating, and developing the Customer Care Representative to respond to inquiries, concerns, and requests effectively, efficiently, and professionally, while ensuring service standards are met, and customer expectations exceed. You will work with the Customer Care team on identifying and implementing continuous improvement ideas and will represent the department in strategic projects

**The Role In a Nutshell**:

- Serve as part of the Health Administration Customer Care (HACC) Management Team working to improve the delivery of the Customer Experience and take Green Shield Service from ‘Great’ to ‘Even Better’.
- Oversee HACC employees to ensure that employees work as a team and with optimum efficiency while providing extraordinary customer service.
- Ensure the ongoing development of the HACC team through direct involvement in the recruitment, orientation, training, coaching, discipline, and health and safety of employees.
- Coach, develop and supervise the work performance and well-being of employees through regular coaching sessions, the performance management process and health and safety reviews.
- Operate within the department’s budget to achieve the objectives and standards of the company and department operating plan.
- Work to ensure that the department meets service level results.
- Understand processes and secure productivity enhancements, improvements, and efficiencies.
- Foster a positive team environment where employees are trained, organized, and motivated to meet and exceed individual service levels, productivity, quality and efficiency objectives.
- Work with employees, members of the Management Team, and other Green Shield employees to address and resolve customer issues and inquiries.
- Identify and implement process improvements and efficiencies. Lead HACC Team members by example, through embracing Green Shield Canada’s Mission and Values, as well as our GSC Behaviours. Perform other duties as assigned.

**What we're looking for**:

- University Degree, College Diploma or equivalent work experience.
- Minimum of 5 years of management/supervisory experience.
- Experience in, and a strong working knowledge of customer service /contact centre operations including a solid understanding of telephony technology.
- Demonstrated understanding and/or experience of the health benefits industry.
- Strong leadership and team building skills.
- Exhibits the competencies associated with the GSC Behaviors.
- Demonstrated ability to lead teams through process improvements and technology changes.
- Excellent analytical, problem solving and decision-making skills.
- Excellent interpersonal skills (both written and verbal). Proficiency with Microsoft Office suite of products.
- An eager contributor who strives to be an engaged member of the team.

**Nice to have**:

- Bilingualism in French and English
- CEBS Designation

**Why us?**

We offer a robust employee benefits offering including:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

**Schedule**:
Monday to Friday

**Work Location**: Hybrid

**Our Commitment To Your Health**:
We pride ourselves on offering flexible and comprehensive benefits for you and your dependents, covering medical, dental, mental health and more. At GreenShield, we understand that life happens. We offer flexible work hours for the times when you need to put your health, family, or well-being first.

Proficiency in English is required for this position. As part of this

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