Manager, Group Service Representatives and Group Marketing Assistants

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.
Position Title: Manager, Group Service Representatives and Group Sales Support
Reports To: Assistant Vice President, Group Underwriting
Department: Group Underwriting
Term: Permanent Full-Time
Work Arrangements: You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis. Sales related roles may be required to travel based on the assignment.
The Opportunity: Equitable has an exciting opportunity for a Manager, Group Service Representatives and Group Marketing Assistants! You have Group Benefits knowledge, leadership and coaching skills and the ability to drive succuss within the team. This role will strive to maximize the capacity of our regional team members, while maintaining a strong focus on our clients.
Now is an exciting time to join one of the Waterloo Area and Southwestern Ontario’s Top Employers for 2024!

• Work with Assistant Vice President to confirm and gain input to strategies and service team issues and resolve complex situations
• Active participant of the Group Underwriting Management team
• Workload management across all regional office teams
• Responsible for completing all team member quality and quantitative audits and reporting of metrics to Assistant Vice President monthly
• Work collaboratively with Group Sales Support and Group Service Reps to ensure quotes, renewals and other service team functions meet or exceed service targets
• Participate in key strategic group benefit projects including development and testing of new products, new processes and system enhancements
• Respond to client and advisor inquiries with a solution focused approach and accountable for handling all incoming service requests
• Resolve escalated concerns and complex cross-functional issues balancing client focus with Equitable requirements
• Develop and/or make recommendation on process redesign/improvement initiatives considering impact to other areas and teams across our group division
• On-going maintenance and update of all service process and training manuals ensuring clarity of information and usability for both new and existing team members
• Accountable for the recruitment and development of a professional team capable of providing consistently high level of quality
• Work in partnership with the AVP on budget planning including team resourcing needs