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Manager, Account Management

4 weeks ago

Surrey, Canada GroupHEALTH Benefit Solutions Full time

**WHO ARE WE?**

The GroupHEALTH Family of Companies is a leading Canadian provider of employee benefits, made up of GroupHEALTH Benefit Solutions, GroupSource, Manion Wilkins & Associates Ltd, and Disability Management Institute and an additional 7 operating companies.

GroupHEALTH holds substantial controlling interest of the above companies and is a wholly owned subsidiary of Munich Re New Ventures, a division of Munich Re—one of the world’s leading providers of reinsurance, primary insurance, and insurance-related risk solutions.

**YOUR ROLE**

As the Manager, Account Management you will oversee and provide direction to a team of Client Service Leads and Account Managers. You are responsible for driving results and ensuring that the team is empowered to deliver an exceptional benefits experience, meeting the high standards for customer service for our clients, and advisor partners expect.

**YOUR IMPACT**
- You will lead, mentor, and coach Client Service Leads and Account Managers to strong performance-based results including but not limited to NPS, Retention and added Benefit Opportunities.
- You will provide leadership, coaching, and guidance to nurture and bridge culture across teams and drive client retention
- You will support the growth and professional development of team members
- You will correspond and be point of contact for problem resolution for clients, insurers and partners on escalated matters.
- You will liaise with internal and external teams to accelerate resolution of escalated matters
- You will provide recommendations and make supported decisions on escalated matters using a risk-based approach
- You will develop and implement tracking for Account Manager and CSL performance
- You will ensure adherence to processes, administrative guidelines, and SLA’s
- You will develop key metric reporting (KPIs) that pertains to the department deliverables and performance
- You will prioritize and oversee delivery of process improvement ideas, projects, and ongoing training for the team, in collaboration with your leader
- You will maintain and upgrade workforce planning tool and make informed recommendations on current and future staffing needs
- You will conduct annual reviews (and 90-day reviews for new hires)

**WHAT TO EXPECT**
- 30 Days:_
- Engage in 1-on-1 meetings with direct reports to understand a day in their life
- Meet with stakeholders throughout the organization to understand how departments interact on a day to day as it pertains to your role
- Meet with key Advisor Partners to understand their needs
- Review and understand department goals, strategy and KPIs
- Review and understand multicarrier eligibility guidelines
- Review of training material and resources as it pertains to systems (CRM; WEBS and MPACS) and processes
- 60 Days:_
- Develop your leadership brand with direct reports and Client Services Management team
- Support the growth and professional development of direct reports through coaching
- Support the team through resolution of escalated matters by providing recommendations and making supported decisions using a risk-based approach
- Develop and build relationships with all stakeholders (insurers, providers, partners advisors, sales team, direct clients)
- Have a solid understanding of client service expectations
- Have a working understanding of each GroupHEALTH benefit and product offering
- Provide key metric reporting that pertains to the department deliverables and performance
- 90 Days:_
- Mentor direct reports in development and growth
- Prioritize and oversee delivery of process improvement ideas, projects and ongoing training for the team
- Participate in workforce planning and present recommendations for staffing needs
- Work with other departments to bridge culture across teams, increase cross departmental efficiency and ensure optimal client retention

**THIS IS YOU**
- You have 3-5 years' of related group benefits experience.
- You have 2+ years' leading Account Managers while developing KPI’s and driving Performance for sustained Results.
- You are proficient in office programs required.
- You have your GBA/CEBS Designation.
- You have your LLQP Designation.

**THIS IS NICE**
- You have the ability to successfully manage, coach and train others for high performance
- You are a critical thinker and can resolve escalated matters effectively, while mitigating risks
- You have the ability to assess budgetary and workforce planning needs
- You have the ability to conduct partner and client meetings
- You have strong computer skills; including Microsoft Office
- You have proven attention to detail and analytical skills

**WHAT YOU'LL GET**
- Comfortable compensation.
- Comprehensive and competitive benefits package.
- Starting at 3 weeks' vacation, plus flex days to help you achieve that work-life balance.
- Wellness programs to support you in and out of the office.
- Learn and grow with us through our employee education program.

**WHY YOU WILL L