Manager, Client Experience

Position Title: Manager, Client Experience
Reports To: AVP, Group Underwriting
Department: Group Underwriting
Term: Permanent Full-Time


Work Arrangements: You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis. Sales related roles may be required to travel based on the assignment.

The Opportunity: Join our team as a Manager, Client Experience!

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.

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)