Claims Services Team Lead

HealthCareersInSask.ca • Regina, SK

6d • Onsite

About The Position

We are seeking an experienced and motivated Claims Services Team Lead to provide leadership and subject‑matter expertise within our Employee Benefits Claims Services team. This role plays a key part in delivering exceptional customer service to plan members, healthcare employers, and unions participating in the Employee Benefit Plan Trusts. Reporting to the Manager, Claims Services, the Team Lead supports operational excellence by guiding daily work, developing staff capabilities, overseeing training and onboarding, documenting best practices, and acting as an escalation point for complex matters. This role also contributes to continuous improvement initiatives and strategic partner education.

Requirements

• Bachelor’s degree in Business Administration or a related field, or equivalent experience
• CEBS designation or equivalent
• LEADS Leadership Framework certification
• Minimum of two (2) years’ experience as a Benefit Services Officer or in a comparable role
• At least two (2) years’ experience leading or supervising a team
• Five (5) or more years of experience in customer service and/or the insurance industry
• Experience with performance metrics, quality assurance, and reporting
• Strong leadership, coaching, and conflict‑resolution skills
• Excellent written and verbal communication abilities
• Proven experience developing training and educational materials
• Analytical, detail‑oriented, and solution‑focused
• Ability to manage multiple priorities in a fast‑paced environment
• Proficient in Microsoft Office (minimum typing speed of 30 wpm)
• Commitment to organizational values and service excellence
• Travel throughout Saskatchewan required

Nice To Haves

• Lean knowledge is considered an asset

Responsibilities

• Provide day‑to‑day leadership, coaching, and guidance to team members
• Monitor workloads, service levels, and performance metrics
• Foster a collaborative, inclusive, and high‑performing team culture
• Participate in recruitment and selection activities
• Represent the team at internal and external meetings, including collaboration forums
• Design, deliver, and maintain onboarding and training programs
• Identify skill gaps and coordinate ongoing learning opportunities
• Serve as a resource and mentor for team members
• Document and maintain accurate policies, procedures, and best practices
• Ensure consistency, quality, and compliance in service delivery
• Monitor audit and quality assurance results and implement corrective actions
• Act as an escalation point for complex or sensitive inquiries
• Promote empathy, professionalism, and excellence in customer service
• Monitor interactions to ensure service standards are met
• Develop and deliver educational materials for plan members and employers
• Act as a subject matter expert in public‑facing communications and engagements
• Identify and support opportunities to improve processes, systems, and efficiency
• Participate in testing system enhancements and process changes
• Track and report on service metrics and performance indicators
• Ensure confidentiality and security of organizational information

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