Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

The Director, Client Services reports directly to the VP, Business Development Group Insurance and provides strategic oversight to a team of service professionals to deliver consistent, exceptional and delightful client service that allows us to foster strong, long-term relationships with our group clients. This pivotal role drives revenue growth through effective account management strategies and directly impacts client retention by addressing client needs via a consistent and aligned MBC Service Delivery Model.

The Director will streamline service teams by providing leadership, training, and development opportunities, cultivating a high-performance team that adapts to market changes. Additionally, the Director will collaborate with other departments to ensure cohesive strategies and drive innovation in service delivery. Monitoring and achieving key performance indicators (KPIs) will be crucial to measure success and ensure continuous improvement.

Ultimately, the Director's efforts will contribute to increased market share, operational efficiencies, customer satisfaction, and team sustainability, aligning with the strategic vision and long-term goals of the organization.

As the Director of Client Services you will:

• Develop strategies to improve customer satisfaction & retention
• Oversee operations, service teams, and strategic planning
• Lead a high-performance team, driving career growth & training
• Optimize Salesforce CRM to support data-driven decisions
• Break down regional barriers to provide a unified One Medavie service standard, demonstrating reliability and commitment.
• Standardize service delivery for consistency & excellence
• Strengthen client relationships through engagement & feedback
• Implement operational efficiencies & quality control measures
• Champion change management and cross-functional collaboration
• Implement targeted marketing strategies, leverage referrals and testimonials to support the Sales Process, and participate in industry events to increase visibility.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of client relationship management strategies.
• Own and support the design and execution of a comprehensive training modernization program to support ALL Business Development roles. Incorporating Workday LMS and self-service tools to facilitate continuous learning and development.

Innovation:

• Forward thinking visionary that will create a BD Service Excellence team philosophy driving innovation in service delivery.
• Expertise in managing and implementing significant organization changes, including adoption of new mythologies.
• Proven track record for leading and developing a high performing team, fostering a customer of collaborations, creativity and improvement.
• Excellent communication skills to articulate innovative ideas, gain buy-in from stakeholders and ensure alignment across the department.

What you need to succeed:

• Education: University or college degree in a relevant field
• Experience: 10+ years of leadership in group insurance sales/service
• Certifications (Preferred): CEBS, FLMI, LLQP, leadership & change management courses

Skills:

• Exceptional communication, coaching, and leadership
• Advanced proficiency in Salesforce CRM
• Strong problem-solving, decision-making, and negotiation skills
• Expertise in process and change management
• Knowledge of market trends and competitive positioning
• Language: Fluent in English (French is an asset)

So, what else is in it for you?

• Of course, a top-notch Health and Dental Benefits Program paid 100% by us, including a Health Spending Account.
• A stimulating and flexible work environment with a focus on work-life balance and wellness, including health support tools and discounts on your fitness membership.
• A diverse team of colleagues with multiple fields of expertise in an organization where we encourage personal growth.
• If getting involved in charitable causes is something you're passionate about, we support and offer plenty of opportunities to give back. We are a not-for-profit organization, and our shareholders are the communities in which we operate.

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We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: [email protected] .