About Manitoba Blue Cross

We’re a Manitoba-based, not-for-profit, health benefits provider with a vision to be the trusted and essential health and wellness partner for all Manitobans. Every dollar made is reinvested in our infrastructure, our people, and our province with the goal of providing better care for our members, expanding our community impact and broadening our health care knowledge.

Why work for us?

Manitoba Blue Cross, is a Manitoba Top Employer. We are empowered to give back to the community, and we know that caring needs to start in our workplace with our own Manitoba Blue Cross team. We actively foster a culture that focuses on your satisfaction, development, diversity, and growth.

Culture of Caring

We strive to succeed at reaching our organizational goals, but we always make time to celebrate our successes. Having fun as a group and rewarding our employees for their accomplishments is an essential part of our workplace culture.

We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace. We offer a work environment that promotes a healthy work-life balance and support to advance your career that includes:

• Competitive starting salary.
• A comprehensive health benefit package.
• Hybrid work environment, flexible work schedules.
• Fully equipped onsite fitness center.
• Casual dress code to promote diversity and inclusivity.
• Personal and professional development.

Are you a driven, dedicated, and enthusiastic individual who wants to work in a friendly and rewarding environment?  If so, we are looking for someone like you! The following position is open to anyone residing in Winnipeg and surrounding areas with valid work authorization. 

POSITION SUMMARY

The Analyst will work with the Assistant Managers within the Member Services team to support processes involving the Member Services department. Responsibilities include working closely with end users and the Business Technology and Innovation Services team to enhance existing systems, maintaining the contact management system on behalf of the Member Services contact centre, participating in projects, testing systems changes and creating and analyzing Member Services contact centre reports.

DUTIES AND RESPONSIBILITIES

• Participates in systems analysis for enhancements to existing systems.
• Liaises with the Business Technology and Innovation Services team to provide the Customer Service perspective during all phases of the application development or enhancement process.
• Participates in the testing and re-testing of new or modified systems prior to final release.
• Participates in the coordination, communication, implementation and rollout of system enhancements.
• Maintains procedure manuals for contact centre management system.
• Participates as a member of various project teams for corporate and department projects.
• Liaises with various departments, including other contact centres in the organization, regarding various projects and/or problems, as required.
• Responsible for the contact centre management system including coordinating IVR recordings, managing queues, troubleshooting, maintaining agent profiles and raising tickets for issues and enhancements.
• Liaises with phone system channel partner.
• Prepares all daily, monthly, quarterly and on-request reports as required.
• Assists with maintaining Confluence site.
• Reviews and documents post call and email surveys from members and providers.
• Identifies opportunities for process efficiency improvement and recommends process changes as appropriate.
• Conducts research and prepares written recommendations for the management team.
• Other related duties as assigned.

Skills, Qualifications & Desirable Attributes 

• Dedicated to the principles of exceptional service, committed to responding to, anticipating, and addressing customer needs, for both internal and external customers.
• Post secondary degree, certificate, or diploma in Commerce, Business Administration, Business Analysis or equivalent. An equivalent combination of education and 2-3 years experience in the insurance industry will be considered.
• Excellent analytical and problem solving skills with attention to detail.
• Exceptional interpersonal and communication skills (verbal and written) with ability to interact with all levels within the organization in a team environment.
• Strong communication, report writing and presentation skills.
• Ability to produce quality work under pressure/strict guidelines.
• Demonstrated ability to research, analyze, assess, provide options and make recommendations.
• An appreciation for, and broad understanding of, management information systems, as well as the technology and logic supporting them.
• Self-motivated, with exceptional organizational skills and a proven record of managing and prioritizing multiple tasks within varied and dynamic timelines on an ongoing basis.
• Exercises sound judgment, tact and discretion.
• Strong working knowledge of Confluence and Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.
• Knowledge of Mitel phone system an asset.
• Knowledge of Manitoba Blue Cross products, systems and terminology would be an asset.
• Committed to life-long learning and professional development.
• Capable of completing industry education programs entailing self-directed study and the writing of graded examinations.  Specific programs include but are not limited to LOMA, CEBS, and ICA. Discipline-specific study may be required in areas such as project management, communication, etc.

Ready to Apply? We are excited to meet you!

If you would like to join our team, you are invited to apply by submitting your resume and cover letter by clicking the "Apply" button below by April 9, 2025.

To learn more visit: https://www2.mb.bluecross.ca/about-us/careers

We appreciate the interest expressed by all applicants and acknowledge the effort put into the application process, however only those selected for an interview will be contacted.

Manitoba Blue Cross is committed to the principles of diversity, equity & inclusion and to promoting opportunities in hiring for everyone. We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace.

We encourage all qualified candidates to apply.  If you require an accommodation during the hiring process, please let us know.