Client Service Manager - Benefits Management & Enrollment Solutions

Intello Technologies Inc.; Toronto; On-site; CAD 92,000 - 138,000; Full time

Job summary

An established industry player is seeking a Client Service Manager to lead a dynamic team in the benefits management sector. This role is pivotal in ensuring operational excellence and delivering exceptional client service. You will engage with stakeholders at all levels, driving performance management and fostering a culture of continuous improvement. The position offers a unique opportunity to influence client relationships and enhance customer experiences through strategic planning and operational efficiency. Join a forward-thinking organization that values innovation and teamwork, and make a meaningful impact in the health sector.

Benefits

Comprehensive total rewards package

Minimum 3 weeks of vacation

Flexible benefits plan

Generous company matched pension

Career growth opportunities

Work flexibility (in-office or virtual)

Qualifications

• 10+ years in benefits administration and enrollment industry.
• 5+ years leading client-facing teams with proven results.

Responsibilities

• Lead and mentor a team of Business Analysts for performance excellence.
• Oversee client portfolio health and satisfaction to retain key customers.

Skills

Client Care

Leadership

Risk Management

Analytical Skills

Communication

Problem-Solving

Relationship Management

Education

Bachelor's Degree in a related field

Job description

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Client Service Manager - Benefits Management & Enrollment Solutions

Location:

Toronto, ON, CA, M5J 2V5 Ottawa, ON, CA Montréal, QC, CA Moncton, NB, CA Vancouver, BC, CA

Jobs by Category: Health

Job Function: Health Solutions

Status: Full Time

Schedule: Regular

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

1. Lead, coach, and mentor a team of Business Analysts, fostering a culture of excellence and continuous improvement
2. Drive performance management, career development, and succession planning initiatives
3. Facilitate effective team communications and knowledge sharing
4. Manage resource allocation and capacity planning to meet client demands

Client Success & Relationship Management

1. Oversee client portfolio health and satisfaction to retain key customers
2. Build and maintain relationships with key stakeholders across private sectors
3. Manage escalations and ensure timely resolution of complex client issues
4. Lead continuous improvement initiatives to enhance customer experience

Operational Excellence

1. Drive operational efficiency through process optimization and automation initiatives
2. Develop and monitor KPIs to ensure service level agreements are met or exceeded
3. Implement risk management strategies and quality control measures

Required Knowledge and Abilities:

1. Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and escalation management
2. Ability to develop highly effective relationships at all levels; including direct customer facing experience
3. Strong leadership aptitude, ability to lead, train, coach and motivate a team to effectively increase performance results and achieve desired results
4. Ability to plan, organize, and prioritize, own time while accomplishing tasks in a cost effective manner
5. Demonstrated ability to influence and collaborate with clients, stakeholders and cross-functional teams
6. Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers
7. Ability to develop strategic plans including business, financial and product strategies.
8. Excellent analytical, communication and presentation skills

Qualifications

You are the missing piece of the puzzle if you have:

1. Subject matter expertise in benefits management and benefits enrollment industry, including benefits administration
2. Experience with private payer stakeholders (insurers, third-party administrators, brokers, consultants)
3. In depth knowledge of both private and public sector stakeholder interests, strategies and trends

Required Experience:

1. 10+ years experience in benefits administration and enrollment industry, including systems, processes
2. 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

1. Strategic thinking and problem-solving abilities
2. Excellence in written and verbal communication
3. Strong presentation and negotiating skills
4. 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.

Salary Range: $92,000-$138,000

Performance Bonus or Sales Incentive Plan: 20%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

1. Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
2. Flexibility to work in-office, virtually or a combination of both
3. Generous company matched pension and share purchase programs
4. Opportunity to give back to communities in which we work, live and serve
5. Career growth and learning & development opportunities to develop your skills
6. And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re a people-focused, 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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

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 team members 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.

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

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Health

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

21,166
Physicians using TELUS Health electronic medical records

140 million+
Health claims processed using TELUS Health solutions

Accessibility

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.