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Senior Manager - Client Service Management (Health Benefits Management team) - TELUS Health


Montreal, Quebec, CA Toronto, ON, CA

Req ID:  25175
Jobs by Category:  Health
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular



Position Overview


Responsible for the overall satisfaction level and likelihood to recommend for a portfolio of major, complex Third Party Administrator, Payor and Insurer clients managed by client service management professionals. Responsible for the quality of the TELUS delivery of services, including support of all key processes like incident management, problem management, change management, configuration management, while recognizing and nurturing opportunities for new and/or additional business. Deliver continuous business improvement initiatives within the broader client service management team as they lead the implementation of process and organizational changes.




  • Manage the overall client satisfaction and likelihood to recommend targets - across client base
  • Ensure that service level agreements and key performance indicators as contracted are met or exceeded
  • Regularly interface with clients at mid management and executive levels as part of the overall governance process
  • Accountable for employee development, mentoring, Performance Management, and Career development
  • Maintain a positive client relationship while dealing with critical issues which have a direct financial impact on our client's business operations
  • Ensure high employee satisfaction levels in participation, engagement, and recognition as measured in pulsecheck surveys
  • Participate as a subject matter expert and a key implementation role for those client service initiatives that impact the client service management function. Serve as the primary change manager for new processes and roles within the client service management community
  • Work with internal operations teams to resolve chronic problems that are negatively impacting clients. Participate on corporate programs as a representative of client service management function





Required Knowledge


  • Knowledge of the group benefits industry, preferably insurance and/or third party administrator/payor with proven experience 
  • Knowledge of Insurance Group benefits products and services
  • Proven capability to work in multi-function teams to resolve problems
  • Strong leadership with effective people management, influencing and communication skills to drive employee engagement
  • Demonstrated client relationship management combined with client facing skills
  • Strong understanding of the end to end operational processes of major/large business clients
  • Process improvement, Lean Six Sigma or other certifications is an asset
  • Knowledge of business analysis and methodologies 
  • Bilingual (French and English) both written and spoken is an asset


Required Professional Designation and experienceed


  • University or other post-secondary education in business administration or applicable relevant work experience
  • 7+ years in people management, client service management and operational process improvements experience 



A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.






We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

Physicians using TELUS Health electronic medical records

Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.