Member Administration Services Team Lead

ACAW Trust Funds; Edmonton; On-site; CAD 70,000 - 90,000; Full time

Job summary

A financial services organization located in Edmonton is seeking a Member Administration Services Team Lead. In this mid-senior level role, you will oversee department operations, ensure compliance regarding member data and payments, and manage a team to foster development and efficiency. Applicants should have substantial experience in benefits administration and strong leadership skills. The role offers a collaborative work environment with competitive benefits.

Qualifications

• Minimum 5 years in group benefits and pension administration, with 2+ years in leadership.

Responsibilities

• Supervise daily operations of the team, ensuring adherence to policies and procedures.
• Conduct audits and reconciliations to maintain accuracy.
• Manage escalations from members or service providers.
• Identify and implement efficiency improvements.
• Update member eligibility and hours regularly.

Skills

Strong leadership and mentoring skills

Excellent communication and interpersonal abilities

Proficiency in data analysis and problem-solving

Ability to manage multiple tasks and prioritize

Attention to detail and accuracy

Familiarity with pension, health, and wellness programs and systems

Intermediate knowledge of Windows OS and Microsoft Office suite

Education

Post Secondary Diploma in a related field

Bachelor's degree in health administration, business administration, or related field

Certified Employee Benefit Specialist (CEBS) designation

Job description

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Reporting to the Director, Operations, the Member Administration Services Team Lead oversees the Member Administration Services department. This includes ensuring member self-payments are processed in a timely manner, dependent and beneficiary data is up to date, and reciprocal records are processed accurately. The Team Lead manages and mentors team members, fostering a collaborative and high-performance environment.

Key Responsibilities

Leadership

• Supervise daily operations of the team, ensuring adherence to policies and procedures.
• Evaluate performance and provide coaching and mentoring support.
• Conduct regular meetings to provide feedback, support career growth, and address team concerns.
• Assess and improve department processes to enhance efficiency.

Quality Control and Compliance Oversight

• Ensure data, payments, and records comply with policies and regulations.
• Conduct audits and reconciliations to maintain accuracy.
• Implement best practices to minimize errors.
• Review plan texts, member booklets, policies, and procedures for accuracy.

Member and Stakeholder Support

• Manage escalations from members or service providers.
• Collaborate internally to resolve disputes and streamline benefit administration.
• Work with the Health & Wellness Team Lead on legal inquiries.
• Address member inquiries regarding hours and coverage.
• Develop communication strategies to enhance member experience.

Operational Efficiency & Reporting

• Identify and implement efficiency improvements.
• Generate reports on payments, transactions, and member data.
• Oversee document management and timely data processing.
• Maintain organized member records and updates.

Eligibility & Issue Resolution

• Update member eligibility and hours regularly.
• Process eligibility reports and updates for members.
• Coordinate with Accounting to verify contributions.
• Notify members of eligibility changes and assist with coverage issues.

Qualifications

Education

• Post Secondary Diploma in a related field.
• Preferred: Bachelor's degree in health administration, business administration, or related field.
• Certified Employee Benefit Specialist (CEBS) designation is an asset.

Experience

• Minimum 5 years in group benefits and pension administration, with 2+ years in leadership.

Job Specific Skills

• Strong leadership and mentoring skills.
• Excellent communication and interpersonal abilities.
• Proficiency in data analysis and problem-solving.
• Ability to manage multiple tasks and prioritize.
• Attention to detail and accuracy.
• Familiarity with pension, health, and wellness programs and systems.
• Intermediate knowledge of Windows OS and Microsoft Office suite.

Preferred:

• Knowledge of reciprocal processes between plans is an asset.

We believe our strength starts with our people. We foster a workplace supporting personal and professional growth through continuous learning. Our team enjoys competitive benefits and a collaborative atmosphere. Join us to be part of a team that values growth, positivity, and purpose — your future starts here!

Seniority level: Mid-Senior level

Employment type: Full-time

Industries: Funds and Trusts