Client Service Team Manager

Effortless Admin Inc.•Edmonton, AB

3d•Onsite

About The Position

Effortless Admin is a fully web-based, multi-carrier, software solution that provides employers an effortless way of managing employee benefits. Our goal is to provide the best benefits administration experience to employers and their employees, empower advisors, and ultimately bring everyone together to work as effectively as possible. As an expanding organization, we're seeking motivated leaders who want to join us on our growth trajectory. The Client Service Team Manager plays a pivotal role in our organization by leading our client-facing service teams that are the backbone of our customer experience. You'll oversee a team of specialists who support our clients in utilizing our industry-leading benefits administration platform. We're looking for a service-oriented leader with Canadian benefits administration experience who can drive team performance while maintaining our high standards of customer satisfaction. You'll collaborate closely with our development team to ensure our software continues to meet and exceed client expectations. This is a full-time permanent position with a competitive compensation and benefits package. This position is in-person, on-site in Edmonton, AB.

Requirements

3+ years of leadership experience in a client service environment required
Canadian benefits administration experience required
Proven track record of building and leading high-performing teams
Excellent verbal and written communication skills
Strong organizational and project management abilities
Ability to analyze service data and implement improvements based on findings

Nice To Haves

Minimum Bachelor's degree (or equivalent) in Business Admin or related field preferred
GBA Designation preferred
Bilingual in English and French is an asset but not required

Responsibilities

Lead, mentor, and develop a team of Group Benefits Specialists who support plan sponsors and members
Establish and maintain service level standards, ensuring exceptional customer support via live chat, email, and phone
Collaborate with the development team to provide service team insights for product improvements and refinements
Implement training programs to ensure team members remain current on product features and benefits administration best practices
Monitor team workload and performance metrics, making adjustments as needed to optimize efficiency
Identify trends in client inquiries and issues to proactively address recurring challenges
Serve as an escalation point for complex client situations, demonstrating advanced problem-solving skills
Create and maintain documentation of service procedures and best practices
Regularly report on team performance and client satisfaction metrics to senior leadership