Manager-Client Service Management (Pharmacy Management Solution)
Toronto, ON, CA, M5J 2V5
Description
As the Manager – Client Service Management you are responsible for leading a team of business analysts and technical analysts to achieve a high level of performance and delivering operational excellence and support for major, complex clients utilizing TELUS’ Pharmacy Management Solutions (primarily Kroll).
In this fast paced role, this individual will be responsible for capacity planning, risk management, and management of interdependencies and key processes like problem management and change management. 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.
Responsibilities
- Manage client satisfaction and likelihood to recommend targets. 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
- Maintain a positive client relationship while dealing with critical issues which have a direct operational, financial or reputational impact on our client's business
- Accountable for employee development, mentoring, Performance Management, and Career development. Provide day to day coaching, direction and leadership including real time capacity management, escalation resolution and response
- Implement and track appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
- Ensure high employee satisfaction levels in participation, engagement, and recognition as measured in pulsecheck and Officevibe 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, roles and product releases for business operations including creation of required documentation and training front line team members, identifying impacts to the business, creating and executing mitigation strategies and appropriate work force planning
- Work with internal operations teams to resolve chronic problems that are negatively impacting clients. Proactively engage with customers to identify opportunities for improvement as it relates to business operations
- Execute program plans (quality, risk, communication, staffing etc) to align the program outcomes with stakeholder expectations and standards, including for product releases and legislative or market changes
Qualifications
Knowledge, Skills, Abilities
- Sound knowledge of the major functions of providing exceptional client care, including, service provisioning, technical support and complaint management
- 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 and achieve desired results
- Demonstrated client relationship management combined with client facing skills
- Strong understanding of the end to end Kroll/pharmacy operational processes of major/large business clients.
- Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers
- Ability to develop and execute operational readiness plans including risk assessment, mitigation planning, documentation creation and team training as it relates to product releases, and legislative/market changes
Education/Experience
- 5+ years of experience with Kroll
- 3+ years of experience in the pharmacy industry (chains, banners, independent associations)
- 3+ years of experience in management, preferably client service management or business operations management
- University or other post secondary education, preferably in people management and client-facing roles
As the Manager – Client Service Management you are responsible for leading a team of business analysts and technical analysts to achieve a high level of performance and delivering operational excellence and support for major, complex clients utilizing TELUS’ Pharmacy Management Solutions (primarily Kroll).
In this fast paced role, this individual will be responsible for capacity planning, risk management, and management of interdependencies and key processes like problem management and change management. 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.
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.