Service Operations, Operations Coordinator

**WHO ARE WE?**

GroupHEALTH is transforming the way Canadians experience benefits through offering groundbreaking coverages, plan designs, and administration solutions. In over 40 years, they’ve helped over 4500 Canadian organizations take back control of their benefits plans. GroupHEALTH’s comprehensive coverage features unique health and dental solutions, industry-leading disability management programs, and robust wellness offerings to keep businesses and their employees healthy.

**YOUR ROLE**

We're currently looking for you to join our team as a **Client Service Operations Coordinator** to join our team, based in **Surrey, BC or Barrie, ON**. The Service Operations, Operations Coordinator will have a hands-on role within the Client Services and Member Experience Teams to support the overall operations of the department.

**YOUR IMPACT**
- Understanding and delivery of the company’s values and the client service strategic initiatives
- Involvement in projects impacting the Client Services Department
- Support the department managers in process mapping for each team in Client Services under the direction of direct leadership, can create effective and clear user manuals
- Support compliance and production of internal and external Client Service forms and documentation and tracking of ownership
- Provide operational support on projects by abiding by best practices regarding department initiatives, project pipeline and scheduling, using impact analysis and change management to various teams
- Monitor and distribute requests for paper benefits cards
- Monitor general inboxes - action inquiries or distribute to appropriate team members, and provide first-level responses to client inquiries determined by leadership
- Support the maintenance of workstream/request-based management software (JIRA, Inbox requests, SharePoint Lists, etc)
- Work with Client and Member Experience Communications Coordinator to maintain consistent visual, and textual Client Services Style Guide
- Support Client and Member Experience teams in reporting, both adhoc and recurring
- Coordinating & organizing department-related special events
- Participate in iterative development using established processes within SharePoint and other Microsoft environments
- Assist in project management, business and design in delivering solutions using out-of-box SharePoint
- Resolution of day-to-day problems arising through operational support of SharePoint including management of sites to facilitate resource sharing amongst teams
- Other duties as assigned by leadership

**WHAT TO EXPECT**
- First 30 Days_
- Understand the different roles in the departments
- Complete basic training on systems (CRM, WEBS, etc.) and GroupHEALTH benefit and product offering
- Conduct Meet & Greet sessions with departmental peers
- Performing core responsibilities of the role with support and guidance
- Begin to develop personal organizational tactics with regard to communication, time management, scheduling, and responsibility task management, and be able to present those to the team in scrums
- Begin to develop proficiencies in using documents from or inspired by the Client Service Style Guide
- First 60 Days_
- Develop a working ability in our systems and processes
- Under the direction of leadership begin surveying needs within Client Services and Member experience teams with regards to documentation, forms, Microsoft Suite usage, and ownership etc.
- Have a working understanding of common request-based software programs (JIRA, Inbox Requests, SharePoint Lists etc)
- Complete UKG/training course list provided by the leadership
- Communicate with direct leadership on identified roadblocks in day-to-day tasks
- Begin to take ownership of independent assigned tasks, and work with leaders to drive performance toward growth and retention in monthly reviews
- First 90 Days_
- Independent ownership in responsibilities of the role
- Have a firm grasp on responsibilities, and be able to concisely communicate priority shifts, and pivot accordingly when required
- Be able to take direction from direct leadership, follow through on tasks, and suggest additions or revisions based on skills learned thus far
- Provide support and feedback based on system learnings on processes, programs, and best practices
- Use creativity to work with leaders to problem-solve requirements driven by departmental needs
- Identifying ways to further support the Client Experience and Operations leaders
- Be able to manage multiple tasks and projects simultaneously
- Have fun and laugh lots

**THIS IS YOU**
- You have 1-3 years' of office experience
- You have 1-3 years' experience in a customer facing environment.
- You have proficiency in office programs required (particularly SharePoint, Power Automate, Excel)
- You have Post-Secondary Education, or relevant hands on experience.
- You have a good understanding of Group Benefits.
- You are detail-oriented.
- You are adaptable to change.
- You h