Client Service & Support Manager, Employee Benefits

HUB International•Vancouver, BC

2d•CA$90,000 - CA$120,000•Hybrid

About The Position

HUB International is seeking individuals with an entrepreneurial mindset to join their growing team as BC's largest insurance broker. They offer stability, career development, and a strong teamworking environment. The Client Service & Sales Support Manager will lead a team focused on delivering exceptional service to group benefits clients, driving client satisfaction through collaboration, people development, and a commitment to quality and timeliness. While group benefits exposure is an asset, demonstrated leadership and team management experience are prioritized, as industry-specific knowledge can be developed on the job. This is a regular, full-time role reporting to the Vice President, Operations, Employee Benefits & Group Retirement, primarily based at their Downtown Vancouver office with occasional time at their Head Office in Burnaby. HUB offers more than a job; they offer a career with purpose in a dynamic and collaborative work environment with opportunities for growth, recognition, and long-term success.

Requirements

Thrives in a collaborative and results-driven atmosphere
Leverages strong communication and interpersonal skills to build a team-oriented environment
Passion for efficiency and process improvement, constantly looking for opportunities to optimize resources
Highly skilled in planning as well as execution
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
LLQP Licensed (in BC or other provinces) or willingness to obtain within 6 months
5-7 years of relevant experience

Nice To Haves

Prior experience working within the group benefits industry
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 the 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 the VP of EB 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