Supervisor, Administration Services (Chambers Plan)

Johnston Group Inc.; Winnipeg; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Johnston Group Inc. in Winnipeg, MB, seeks a Supervisor, Administration Services to oversee day-to-day operations, ensure compliance with Chambers Plan guidelines, and support our Advisor network with daily inquiries and escalation resolution.

You will lead a team, coordinate training, monitor performance metrics, and drive operational excellence across Administration Services, collaborating with Managers, Team Leads, HR, and other departments in a hybrid Winnipeg office.

Qualifications

• Excellent verbal and written communication skills.
• Strong decision-making and problem-solving abilities.
• Proven leadership and coaching experience.
• Ability to manage confidentiality and handle sensitive information.
• Experience leading change initiatives and stakeholder engagement.
• Ability to prioritize and manage multiple priorities in a fast-paced environment.

Responsibilities

• Oversee daily operations of Administration Services.
• Provide leadership and guidance to team members.
• Support advisor network with inquiries and escalation handling.
• Review cases and ensure service standards are met.
• Collaborate with Team Leads, Trainers, HR and other departments.
• Lead cross-functional projects and continuous improvement initiatives.
• Monitor performance metrics and staffing/attendance.

Skills

Leadership

Communication

Change management

Stakeholder management

Confidentiality

Coaching

Time management

Job description

Johnston Group provides employee benefit solutions to over 30,000 companies, ranging from one employee to thousands across various product lines, including Chambers of Commerce Group Insurance Plan, Canada’s #1 employee benefits plan for small businesses. JG is a platinum member ofCanada’s Best Managed Companiesand was named one ofManitoba’sTop Employers.We support a positive work atmosphere where we value the diversity in the people we serve and are looking for talent who will contribute to our diverse and inclusive workplace; where individual differences are recognized, appreciated, and respected. JG believes in giving back and contributes significantly to local health, arts, sports, and other community organizations.

As part of our Supervisor, Administration Services (Chambers Plan) team, you will work closely with the Manager of Administration Services to oversee the day-to-day operations of the Administration Services department, ensuring compliance with benefit plan guidelines, processes, and service standards. You will provide leadership and guidance to team members, support the resolution of complex administrative matters, manage advisor and internal inquiries, and review escalated cases while delivering exceptional service to internal and external stakeholders. This role carries a significant responsibility in supporting our Advisor network, acting as a key point of contact for daily inquiries, exception requests, and relationship management. As a Subject Matter Expert in Chambers Plan administrative guidelines and processes, you will provide expertise and guidance across the organization while contributing to the ongoing success of the department. You will also lead and participate in departmental and cross-functional projects and initiatives, representing Administration Services and helping drive operational excellence and continuous improvement.

In this role, you will support team development through training, coaching, quality assurance reviews, workload coordination, and cross-training initiatives. You will collaborate with Team Leads, Trainers, Human Resources, and other departments to drive operational excellence, improve processes, and support key business initiatives. Additionally, you will monitor team performance metrics, report results to leadership, oversee staffing and attendance management, contribute to renewal activities and risk assessments, and ensure timely communication of changes impacting Administration Services operations.

*Hybrid working model based out of our Winnipeg, MB office, with three days in-office per week.

Qualifications:

• Excellent verbal and written communication skills, with the ability to clearly convey information, influence outcomes, and build strong working relationships with internal and external stakeholders
• The ability to make quick decisions based on knowledge and experience
• Aptitude for listening and responding to staff and client enquiries effectively and in a professional manner
• Demonstrated ability to lead and support organizational change initiatives, including effectively communicating changes, engaging stakeholders, managing competing priorities, and helping teams adapt to evolving business needs
• Strong organizational, time management, and problem-solving skills, with the ability to prioritize tasks, manage competing deadlines, and resolve issues effectively in a fast-paced environment
• Ability to maintain confidentiality with sensitive and private information
• Demonstrated ability to handle confidential and sensitive information with discretion and professionalism, while fostering an inclusive, respectful, and equitable team environment that values diverse perspectives and experiences
• Previous leadership, supervisory, or team lead experience with a demonstrated ability to coach, develop, and support employees is a must