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 
• Work with other departments to bridge culture across teams, increase cross departmental efficiency and ensure optimal client retention

YOUR ROLE

• Lead, mentor, and coach Account Managers to strong performance-based results including but not limited to NPS, Retention and added Benefit Opportunities. 
• Provide leadership, coaching, and guidance to nurture and bridge culture across teams and drive client retention
• Support the growth and professional development of team members
• Correspond and be point of contact for problem resolution for clients, insurers and partners on escalated matters.
• Liaise with internal and external teams to accelerate resolution of escalated matters
• Provide recommendations and make supported decisions on escalated matters using a risk-based approach 
• Develop and implement tracking for Account Manager performance
• Ensure adherence to processes, administrative guidelines, and SLA’s  
• Develop key metric reporting (KPIs) that pertains to the department deliverables and performance 
• Prioritize and oversee delivery of process improvement ideas, projects, and ongoing training for the team, in collaboration with your leader
• Maintain/Upgrade workforce planning tool and make informed recommendations on current and future staffing needs 
• Conduct annual reviews (and 90-day reviews for new hires)
• Annual client contact to high value clients
• At least 1 Joint Client Meeting with each Account Manager per Quarter
• Termination and Retention analysis
• Perform other duties as assigned by management

THIS IS YOU

• 3-5 years of related group benefits experience
• 2+ Years leading Account Managers while developing KPI’s and driving Performance for sustained Results.
• Proficiency in office programs 
• LLQP Designation

THIS IS NICE

• GBA/CEBS Designation (or working towards) an asset 

 WHAT YOU'LL GET

• Comfortable and competitive compensation and benefits.
• Enjoy a minimum of 4 weeks' vacation with our company-wide policy.
• Benefit from flex days to maintain a healthy work-life balance.
• Engage in wellness programs to support your well-being.
• Grow your skills and knowledge through our employee education program.

YOUR COMPENSATION

At the time of this posting, the estimated annual base salary for this position is $90,000-$100,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only and does not encompass our comprehensive total rewards, benefits, and potential bonuses that we proudly offer.

WHY YOU WILL LOVE WORKING FOR GroupHEALTH

Professional Development

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us!

Health & Wellness Benefits

We offer a comprehensive array of health and wellness benefits that provide choices so you can tune your benefits plan to fit your unique needs.

Events and Socials

When you join our team, you’ll enjoy everything from virtual company-wide teaching and training days, industry events, Happy Fridays, team social events and much more!