Manager, Group Client Care Centre

Title: Manager, Group Client Care Centre
Reports to: Director, Group Health and Dental Claims  
Department: Group Claims and Admin Management
Term: Permanent Full-Time
Schedule: Monday to Friday, 8:00 AM PST to 4:00 PM PST

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:  At Equitable, we’re committed to delivering an experience that our clients rave about! If you have a passion for client service along with experience leading a high performing team, you’ll be a great fit to lead our Group Client Care Centre.

Leading our team of Client Care Representatives is an opportunity to make a big impact. You’ll collaborate with our Group Benefits leadership team to deliver market differentiated service by providing our clients with consistently effortless, empathetic and accurate experiences.

As the Manager of our Group Client Care Centre, you'll oversee daily operations and work in partnership with another manager to guide and support our team. Our goal is to exceed client expectations and meet service standards. In our quest to always get better, you will work with the team to identify and implement continuous improvement ideas to deliver effortless experiences for our clients. Plus, you’ll represent the team on strategic projects that impact the Group line of business.

Join Equitable now to see why we’re one of the top employers in the Waterloo Area and Southwestern Ontario for 2024! This is an excellent opportunity to experience why we have continuously been selected as an exceptional workplace in the community.   

What you will be doing:
 

• Provide leadership and direction to team members within the Group Client Care Centre, building on our culture of service excellence.
• Conduct regular coaching sessions with staff, review and manage performance, and actively lead and facilitate team engagement activities.
• Monitor the training of new and existing staff to ensure they have the knowledge, skills and confidence to provide outstanding service.
• Resolve complex issues, define solutions, communicate timelines and handle/diffuse escalated situations.
• Recruit high quality team members and support their skill development and career growth. You’ll reinforce and focus on positives, clarify values, build rapport, strengthen relationships within our team and business unit, and emphasize teamwork while celebrating key successes and milestones.
• Ensure timely reporting of daily, weekly and monthly performance metrics to staff and management.
• Apply sound financial management with a focus on team effectiveness and our commitment to meeting service standards.
• Manage and support cross departmental projects, focusing on the client experience, the team’s engagement and the business outcomes that contribute to departmental, divisional and corporate goals.
• Manage and support various initiatives and key strategic projects within and across business units while applying thoughtful change management practices.

What you will bring:
 

• Proven experience leading a team in a contact centre environment with an in depth understanding of call centre performance management and metrics.
• Experience in group insurance, procedures and group contracts with specific focus on Group Health and Dental (preferred)
• Natural people leadership skills, adept at inspiring and motivating the team to reach their full potential.
• Resilience, maintaining a positive attitude and an ability to thrive in a fast paced, dynamic organization.
• Strong interpersonal skills to build strong relationships and collaborate closely with peers and partners for shared success.
• Advanced listening and persuasion skills to assess and resolve client issues.
• An ability to see the big picture, and work with critical details in problem solving and planning forward.
• Coaching and staff development experience, skilled in mentoring and coaching staff in a demanding, fast-paced environment.
• Strong analytical ability used to interpret operational data to get insights / make impactful decisions.
• Strong organization, communication, analytical and prioritization skills.
• Familiarity with workforce management principles would be an asset.

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.
• An onsite, full-service cafeteria with a variety of daily options.
• 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)