Assistant Manager, Benefit Services - Administration - Jobs in Waterloo, ON

Job Description

Company DescriptionOTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for an:Assistant Manager, Benefit Services - AdministrationJob DescriptionWhat you will do:

• Manages direct reports by providing supervision, coaching, feedback, and development to ensure key performance indicators, productivity and service level expectations are met.
• Evaluates employee performance and identifies and sets goals for training and development opportunities.
• Monitors inbound member request queues and makes recommendations for adjustments to work assignments and prioritizations as well as Benefits Services Representatives schedules as required.
• Analyze and respond to performance data such as member satisfaction, performance and service results.
• Resolves complex problems and responds to member complaints by researching escalated member issues, and other group coverage and eligibility problems; determining the root cause of the problems and providing the decision on the best solution; expediting corrective or adjustment actions; referring to the Manager of Benefits Services Administration, or other personnel, if the solution is not within the scope of the position.
• Leads the performance management process by communicating job expectations and tracking progress of individual activities and effectiveness. This includes determining team and individual goals, offering job coaching, training, motivation and support to help employees meet objectives and quality requirements, reviewing progress, and offering feedback as required.
• Maintains attendance requirements and approves or declines vacation requests by following standards and procedures set out for the department.
• Ensures the efficient operation of the team by handling the recruitment and selection of Benefits Services Representatives in consultation with the Manager of Benefits Services Administration.
• Contributes to the strategic plan, department and organizational effectiveness and OTIP’s professional image by establishing and maintaining productive and positive relationships with internal departments, insurance carriers, individual members, and group board and affiliate contacts; explaining our capabilities and performance attributes.
• Keeps the Manager of Benefits Services Administration informed on team performance according to established standards; discussing difficult issues for clarification and understanding.
• Assists with the preparation of Benefits Services Administration department operational plan and budget in conjunction with the Manager of Benefits Services.
• Maintains a safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Contribute to the organization’s effectiveness by offering information and opinions as a member of the management team.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional development programs.

QualificationsWhat you will bring:

• Three year college diploma in business studies or an insurance industry designation.
• Two years of supervisory experience.
• Three years of Group Benefits experience considered an asset
• High level knowledge of administration operations and customer service environments and related workflow.
• Superior time management and organizational skills to manage competing priorities, including project management skills.
• High level knowledge of insurance and risk principles and strong technical knowledge of insurance contracts, benefit provisions and related claims handling practices.
• Excellent written and oral communication skills (ability to communicate in French will be considered an asset).
• Knowledge of Microsoft Office Suite applications, database and administrative software and carrier systems.
• The demonstrated ability to deal effectively with all levels of internal and external stakeholders.
• The demonstrated ability to provide outstanding service in an accurate and efficient manner.

We also consider your potential. If you know you have what it takes to do the job but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.Additional InformationWhat we offer:

• Competitive salary and bonus structure
• Industry-leading employer-paid group benefits that start on your first day
• Defined benefit pension plan
• 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
• Flexible work from home and hybrid options
• Opportunities for advancement

If you are interested in this opportunity, please apply online.OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.#LI-HybridQuick Apply

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