Customer Experience and Administration Manager

Discover
The Opportunity

The Manager is responsible for planning, directing, coordinating, and controlling all activities related to the administration, health and dental claims, policy issuance, and customer service functions of the group insurance business line.

He/She contributes to achieving the objectives and profitability of their sector, particularly with respect to meeting annual objectives, work plans, IT projects, and projects related to the strategic plan of the business line.

What you'll do
Responsibilities

Staff Management:

• Managing team work priorities;
• Managing service standards - measuring performance and ensuring follow-ups with employees to meet established standards;
• Responsible for conducting audits to verify the team's application of new work processes;
• Ensures employees are provided with the necessary tools for their day-to-day work;
• Responsible for estimating and managing the annual administrative expense budget for the group insurance claims sector;
• Hiring new employees as needed;
• Performance evaluations;
• Staff meetings to ensure effective communication;
• Regular discussions and decision-making.

Customer Experience:

• Managing complex cases, including second-level calls following denials of health, dental, or travel claims;
• Interacting with external clients to resolve difficult situations or complaints, such as service delays or dissatisfaction with services received from employees;
• Preparing materials for client meetings (summaries, action plans, calculations, discussions, etc.);
• Attending conferences impacting administration, customer experience, and/or policy issuance to stay current with market trends;
• Working closely with other departments to identify solutions to problematic situations.

Process and Procedure Management and Analysis:

• Working with interdependent teams to challenge existing processes and identify improvements and efficiencies;
• Supporting employees in the development and updating of procedures for various processes;
• Ensuring procedures are properly established and included in each team's SharePoint.

What you'll need
Qualifications

• Strong communication skills (written and verbal, in both English and French);

• Solid knowledge of the group insurance field and market trends;

• Demonstrates strong interpersonal skills, diplomacy, and tact;

• Proficient in basic computer skills, including MS Office;

• Leadership that fosters cohesion, collaboration, and a shared vision among the teams under their responsibility;

• Ability to work independently with minimal supervision, set priorities, and coordinate daily work;

• Strategic thinking to establish and guide the business line in the right direction;

• Negotiation skills to clearly explain and support decisions made.

A little bit about us
Assumption Life

At Assumption Life, we value the development of our employees in diversified and inclusive work teams that foster creative thinking and innovation.

Assumption Life is deeply committed to its community's development

Founded in 1903 in Massachusetts, Assumption Life is the result of a group of people who want to take their destiny into their own hands. Their goal was simple: to ensure the prosperity of Acadian families in New England. Since its inception, Assumption Life has continued to making difference beyond the borders of l'Acadie for all families across Canada. Our Company, which began as a great idea 122 years ago, is now one of the largest mutual life insurance and financial services companies in Canada. Today, this culture of generosity and commitment is demonstrated by our employees. Whether it is helping out at special events, raising funds for charities or, helping people in need, Assumption Life employees are very committed to their community and are always ready to help.

An employer of choice

We ensure competitive salaries, as well as performance-based bonuses, generous benefits and flexibility in our policies and practices to respond to the needs of our employees.

Assumption Life is committed to creating a diverse environment and is proud to be an equal opportunity employer. We extend employment regardless of race, color, ancestry, religion, sex, national or ethnic origin, sexual orientation, age, citizenship, marital status, family status, genetic characteristics, disability, gender identity or gender expression, status of a pardoned person, social condition or political activity. If you have a disability or special need that requires accommodation for an interview, please let us know by emailing [email protected]

Are you interested?
Work With Us

Be part of a dynamic team that values leadership, collaboration, trust, and commitment. Enjoy training and development opportunities, a competitive salary, bonuses, a robust pension plan, and more. Our vibrant downtown Moncton location offers a dynamic work environment, a gym in the building, and one paid day for volunteer work each year.

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