Client Service Team Manager
On-site · Edmonton, Alberta, Canada
Job Summary
Lead and develop a team of Group Benefits Specialists who support plan sponsors and members, ensuring exceptional customer service via live chat, email, and phone. Partner with the development team to provide service insights, implement training on product features and benefits administration, monitor workload and performance metrics, identify trends in client inquiries, and escalate complex client situations. Create and maintain documentation of service procedures and best practices, regularly report on team performance and client satisfaction to senior leadership, and uphold service level standards in an Edmonton-based, in-person role. Requires 3+ years of leadership in a client service environment, Canadian benefits administration experience preferred, and a Bachelor's degree (or equivalent) preferred; GBA designation preferred; bilingual ability is an asset.
Required Qualifications
- 3+ years of leadership experience in a client service environment
- Canadian benefits administration experience preferred
- Minimum Bachelor’s degree (or equivalent) in Business Admin or related field preferred
- GBA Designation preferred
- Proven track record of building and leading high-performing teams
- Excellent verbal and written communication skills
- Strong organizational and project management abilities
- Ability to analyze service data and implement improvements based on findings
- Bilingual in English and French is an asset but not required
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