Client Administration Leader

5 months ago

Mississauga, Canada Marsh Full time

**Client Administration Leader - Group Benefits**

**What can you expect?**

The Client Administration Leader is responsible for 15 colleagues across three teams: the New Business Coordinators, the Plan Member Administrators and the Senior Clerks. You will be responsible for training, workload distribution and administration workflows with the intent to meet or exceed service standard requirements. Key responsibilities of this role include ownership of contracts, booklets and TPA agreements and the alignment of business processes and externally facing client documentation with contract terms and conditions.

**What is in it for you?**
- At Victor, we believe our people are our most important asset. We offer a dynamic & challenging work environment, training and development opportunities, a competitive total rewards package and believe in work/life balance.
- Competitive pay (salary and bonus potential), full benefits package - traditional benefits plan (medical, dental, vision, STI/LTI, life insurance) starting day one, full array of competitive retirement plan packages, per year Tuition Reimbursement plan and participation in our Employee Stock Purchase Plan (regional specificity required)

**We will count on you to**:

- Manage 15-member Client Administration department through ongoing coaching and feedback and through the formal performance management process.
- Assess training requirements, create and maintain training plans and procedure manuals, and facilitate training for the department.
- Own department business processes and workflows - ensure adherence to policies and procedures, evaluate processes to identify potential improvements, implement new processes and drive automation. Ensure all processes meet compliance and privacy requirements.
- Responsible for updates to existing, and creation of new, Victor-branded administration forms - ensure forms include appropriate fields and authorizations for data collection.
- Report administration metrics, including workload volumes and distribution, turnaround times, error rates and administration portal transactions, and ensure metrics meet all Service Level Agreement requirements.
- Facilitate carrier audits by acting as main point of contact, liaising with IT and other business units to collect information, responding to inquiries and implementing required remediation.
- Work with management team and carrier partners to ensure exceptional service delivery and adherence to external turnaround standards.

**What you need to have**
- Minimum of 7 years of Group Insurance Administration leadership experience with a strong knowledge of Group Insurance Administration concepts and practices.
- People manager experience, including training and performance management.
- Strong background in workflow management, process automation and QA of automated systems.
- Must be detail oriented with strong analytical and problem-solving skills.
- Exceptional computer skills, including minimum intermediate knowledge of the Microsoft Office suite of products.
- Excellent verbal and written communication skills are essential.
- Strong leadership and interpersonal skills, with the ability to liaise effectively with departments across the organization for the purpose of strategic planning and problem resolution.
- Excellent organizational and time management skills, with the ability to manage multiple projects and prioritize workload in a constantly changing environment.

**What makes you stand out**
- Experience with review and interpretation of Group Insurance contracts is an asset.
- High level of proficiency with Microsoft Excel is an asset.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

VictorCA

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