Senior Client Service Manager
4 days ago
We are seeking a Senior Client Service Manager to lead the daily operations of our client services team.
- This role involves overseeing the service delivery of the team, planning and managing workload, and ensuring all activities are completed within service standards.
- The successful candidate will manage a team of client services representatives, provide coaching and guidance, and support member services initiatives and enhancements.
The Senior Client Service Manager is responsible for:
- Leading a team of client services representatives using their expertise to advance the member experience and drive exceptional service standards across the team.
- Supporting member services initiatives and enhancements, partnering with teams across the organization to ensure client service readiness.
- Identifying service gaps and implementing improvements that align with broader initiatives.
- Manage workload of direct reports, including scheduling, ensuring resources are optimized, and supporting with escalated member queries.
- Compile, analyze and present data, identify trends and make recommendations to improve client satisfaction, processes, and maximize efficiency.
- Maintain currency in government policy and legislation that could affect pension benefits, maintains detailed knowledge of the Plan text, member and employer communication as well as pension administration processes and procedures.
- Post-secondary education or combination of equivalent training, education, and experience.
- Minimum seven (7) years of experience working in pension administration with progressively more senior responsibilities.
- Demonstrated experience training and mentoring staff, leading a team is an asset.
- A dynamic work environment where you can grow and thrive.
- Comprehensive and holistic care for your physical, mental, and financial wellness.
- Opportunities to build a better you, cultivate new skills, and master existing ones.
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Senior Client Services Manager
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