Bilingual Manager Client Services

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.

As the Manager Client Services, you will report to the Director, Client Services, you will work closely with the Account Management teams and interact regularly with leaders at various levels within Operations and Pricing. You will play a key role in managing complex client situations and will contribute directly to the overall growth and retention of the group insurance portfolio.

With a strong focus on operational excellence and innovation, you will provide active leadership on projects and cross functional working groups aimed at improving products, services, technologies, and processes. Acting as an advocate for clients, you will help develop end to end solutions that balance client needs with organizational objectives.

In this role, you will be responsible for leading and supporting a team of service representatives in their day to day operations while ensuring established standards for processing time and quality are met. You will work to resolve operational issues and ensure team members have the tools and skills required to perform their roles effectively.

Through your actions, you will foster a healthy and positive work environment within the team. You will act as a coach, keeping employees motivated and engaged, while also helping them identify their career goals to support development and succession planning.

Key Responsibilities:

• Provide leadership and priority management to the team in its daily operations.
• Manage and control the portion of the budget allocated for the team.
• Establish performance objectives for the team. Track the quality, productivity and attendance of the employees and provide the support they need to achieve their objectives through coaching.
• Conduct performance reviews, provide feedback and assist in the development of action plans for performance improvement when required.
• Develop relationships and communications with internal partners using a "client-centric" approach focused on finding solutions.
• Manage submitted issues by providing timely and appropriate follow-up and resolution.
• Foster employee engagement by mobilizing the team and creating a healthy and positive work environment.
• Identify, evaluate and analyze processes/activities that can be improved and standardized and make the necessary recommendations.
• Work in collaboration with various internal departments to identify and resolve complex process and/or system issues in order to provide quality service to clients and brokers.
• Participate in the development, documentation and implementation of new procedures. Ensure that the changes implemented result in the expected improvements.
• Meet with brokers and consultants, in collaboration with sales and service representatives, to present the Medavie Blue Cross service offering and develop business relationships with them.
• Explain the competitive advantages of Medavie Blue Cross in terms of customer service during finalist presentations to clients.

What You Bring

• University degree or college diploma in a relevant discipline
• 5+ years of experience in group insurance
• 5+ years of people management experience, with a proven ability to lead, coach, and develop teams
• Strong knowledge of group insurance administrative systems
• Demonstrated ability to build and sustain high?performance teams
• Comfort with computer systems and standard business software (Word, Excel, PowerPoint)
• Strong interpersonal and communication skills
• High degree of initiative, leadership, and autonomy
• Excellent planning and organizational skills
• Strong ability to learn and adapt quickly
• Proven strengths in process management and continuous improvement
• Solid problem?solving and decision?making skills
• To meet business needs, bilingualism (French and English) is required for this position.

Leadership Capabilities
As the Manager, Client Services,, you will demonstrate leadership aligned with Medavie's values of Caring, Accountable, Responsive, Innovative and Community-minded and will bring the following capabilities:

• Customer Focus: Prioritizes the needs of external customers and internal partners in decision making, processes, and daily activities, ensuring practices consistently support both client satisfaction and organizational goals.
• Coach and develop others: Provides constructive feedback and guidance to support skill development and help others succeed in their current and future roles.
• Facilitating change; Leads and supports change initiatives by encouraging adoption, remaining adaptable, and maintaining effectiveness throughout transitions.
• Building Partnerships: Develop strong relationships across teams and with partners to achieve shared results.

What's in It for You

By joining Medavie as Manager, Client Services, you will benefit from:

• A purpose-driven organization dedicated to improving the well-being of Canadians.
• A comprehensive benefits plan, including health and dental coverage that is 100% employer paid from day one, plus wellness benefits, health resources, and fitness center discounts.
• A flexible work environment that supports work-life balance and empowers employees to thrive.
• Robust professional development opportunities, including leadership programs, ongoing learning, and career growth pathways.
• A collaborative and inclusive culture where your expertise is valued, your voice matters, and your contributions help shape our product strategy.
• The opportunity to lead a dedicated team that directly contributes to the quality of service delivered to members and clients.

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Salary range: $99,177.00- $148,767.00 (CAD)

This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

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.

Our recruitment process may involve automated tools, including AI, to assist in screening applications.

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