Client Service & Support Manager, Employee Benefits

HUB International; Vancouver; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Tuition financing and training

RRSP matching

Flexible benefits options

Flexible scheduling and hours

LifeWorks EAP

Wellness initiatives

Community involvement

Job summary

HUB International is seeking a Client Service & Sales Support Manager in Downtown Vancouver to lead the Employee Benefits service team. You will drive client satisfaction through collaboration, people development, and a commitment to quality.

Prior leadership is prioritized; exposure to group benefits is helpful, but industry knowledge can be developed on the job. The role is regular, full-time, with responsibilities across strategy, coaching, and process optimization, reporting to the VP,

Qualifications

• Must have strong leadership and team development experience.
• Excellent communication and interpersonal skills.
• Willingness to obtain LLQP license within 6 months if not already licensed.

Responsibilities

• Strategize with sales and service to ensure best client experience.
• Coach and supervise the Downtown Vancouver EB service team (recruitment, onboarding, training).
• Foster a positive work environment and develop career paths for team members.
• Ensure efficient business processes and performance management.
• Schedule regular meetings and coordinate with HR for licensing and contracts.

Skills

Leadership

Team management

Communication

Organizational skills

Process improvement

Collaboration

Education

LLQP Licensed (BC or other provinces)

Job description

HUB International is continuously GROWING, and we are looking for individuals with an ENTREPRENEURIAL mindset to join our team!
We are BC's largest insurance broker, growing 15% year over year! We offer stability, career development opportunities, and a strong teamworking environment. Whether you're just starting out in insurance, or a seasoned veteran, HUB can take you to your next career goal.

We are Proud to Offer

• Competitive compensation
• Comprehensive tuition financing and career-related training and development
• Company matching RRSP contributions
• Customizable flexible benefits options for you and your family
• We promote work-life balance through flexible scheduling and hours
• A progressive employee assistance program through LifeWorks
• Mental and physical wellness initiatives
• HUB Cares: we are a company that gives back and is active in the community
  

The Opportunity

As the Client Service & Sales Support Manager, you will lead a team focused on delivering exceptional service to our group benefits clients - driving client satisfaction through strong collaboration, thoughtful people development, and a commitment to quality and timeliness. While exposure to group benefits is an asset, we are prioritizing candidates with demonstrated leadership and team management experience - industry-specific knowledge can be developed on the job. This position reports to the Vice President, Operations, Employee Benefits & Group Retirement, and is a regular, full-time role primarily based at our Downtown Vancouver office in Bentall One, with occasional time at our Head Office in Burnaby Still Creek.

Our Bentall One location sits in the heart of Downtown Vancouver - steps from SkyTrain, and surrounded by shops, restaurants, and amenities.

At HUB, we offer more than a job. We offer a career with purpose - one that combines a dynamic and collaborative work environment with real opportunities for growth, recognition, and long-term success.

Key Responsibilities

• Strategize and collaborate with all levels of sales and service functions to ensure the best client experience possible
• Coach, support and supervise our Downtown Vancouver Employee Benefits service and support team including:
  • Recruitment
  • Onboarding
  • Training & Development
  • Performance Management
  • Engagement
• Foster a positive, engaging work environment to attract and retain top talent
• Work with HR and the VP of EB to develop a career pathing plan for existing team members
• Ensure effective and efficient business processes and procedures are in place
• Optimize quality and volume of work
• Workforce planning to meet business objectives and goals
• Schedule regular meetings and check-ins with individual team members to discuss performance and goals
• Ensure proper provincial licensing as well as insurance company contracting is in place
• Collaborate with national and corporate resources
• Support management with the oversight of Accounts Receivable or revenue allocation as needed
• Other duties and responsibilities as assigned

Talent Management Responsibilities

• Support team members to ensure that they are achieving agreed team and individual goals for client response times, workload, etc.
• Evaluate and counsel employees relative to performance, conduct, attendance, and adherence to policies, procedures and regulations
• Focus on development and career pathing for team members
• Approve and manage staff schedules such as vacation, appointments, education
• Coordinate vacation back-ups as needed
• Host and maintain regular monthly meetings with the team
• Schedule quarterly check-ins and annual year-end reviews with individual team members to discuss performance and professional goals
• Know when to escape issues to the next level of management
• Assist in establishing team priorities and goals

The Requirements

The successful candidate thrives in a collaborative and results-driven atmosphere and leverages their strong communication and interpersonal skills to build a team-oriented environment. Your passion for efficiency and process improvement has you constantly looking for opportunities to optimize resources. You're highly skilled in planning as well as execution.

• A strong aptitude to work collaboratively with direct reports, colleagues, business partners and front-line talent to create a results-driven team
• Strong communication skills (verbal & written)
• Excellent interpersonal skills
• Able to manage a team of staff in a dynamic, fast-paced environment
• Strong organizational skills
• LLQP Licensed (in BC or other provinces) or willingness to obtain within 6 months

Asset Experience That Will Make You Stand Out

• Prior experience working within the group benefits industry
• Industry designation (CEBS or other)
• Prior experience managing and developing talent

The expected salary range for this position is $90,000 to $120,000 and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.

Our Culture Starts with You

• We are looking for SELF-STARTERS with an ENTREPRENEURIAL mindset who will take OWNERSHIP of their business
• We want you to be INNOVATIVE and open to sharing your ideas
• You work with URGENCY while providing a high level of PROFESSIONAL SERVICE towards our customers, communities, & colleagues.
• You are a TEAM PLAYER who positively impact those around them; We MOTIVATE each other to GROW TOGETHER
• You work with a high degree of INTEGRITY and ACCOUNTABILITY

To find associated positions at our HUB simply search myHUBbc as a keyword in the search bar on our careers page!

Department General Management

Required Experience: 5-7 years of relevant experience

Required Travel: No Travel Required

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