Member Administration Services Team Lead

Reporting to the Director, Operations, the Member Administration Services Team Lead oversees the Member Administration Services department. This includes ensuring member self-payments have been processed in a timely manner, dependent and beneficiary data is up to date, as well as ensuring all reciprocal records have been processed. The Team Lead is also responsible for managing and mentoring their team members, fostering a collaborative and high-performance work environment.

Key Responsibilities

**Leadership**
- Supervise daily operations of the Member Administration Services team, ensuring adherence to policies and procedures.
- Evaluate year-end performance and provide ongoing coaching and mentoring support throughout the year.
- Conduct regular one-on-one meetings to provide feedback, support career growth, and address any team concerns.
- Continuously assess and improve department processes and procedures, with leadership, to enhance efficiency.

**Quality Control and Compliance Oversight**
- Ensure all member data, payments, and records comply with internal policies, privacy regulations, and industry standards.
- Conduct audits and reconciliations to maintain data accuracy and resolve discrepancies.
- Implement best practices to minimize errors and improve operational efficiency.
- Review plan texts, member booklets, policies, and procedures to ensure accurate administration.

**Member and Stakeholder Support**
- Collaborate with internal departments to resolve disputes and streamline benefit administration.
- Collaborate with the Health & Wellness Team Lead on legal inquiries related to member files and eligibility.
- Address member inquiries regarding missing or incorrect hours.
- Assist in developing communication strategies to improve the member experience.

**Operational Efficiency & Reporting**
- Identify areas for efficiency improvements and work with leadership to implement enhancements.
- Generate and analyze reports on payment processing, reciprocal transactions, and member data.
- Oversee document management, ensuring timely processing of data entry, mailouts, and tax document reprints.
- Maintain organized member records and ensure timely updates.

**Eligibility & Issue Resolution**
- Conduct monthly and on-demand updates to member eligibility and hour tracking.
- Process eligibility reports and ensure timely updates for active, retired, and suspended members.
- Coordinate with Accounting to verify contributions and resolve discrepancies.
- Notify members of changes in eligibility status and provide guidance on maintaining coverage.
- Address and resolve member inquiries related to eligibility, reinstatement, and coverage lapses.

**Qualifications**:
**Education**

Minimum Required:

- Post Secondary Diploma in a related field.

Preferred:

- Bachelor’s degree in health administration, business administration, or a related field.
- Pension Plan Administration Certificate (PPAC)
- Certified Employee Benefit Specialist Designation (CEBS)

**Experience**

Minimum of 5 years of experience in group benefits and pension administration, with at least 2 years in a leadership role

**Job Specific Skills**

Minimum Required:

- Strong leadership and mentoring abilities.
- Excellent communication and interpersonal skills.
- Proficiency in data analysis and problem-solving.
- Ability to manage multiple tasks and prioritize effectively.
- Attention to detail and commitment to accuracy.
- Time management skills
- Familiarity with pension, and health and wellness programs and systems.

Preferred:

- Knowledge of reciprocal processes between plans would be considered an asset.

**Benefits**:
At ACAW Trust Funds, we believe that the strength of our organization starts with our people.

We foster a workplace where personal and professional development are encouraged through continuous learning opportunities and dedicated support. Our team members enjoy a competitive benefits package and a collaborative, welcoming atmosphere that makes coming to work rewarding.

Be part of a team that values growth, positivity, and purpose — your future starts here

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Life insurance
- On-site parking
- Paid time off

Work Location: In person