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Director, Advisor Group Benefit Services

Surrey, BC
Full Time
4 hours ago

Join GroupHEALTH Benefit Solutions® today and become part of an organization that istransforming the way Canadian’s experience benefits.

Our mission is simple;We develop and deliver the most cost-effective employee benefits solutions to Canadian businesses.

GroupHEALTH is accelerating - and you provide the fuel.

The Director, Advisor Group Benefit Servicesis responsiblefordefiningthe strategyand developingtheClient Services teamwith focus on team expertise and scalability for growth while managing the external stakeholder relationships and delivery of a best in class experience.


First 30 Days
  • Develop leadership role with direct team members and Client Services Management team
  • Engage in 1-on-1 meetings with Direct Reports andSenior leadersto build key relationships with stakeholders
  • Meet with external department stakeholders to understand how departments interact on a day to day as it pertains to your role
  • Review of training material and resources as it pertains to systems and processes, carrier guidelines

First 60 Days
  • Can easily determine which department at GHG is responsible for specific lines of business/functions
  • Workingunderstanding of each GroupHEALTH benefit and product offering
  • Develop and build relationships withall stakeholders (insurers, partner advisors, sales team, managers)
  • Review and develop department KPI’s
  • Develop ahigh-levelunderstanding of internal systems (CRM – day to day use and reporting, WEBS online,Enrol-ME)

First 90 Days
  • Leadership – a mentor forpeerswhile building and supporting teamwork
  • Perform and assessment and identify areas of development required in process and team members
  • Determine and set objectives for direct reports and overall department

The Key Responsibilities of this role will include:
  • Understand and deliver the company values and visions
  • Define and deliver Client Service Strategyin collaboration with other Client Service leaders
  • Provide leadership, coaching and support to Client Services teamwith focus on identifyingteam capabilities and skills required to deliver on the strategy
  • Develop,maintainand take responsibility forstrong relationships with Partner Advisors,Insurers and vendors
  • Maintain andconsistently seek opportunities to improve client satisfaction (CSAT) levels; actively manage CSAT key performance indicators (KPI’s)
  • Maintain excellentstandards of customer service and ensure the Client Service team adhere to standards through the monitoring of NPS survey resultsand stakeholder feedback
  • Lead team through change and transformationthroughsupport of business objectives, participationin business initiatives and projects as required
  • Developand supporttraining solutions that align with department and business strategyensuring a deepening of expertise in the team in collaboration with the Client Service Training Specialist and Manager, Learning and Development
  • Be accountable for effective implementation of and adherence to established business processes, guidelines, and service standards
  • Liaise with the Underwriting, Client Experience, Marketing, Finance,Member Contact Centre and Claimsand Sales teams to ensure products and delivery align with company objectives
  • Collaborate with other stakeholders and provide input on processes and system to ensure cross department efficiency
  • Assess risk and exposure to make and deliver supported decisions on escalated client and partner advisor matters
  • Provide guidance/expertise on contracts/CBA interpretation and complex cases
  • Manage and develop first level management through quarterly objective and day to day support
  • Create a culture that encourages high performance through personal and professional developmentand on the job expertise
  • Oversee hiring by team leaders ensuringin linewith company set objectives
  • Act as a liaison with other Senior leadership in Barrie, ON location for all staff
  • Performing other duties as assigned by management

Education & Experience
  • 8+years of related group benefits experience
  • Proven experience in building and delivering strategy
  • 1-2yearsin a managerial role is required
  • 10+ years in customer service role
  • Proficiency in office programs required
  • GBA Designation(or working towards)an asset
  • Experience with CRM systems an asset

Want to be part of a rapidly growing company that is transforming the way Canadian’s experience benefits? Apply now!

We thank everyone who applies to the Director, Advisor Group Benefit Services role; however, due to the volume of applications we receive, we are only able to contact candidates who have been selected for an interview.
Health Care