Manager Client Solutions, Policy Administration

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.

Position Summary:

Reporting to the Assistant Vice-President (AVP), the Manager, Client Solutions leads a team of customer-focused professionals, providing strategic direction and operational leadership to deliver a consistent, high-quality client experience. This role requires a forward-thinking mindset to turn challenges into opportunities for improvement.

The Manager, Client Solutions oversees a group of Team Leaders who are responsible for Business Configuration Analysts. Together, they ensure the accurate and timely configuration of business rules, benefits, and system parameters that support efficient claims processing.

This position plays a critical role in strategic planning, resource management, and cross-functional collaboration to drive operational excellence and support organizational goals.

Key Responsibilities:

Leadership & Team Management
You embody our core values-Caring, Accountable, Responsive, Innovative, and Community-Minded-in everything you do:

• Lead with Care: You lead, mentor and coach employees by ensuring alignment with departmental goals and performance standards, creating a supportive, empowering environment where people thrive. You also Support the professional development of Team Leaders and Business Configuration Analysts through mentoring, training, and performance management.
• Be Accountable: Foster a high-performance culture focused on accountability, collaboration, and continuous improvement. You drive performance by ensuring productivity, accuracy, and project delivery through clear guidance and operational oversight.
• Stay Responsive: You collaborate across departments and engage with clients, advisors, and vendors to deliver timely, effective solutions.
• Drive Innovation: You champion new ideas and processes that enhance the client experience and elevate operational excellence.
• Build Community: You foster strong, trust-based relationships with internal and external stakeholders, contributing to a culture of respect, collaboration, and shared success.

Operational Oversight

• Ensure timely and accurate configuration of business rules, benefits, and system updates in alignment with client and regulatory requirements for new clients and existing clients.
• Monitor workload distribution and resource planning to meet service level agreements (SLAs).
• Oversee quality assurance processes and implement corrective actions as needed.

Strategic Planning & Execution

• Collaborate with senior leadership to define and execute strategic initiatives related to business configuration.
• Identify opportunities for process optimization, automation, and system enhancements.
• Participate in planning for system upgrades, conversions, and new product implementations.

Stakeholder Engagement

• Act as a key liaison between Business Configuration, IT, Claims, Product, and other internal teams.
• Communicate effectively with stakeholders to manage expectations, resolve issues, and ensure alignment on priorities.

Governance & Compliance

• Ensure adherence to internal controls, audit requirements, and regulatory standards.
• Maintain documentation and reporting to support transparency and accountability.

Qualifications:

• Bachelor's degree in business, Health Administration, Information Systems, or a related field.
• Strong understanding of health benefits administration claims systems, and configuration logic.
• 5-7+ years of experience in a leadership role managing people leaders; ideally within the insurance industry. (in operations is an asset).
• Experience with system conversions or large-scale implementations is an asset.
• Experience working in or with health insurance systems, particularly in claims adjudication, benefits configuration, or provider management is an asset.
• People and Change Leadership: A strong track record of leading, coaching, mentoring, and motivating diverse teams to achieve results. You foster a culture of innovation by encouraging experimentation, embracing feedback, and supporting team-led initiatives.
• Excellent communication and presentation skills to engage stakeholders at all levels.
• Technical Proficiency and integration: Skilled in Microsoft Office Suite; experience with MS Project is a plus. You leverage digital platforms and automation to improve accuracy, speed, and scalability in service delivery.
• Process Optimization: You identify inefficiencies and implement streamlined workflows that enhance productivity and reduce operational friction.
• Client-Centric Solutions: You introduce new service models and tools that elevate the client experience, ensuring responsiveness and personalization.
• Data-Driven Decisions: You use analytics to uncover insights, guide strategic planning, and continuously improve performance.
• Cross-Functional Collaboration: You break silos by connecting teams and ideas, driving integrated solutions that benefit both clients and internal stakeholders.
• Professional Credentials: Industry certifications such as LOMA, HIA, or CEBS are considered valuable assets.
• Language Skills: Bilingualism in English and French is an asset, enhancing your ability to connect with a broader client base.

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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] .