Benefit Services Team Lead

HealthCareersInSask.ca • Regina, SK

6h • Onsite

About The Position

We are seeking a Benefit Services Team Lead to provide leadership, expertise, and direction to a high‑performing team responsible for delivering outstanding service to employee benefit plan members, health care employers, and unions across Saskatchewan. Reporting to the Manager, Benefits Services, you will act as a subject matter expert in employee benefits while supporting team development, training, documentation, and continuous improvement initiatives. You will be a key escalation point for complex matters and play an important role in ensuring consistent, high‑quality service delivery aligned with organizational values and service standards.

Requirements

• Bachelor’s degree in Business Administration or a related field (or equivalent experience)
• CEBS designation (or equivalent)
• LEADS Leadership Framework certification
• Minimum 2 years’ experience as a Benefit Services Officer or in a comparable role
• At least 2 years’ experience leading or supervising a team
• 5+ years of experience in customer service and/or the insurance or benefits industry
• Experience developing and reporting on performance metrics and quality assurance standards
• Strong leadership, coaching, and conflict‑resolution skills
• Excellent written and verbal communication abilities
• Proven experience developing training and educational materials
• Analytical and strategic thinking with a continuous‑improvement mindset
• Ability to manage competing priorities in a fast‑paced environment
• High attention to detail and commitment to quality
• Proficiency in Microsoft Office (minimum typing speed of 30 wpm)
• Commitment to organizational values and service excellence

Nice To Haves

• Lean knowledge is considered an asset

Responsibilities

• Provide day‑to‑day leadership, coaching, and guidance to a Benefit Services team
• Monitor workloads and performance to ensure service standards are met
• Foster a collaborative, respectful, and high‑performing team culture
• Participate in recruitment and onboarding activities
• Represent the team in collaborative forums and cross‑department initiatives
• Design, develop, and deliver onboarding and ongoing training programs
• Identify skills gaps and coordinate continuous learning opportunities
• Document and maintain policies, procedures, and best practices
• Ensure consistency and accuracy in operational processes
• Act as an escalation point for complex or sensitive inquiries
• Support quality assurance through call monitoring and performance feedback
• Promote empathy, professionalism, and service excellence
• Create and deliver education materials and sessions for plan members and employers
• Support understanding of benefit entitlements, processes, and timelines
• Serve as a public‑facing subject matter expert as required
• Identify and support opportunities to improve processes and service delivery
• Participate in testing system enhancements and implementing fixes
• Track, analyze, and report on service metrics and performance indicators
• Support audit activities and corrective action planning

Benefits

• Four (4) weeks’ vacation leave upon initial hire and 12 scheduled days off (pro-rated)
• Enhanced dental and extended health plans
• Group life insurance coverage
• Flexible spending plan: employees can choose between the health spending account and the lifestyle spending account
• A robust Employee and Family Assistance Program (EFAP) that includes counselling, legal and financial services, amongst others
• Access to the Saskatchewan Health Employees’ Pension Plan (SHEPP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level