Description:
Do you believe in the power of first impressions? Are you eager to lead a team that serves as the face of Equitable Head Office, managing new client installations and ongoing maintenance to foster productive relationships? We are seeking a dynamic leader who excels at managing cross-functional issues while continuously enhancing our top-tier service delivery.
This is an exciting opportunity to join one of the Waterloo Area’s and Southwestern Ontario’s Top Employers for 2024!
What you will be doing:
- Maximize Capacity: Ensure our regional office service staff (CRS) are operating at full capacity at all levels (office, region, Group Account Executive, and national) while maintaining a strong client focus. Identify opportunities for efficiencies between Quote and Implementation.
- Collaborate and Resolve Issues: Partner with peer Managers and Leaders to resolve complex functional and cross-functional business issues. Provide guidance and support to Client Relationship Specialists and other impacted roles.
- Client Interactions: Manage all client-facing interactions, including telephony and Microsoft Teams, for new business installations and ongoing maintenance. Build productive, sustainable long-term relationships with clients, head office, and regional office teams (sales and service).
- Service Level Model: Develop a model that ensures a positive service experience for both potential and existing group policyholders.
- Support Group Account Executives: Assist Group Account Executives in strengthening partnerships with Client Relationship Specialists. Work closely with advisor service teams to manage advisor relationships.
- Process Improvement: Identify and implement opportunities for process improvements to reduce costs and enhance services.
What you will bring:
- Experience: 5-10 years of Group Benefits experience, including at least 5 years in a management role.
- Skills: Excellent analytical, organizational, time-management, problem-solving, negotiation, and decision-making skills.
- Leadership: Strong leadership abilities with a focus on building relationships, fostering teamwork, and driving continuous improvement and change management.
- Collaboration: Confidence in partnering with other divisional managers and leaders to identify and implement strategic initiatives and priorities.
- Equitable Principles: Understanding principles and processes, with the ability to apply and coach others on these practices.
- Presentation Skills: Excellent presentation skills, capable of developing and delivering presentations to various audiences, including plan members, plan sponsors, and advisors.
- Training: Ability to train others on processes, accountabilities, and client experience.
- Communication: Strong written and verbal communication skills, with the ability to discuss products, contract and booklet language, and address questions related to government programs, legislation, and compliance.
- Adaptability: Comfortable working in a fast-paced, changing environment with tight deadlines and shifting priorities.
- Travel: Flexibility to travel for Finalist Presentations and Regional visits.
- Goal Setting: Engagement in setting annual goals and targets in partnership with Group Underwriting Management.
- Technical Skills: Proficiency with Microsoft products and the ability to learn and apply new system applications.