Manager, Account Management

WHO ARE WE?   

The GroupHEALTH Family of Companies is a leading Canadian provider of employee benefits, made up of GroupHEALTH Benefit Solutions, GroupSource, Manion Wilkins & Associates Ltd, and Disability Management Institute and an additional 7 operating companies.    

GroupHEALTH holds substantial controlling interest of the above companies and is a wholly owned subsidiary of Munich Re New Ventures, a division of Munich Re—one of the world’s leading providers of reinsurance, primary insurance, and insurance-related risk solutions.

YOUR ROLE

The Manager, Account Management oversees and provides direction to a team of Client Service Leads and Account Managers. In this role, you'll be responsible for driving results and ensuring that the team is empowered to deliver an exceptional benefits experience, meeting the high standards for customer service for our clients, and advisor partners expect. This role is preferably based in either Surrey, BC or Barrie, ON on a hybrid basis, but can be a remote opportunity.

WHAT TO EXPECT

First 3 months

• Engage in 1-on-1 meetings with direct reports to understand a day in their life
• Meet with stakeholders throughout the organization to understand how departments interact on a day to day as it pertains to your role 
• Meet with key Advisor Partners to understand their needs
• Review and understand department goals, strategy and KPIs
• Review and understand multicarrier eligibility guidelines  
• Review of training material and resources as it pertains to systems (CRM; WEBS and MPACS) and processes 

First 6 months 

• Develop your leadership brand with direct reports and Client Services Management team
• Support the growth and professional development of direct reports through coaching
• Support the team through resolution of escalated matters by providing recommendations and making supported decisions using a risk-based approach 
• Develop and build relationships with all stakeholders (insurers, providers, partners advisors, sales team, direct clients)
• Have a solid understanding of client service expectations  
• Have a working understanding of each GroupHEALTH benefit and product offering
• Provide key metric reporting that pertains to the department deliverables and performance 
• Understand your high value client accounts

First 12 months 

• Mentor direct reports in development and growth 
• Prioritize and oversee delivery of process improvement ideas, projects and ongoing training for the team
• Participate in workforce planning and present recommendations for staffing needs 
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