Client Service Team Manager
On-siteEdmonton, Alberta, Canada
Job Summary
Lead, mentor, and develop a team of Group Benefits Specialists supporting plan sponsors and members. Establish and maintain service level standards for exceptional customer support via live chat, email, and phone. Collaborate with the development team to provide service insights for product improvements and implement training programs on product features and best practices. Monitor team workload and performance metrics to optimize efficiency, while identifying trends in client inquiries to proactively address recurring challenges. Serve as an escalation point for complex client situations and create documentation of service procedures. Regularly report team performance and client satisfaction metrics to senior leadership.
Required Qualifications
- 3+ years of leadership experience in a client service environment
Desired Qualifications
- Canadian benefits administration experience
- Minimum Bachelor's degree (or equivalent) in Business Admin or related field
- GBA Designation
- 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
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