Manager, Group Client Care Centre

at  Equitable CA

At Equitable, we realize that your work life is not just about performing a job; it’s about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable today.
Title: Manager, Group Client Care Centre
Reports to: Director, Group Health and Dental Claims
Department: Group Claims and Admin Management
Term: Permanent Full-Time
Schedule: Monday to Friday, 7.5 hours per day, typically between the hours of 8:00 AM to 5:30 PM EST. Some flexibility may be needed on occasion as our Client Care Centre operates from 8:00 AM to 7:00 PM, this is shared across leaders and senior staff.
Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.
The Opportunity: At Equitable, we’re committed to delivering an experience that our clients rave about! If you have a passion for client service along with experience leading a high performing team, you’ll be a great fit to lead our Group Client Care Centre.
Leading our team of Client Care Representatives is an opportunity to make a big impact. You’ll collaborate with our Group Benefits leadership team to deliver market differentiated service by providing our clients with consistently effortless, empathetic and accurate experiences.
As the Manager of our Group Client Care Centre, you’ll oversee daily operations and work in partnership with another manager to guide and support our team. Our goal is to exceed client expectations and meet service standards. In our quest to always get better, you will work with the team to identify and implement continuous improvement ideas to deliver effortless experiences for our clients. Plus, you’ll represent the team on strategic projects that impact the Group line of business.
Join Equitable now to see why we’re one of the top employers in the Waterloo Area and Southwestern Ontario for 2024! This is an excellent opportunity to experience why we have continuously been selected as an exceptional workplace in the community.

• Provide leadership and direction to team members within the Group Client Care Centre, building on our culture of service excellence.
• Conduct regular coaching sessions with staff, review and manage performance, and actively lead and facilitate team engagement activities.
• Monitor the training of new and existing staff to ensure they have the knowledge, skills and confidence to provide outstanding service.
• Resolve complex issues, define solutions, communicate timelines and handle/diffuse escalated situations.
• Recruit high quality team members and support their skill development and career growth. You’ll reinforce and focus on positives, clarify values, build rapport, strengthen relationships within our team and business unit, and emphasize teamwork while celebrating key successes and milestones.
• Ensure timely reporting of daily, weekly and monthly performance metrics to staff and management.
• Apply sound financial management with a focus on team effectiveness and our commitment to meeting service standards.
• Manage and support cross departmental projects, focusing on the client experience, the team’s engagement and the business outcomes that contribute to departmental, divisional and corporate goals.
• Manage and support various initiatives and key strategic projects within and across business units while applying thoughtful change management practices.