Senior Manager Client Services - Express Scripts Canada

at  The Cigna Group

..
Express Scripts Canada’s (ESC) Sales, Account Management and Client Services department is responsible for client sales, retention, and satisfaction for ESC Pharmacy, ESC’s Insurance, Third Party Administrators and Government clients. The Client Services team works in collaboration with the Sales and Account Management team to deliver service excellence to private and public sector market clients by managing day to day inquiries, client operational needs and service requests as well as new program implementations, system release management activities, reporting and analysis.
The Senior Client Services Manager is responsible for setting the strategic direction for the Client Services team comprised of Client Relationship Managers and Client Benefit Analysts. The Sr. Manager oversees the day-to-day operations of the department located in both Mississauga and Montreal offices. This role is responsible for managing the oversight and execution of work assignments and collaboration with ESC operational and internal teams to ensure the client contractual obligations are met and the quality of client services is upheld. Responsibilities include directing operations, creating, executing and managing on procedures and resolution of customer complaints and inquiries. This leader utilizes in-depth professional knowledge, guided by functional practices to implement and execute best practice strategies within the Client Services team.
This position has ownership for managing performance and metrics, workflow management in collaboration with the supervisor, departmental standard measurements and core client service delivery. This role is responsible for client service support for both the private and public sector clients.

QUALIFICATIONS:

• Bachelor’s degree or equivalent experience in related insurance industry field
• 8 - 12 years business experience plus 5+ years relevant management experience
• Knowledge of the Healthcare and Group Benefits industry is considered a strong asset
• Strong focus on key performance indications, monitoring metrics in the view of increasing client satisfaction
• Ability to demonstrate leadership through effective mentoring and coaching staff to achieve results and a build/maintain a high-performance culture
• Excels at fostering cross functional teamwork and partnerships
• Self-starter able to work in a dynamic, fast paced environment and make independent decisions
• Proven skills in time management, planning, prioritization, change management and employee performance management
• Strong client service focus through adaptability, flexibility and a commitment to quality
• Superior verbal and written communication skills
• Ability to drive results through leveraging effective influence, negotiating and relationship skills
• Strong proficiency with Microsoft Office suite of tools (Word, Excel and PowerPoint)
• Bilingual; Fluent in French and English (verbal and written) is an asset

• Vision and Strategy: Develop vision and strategy for the Client Services team, including both, short-term and long-term goals, that align with corporate, sales and operations strategic direction
• Leadership: Lead and engage the Client Services team in achieving strategic goals/objectives, developing and implementing initiatives that meet the goals, maximizing outcomes. Foster a growth-oriented culture though coaching and mentoring to expend team proficiency, skill development and cross training to create bench strength and alignment with corporate goals