You're using an older version of Internet Explorer that is no longer supported. Please update your browser.

Senior Manager, Client Service Operations

Surrey, BC
Full Time
6 days ago

Join GroupHEALTH Benefit Solutions® today and become part of an organization that istransforming the way Canadian’s experience benefits.

Our mission is simple;We develop and deliver the most cost-effective employee benefits solutions to Canadian businesses.

GroupHEALTH is accelerating - and you provide the fuel.

As a Senior Manager, Client Service Operations, you will oversee the Client Service team’s strategy, processes and development ensuring high Client and team member satisfaction from onboarding through to retention. With analytical thinking and a process improvement mindset, this role will identify opportunities with systems and solutions while driving scalability, manageability, and efficiency within the Client Service department and across the organization.


First 3 months
  • Develop leadership role with direct team members and Client Services Management team
  • Engage in 1-on-1 meetings with Direct Reports and Senior leaders to build key relationships with stakeholders
  • Meet with external department stakeholders to understand how departments interact on a day to day as it pertains to your role
  • Review of training material and resources as it pertains to systems and processes, carrier guidelines

First 6 Months
  • Can easily determine which department at GroupHEALTH is responsible for specific lines of business/functions
  • Working understanding of each GroupHEALTH benefit and product offering
  • Develop and build relationships with all stakeholders (insurers, partner advisors, sales team, managers)
  • Review and develop department KPI’s
  • Develop a high-level understanding of internal systems (CRM – day to day use and reporting, WEBS online, MPACS, Enrol-ME)
  • Perform, assess and identify areas of development required in process and team members

First 12 months
  • Leadership – a mentor for peers while building and supporting teamwork
  • Assess and identify areas of development required in process and team members
  • Execute on strategic business plan
  • Determine and set objectives for direct reports and overall department

The Key Responsibilities of this role will include:
  • Understand and deliver the company’s values and vision
  • In partnership with the Client Service leadership define and deliver the Client Service Operations strategy
  • Provide leadership, coaching and support to Client Services team with focus on identifying team capabilities and skills required to deliver on the strategy
  • Implement best-in-class practices and processes to support the various Client Services teams
  • Be accountable for effective implementation of and adherence to established business processes and service standards
  • Liaise with the Underwriting, Client Experience, Marketing, Finance, Member Contact Centre and Claims and Sales teams to ensure products and delivery align with company objectives
  • Collaborate with Managers and other stakeholders and provide input on processes and systems to ensure cross department efficiency
  • Sponsor and contribute to new ventures, strategy, and systems from initiation to implementation
  • Participate as key stakeholder on new carrier relationships, new technology and companywide initiatives
  • Lead team through change and transformation through support of business objectives, participation in business initiatives and projects as required
  • Maintain and consistently seek opportunities to improve client satisfaction (CSAT) levels; actively manage CSAT key performance indicators (KPI’s)
  • Oversee communication needs and delivery to both internal and external stakeholders
  • Create and coordinate project documentation as needed i.e. user guides, presentations, process docs, etc.
  • Oversee development of business cases for new initiatives and translate learning into business value
  • Oversee department training strategy and delivery
  • Oversee training for new processes to ensure representatives are fully informed with new information related to procedures, customer needs, and company related issue
  • Maintain up-to-date knowledge of best practices in organizational Change Management practices
  • Contribute and support the long-term Strategic Plan of the Company
  • Manage and develop first level management through quarterly objectives and day to day support
  • Collaborate with the department on succession planning initiatives and development
  • Additional duties as required

Education & Experience
  • 1-2 years of related group benefits experience,
  • 3-5 years leading or managing staff
  • Experience with CRM systems an asset
  • 2 years managing or leading large projects

Want to be part of a rapidly growing company that is transforming the way Canadian’s experience benefits? Apply now!

We thank everyone who applies to the Senior Manager, Client Service Operations role; however, due to the volume of applications we receive, we are only able to contact candidates who have been selected for an interview.
Health Care