Client Services Manager

Client Services Manager
Benefits Administration Department
Permanent Full Time
Montreal, Quebec

Your role:

Reporting to the Director, Client Services, the Client Services manager is responsible for the administration of client benefit plans for employees and pensioners. The manager is the intermediary between the insurer and our clients.

Details on your role:

• Manage a mid-sized client team. This means being involved in staff and career development management.
• Supervise or participate in special projects (annual enrolment, certification of dependents, rate changes) as well as new client implementations, as required by the department.
• Supervise and monitor the team’s activities and make sure team members have the tools they need to carry out their duties.
• Oversee quality control of deliverables, meeting deadlines set out in the contract.
• Identify the concerns of existing clients and suggest solutions during conversations or meetings.
• Identify non-value-added client-related activities and improve the operational process.
• Measure and monitor the performance of team members and provide feedback.
• Mentor a certain number of employees.
• Oversee the supervision and general professional development of team members.
• Make sure the workload is reasonable.
• Participate in employee evaluations.
• Assist employees with career planning.
• Clearly communicate performance objectives and expectations to employees.
• Build and maintain long-term relationships with clients by delivering superior customer service.

Your profile:

• At least 7 years of experience in employee benefits, in the administration of flexible or conventional group benefit plans
• University degree or equivalent work experience
• Experience in personnel management and career development
• Ability to work in a computerized environment and use technology to solve technical challenges
• Comfortable solving problems and proposing workable solutions
• Excellent ability to manage and motivate different teams
• Good knowledge of provincial and federal pension and benefits legislation
• Ability to analyze information and see the big picture
• Leadership skills and ability to manage several projects at the same time
• Previous experience managing and supervising all the work, or one project, for one client
• Bilingual in English and French, oral and written