Customer Experience and Administration Manager
Assumption Life - 7 Jobs
Moncton, NB
Job Details:
Benefits:
The Manager is responsible for planning, directing, coordinating, and controlling all activities related to the administration, health and dental claims, policy issuance, and customer service functions of the group insurance business line.
He/She contributes to achieving the objectives and profitability of their sector, particularly with respect to meeting annual objectives, work plans, IT projects, and projects related to the strategic plan of the business line.
Staff Management:
- Managing team work priorities;
- Managing service standards - measuring performance and ensuring follow-ups with employees to meet established standards;
- Responsible for conducting audits to verify the team's application of new work processes;
- Ensures employees are provided with the necessary tools for their day-to-day work;
- Responsible for estimating and managing the annual administrative expense budget for the group insurance claims sector;
- Hiring new employees as needed;
- Performance evaluations;
- Staff meetings to ensure effective communication;
- Regular discussions and decision-making.
Customer Experience:
- Managing complex cases, including second-level calls following denials of health, dental, or travel claims;
- Interacting with external clients to resolve difficult situations or complaints, such as service delays or dissatisfaction with services received from employees;
- Preparing materials for client meetings (summaries, action plans, calculations, discussions, etc.);
- Attending conferences impacting administration, customer experience, and/or policy issuance to stay current with market trends;
- Working closely with other departments to identify solutions to problematic situations.
Process and Procedure Management and Analysis:
- Working with interdependent teams to challenge existing processes and identify improvements and efficiencies;
- Supporting employees in the development and updating of procedures for various processes;
- Ensuring procedures are properly established and included in each team's SharePoint.
Strong communication skills (written and verbal, in both English and French);
Solid knowledge of the group insurance field and market trends;
Demonstrates strong interpersonal skills, diplomacy, and tact;
Proficient in basic computer skills, including MS Office;
Leadership that fosters cohesion, collaboration, and a shared vision among the teams under their responsibility;
Ability to work independently with minimal supervision, set priorities, and coordinate daily work;
Strategic thinking to establish and guide the business line in the right direction;
Negotiation skills to clearly explain and support decisions made.
Be part of a dynamic team that values leadership, collaboration, trust, and commitment. Enjoy training and development opportunities, a competitive salary, bonuses, a robust pension plan, and more. Our vibrant downtown Moncton location offers a dynamic work environment, a gym in the building, and one paid day for volunteer work each year.
Share This Job:
