Client Service & Support Manager, Employee Benefits

HUB International•Vancouver, BC

3d•Hybrid

About The Position

HUB International is continuously GROWING, and we are looking for individuals with an ENTREPRENEURIAL mindset to join our team! We are BC’s largest insurance broker, growing 15% year over year! We offer stability, career development opportunities, and a strong teamworking environment. Whether you’re just starting out in insurance, or a seasoned veteran, HUB can take you to your next career goal. As a Client Service & Sales Support Manager you will work to ensure, through collaboration, teamwork and the selection and development of employees, strong client focus and satisfaction through the timely delivery of a quality end product. This is a Regular, Full Time role based out of our Downtown Vancouver office located in the Bentall One Building, occasionally working out of our Head Office at Still Creek, Burnaby. Our Bentall One Vancouver office is located in center of Downtown Vancouver. This location is easy accessible by skytrain and near many shops, restaurants and amenities. You would be joining our rapidly growing Employee Benefits, and would be instrumental in helping build an innovative, client-focused approach and culture. Choose a career with HUB and create a future that combines a diverse, challenging work environment with financial security and celebrated success. As Manager, Client Service and Sales Support you’re responsible for overseeing all aspects of and service to our valued group benefits clients. You ensure, through collaboration, teamwork and the selection and development of technically competent employees, strong client focus and satisfaction through the timely delivery of a quality end product. A deep understanding of what is needed to support sales and service success for our group benefits clients is critical. This position reports to our COO and is the expert and owner of our Group Benefits Division service and support functions for our Downtown Vancouver operation.

Requirements

The successful candidate thrives in a collaborative and results-driven atmosphere and leverages their strong communication and interpersonal skills to build a team-oriented environment.
Your passion for efficiency and process improvement has you constantly looking for opportunities to optimize resources.
You’re highly skilled in planning as well as executing on your plans.
A strong aptitude to work collaboratively with direct reports, colleagues, business partners and front-line talent to create a results-driven team
Strong communication skills (verbal & written)
Excellent interpersonal skills
Able to manage a team of staff in a dynamic, fast-paced environment
Strong organizational skills
5-10 years group benefits experience
LLQP Licensed (in BC or other provinces)

Nice To Haves

Industry designation (CEBS or other)
Prior experience managing and developing talent

Responsibilities

Strategize and collaborate with all levels of sales and service functions to ensure the best client experience possible
Coach, support and supervise our Downtown Vancouver Employee Benefits service and support team including: Recruitment, Onboarding, Training & Development, Performance Management, Engagement
Foster a positive, engaging work environment to attract and retain top talent
Work with HR and COO to develop a career pathing plan for existing team members
Ensure effective and efficient business processes and procedures are in place
Optimize quality and volume of work
Workforce planning to meet business objectives and goals
Schedule regular meetings and check-ins with individual team members to discuss performance and goals
Ensure proper provincial licensing as well as insurance company contracting is in place
Collaborate with national and corporate resources
Support management with the oversight of Accounts Receivable or revenue allocation as needed
Other duties and responsibilities as assigned
Support team members to ensure that they are achieving agreed team and individual goals for client response times, workload, etc.
Evaluate and counsel employees relative to performance, conduct, attendance, and adherence to policies, procedures and regulations
Focus on development and career pathing for team members
Approve and manage staff schedules such as vacation, appointments, education
Coordinate vacation back-ups as needed
Host and maintain regular monthly meetings with the team
Schedule quarterly check-ins and annual year-end reviews with individual team members to discuss performance and professional goals
Know when to escalate issues to the next level of management
Assist in establishing team priorities and goals