Client Service Manager - Benefits Management & Enrollment Solutions
Toronto, ON, CA, M5J 2V5 Ottawa, ON, CA Montréal, QC, CA Moncton, NB, CA Vancouver, BC, CA
Description
Position Overview:
As the Client Service Manager you are responsible for leading a Client Services team to achieve a high level of performance and ensuring successful delivery of client specific projects and ensuring operational excellence across various client initiatives.
In this fast paced role, combining leadership excellence with deep industry expertise, the individual will be responsible for planning, risk management, and management of interdependencies. You will have an opportunity to work on highly visible programs interacting with stakeholders from every level and area of TELUS and day to day interaction with our customers.
Key Accountabilities:
Leadership & Team Development
- Lead, coach, and mentor a team of Business Analysts, fostering a culture of excellence and continuous improvement
- Drive performance management, career development, and succession planning initiatives
- Facilitate effective team communications and knowledge sharing
- Manage resource allocation and capacity planning to meet client demands
Client Success & Relationship Management
- Oversee client portfolio health and satisfaction to retain key customers
- Build and maintain relationships with key stakeholders across private sectors
- Manage escalations and ensure timely resolution of complex client issues
- Lead continuous improvement initiatives to enhance customer experience
Operational Excellence
- Drive operational efficiency through process optimization and automation initiatives
- Develop and monitor KPIs to ensure service level agreements are met or exceeded
- Implement risk management strategies and quality control measures
Required Knowledge and Abilities:
- Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and escalation management
- Ability to develop highly effective relationships at all levels; including direct customer facing experience
- Strong leadership aptitude, ability to lead, train, coach and motivate a team to effectively increase performance results and achieve desired results
- Ability to plan, organize, and prioritize, own time while accomplishing tasks in a cost effective manner
- Demonstrated ability to influence and collaborate with clients, stakeholders and cross-functional teams
- Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers
- Ability to develop strategic plans including business, financial and product strategies.
- Excellent analytical, communication and presentation skills
Qualifications
You are the missing piece of the puzzle if you have:
- Subject matter expertise in benefits management and benefits enrollment industry, including benefits administration
- Experience with private payer stakeholders (insurers, third-party administrators, brokers, consultants)
- In depth knowledge of both private and public sector stakeholder interests, strategies and trends
Required Experience:
- 10+ years experience in benefits administration and enrollment industry, including systems, processes
- 5+ years leading client-facing teams with a proven track record of team development and performance improvement, and experience managing complex client relationships and stakeholder expectations
Core Competencies
- Strategic thinking and problem-solving abilities
- Excellence in written and verbal communication
- Strong presentation and negotiating skills
- Change management expertise
- Ability to thrive in fast-paced environments
Intermediate knowledge of English is required because you will on a regular basis as part of this position's main responsibilities given its national scope.