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Senior Manager - Client Service Management (Health Benefits Management team) - TELUS Health

TELUS

TELUS

This job is no longer accepting applications

See open jobs at TELUS.
Accounting & Finance, Customer Service
Toronto, ON, Canada · Toronto, ON, Canada · United States
Posted on Thursday, December 21, 2023

Senior Manager - Client Service Management (Health Benefits Management team) - TELUS Health

Location:

Toronto, ON, CA, M5J 2V5

Req ID: 36894
Jobs by Category: Health
Job Function: Health Solutions
Status: Full Time
Schedule: Regular

Description

Position Overview

Responsible for the overall satisfaction level and likelihood to recommend for a portfolio of major, complex Third Party Administrator, Payor and Insurer clients managed by client service management professionals. Responsible for the quality of the TELUS delivery of services, including support of all key processes like incident management, problem management, change management, configuration management, while recognizing and nurturing opportunities for new and/or additional business. Deliver continuous business improvement initiatives within the broader client service management team as they lead the implementation of process and organizational changes.

Responsibilities

  • Manage the overall client satisfaction and likelihood to recommend targets - across client base
  • Comprehensive understanding of client contracts to ensure that service level agreements and key performance indicators as contracted are met or exceeded
  • Regularly interface with clients at mid-management and executive levels as part of the overall governance process
  • Maintain a positive client relationship while dealing with critical issues, which have a direct financial impact on our client's business operations
  • Participate as a subject matter expert and a key implementation role for those client service initiatives that impact the client service management function.
  • Provide direction and guidance to internal teams with regards to client requirements and expectations
  • Facilitate and/or coordinate client meetings on behalf of internal teams, including annual prioritization and planning of product roadmap changes
  • Serve as the primary change manager for new processes and roles within the client service management community
  • Work with internal operations teams to resolve chronic problems that are negatively impacting clients.
  • Participate on corporate programs as a representative of client service management function

Qualifications

Required Knowledge

  • Knowledge of the group benefits industry, preferably insurance and/or third-party administrator/payor with proven experience
  • Knowledge of Insurance Group benefits products and services
  • Proven capability to work in multi-function teams to resolve problems
  • Strong leadership with effective influencing and communication skills
  • Demonstrated client relationship management combined with client-facing skills
  • Strong understanding of the end-to-end operational processes of major/large business clients
  • Process improvement, Lean Six Sigma or other certifications is an asset
  • Knowledge of business analysis and methodologies
  • Bilingual (French and English) both written and spoken is an asset

Required Professional Designation and experience

  • University or other post-secondary education in business administration or applicable relevant work experience
  • 7+ years in client service management and operational process improvement experience

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

Salary Range: $84,000-$126,000
Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Senior Manager - Client Service Management (Health Benefits Management team) - TELUS Health

Location:

Toronto, ON, CA, M5J 2V5

Req ID: 36894
Jobs by Category: Health
Job Function: Health Solutions
Status: Full Time
Schedule: Regular

Description

Position Overview

Responsible for the overall satisfaction level and likelihood to recommend for a portfolio of major, complex Third Party Administrator, Payor and Insurer clients managed by client service management professionals. Responsible for the quality of the TELUS delivery of services, including support of all key processes like incident management, problem management, change management, configuration management, while recognizing and nurturing opportunities for new and/or additional business. Deliver continuous business improvement initiatives within the broader client service management team as they lead the implementation of process and organizational changes.

Responsibilities

  • Manage the overall client satisfaction and likelihood to recommend targets - across client base
  • Comprehensive understanding of client contracts to ensure that service level agreements and key performance indicators as contracted are met or exceeded
  • Regularly interface with clients at mid-management and executive levels as part of the overall governance process
  • Maintain a positive client relationship while dealing with critical issues, which have a direct financial impact on our client's business operations
  • Participate as a subject matter expert and a key implementation role for those client service initiatives that impact the client service management function.
  • Provide direction and guidance to internal teams with regards to client requirements and expectations
  • Facilitate and/or coordinate client meetings on behalf of internal teams, including annual prioritization and planning of product roadmap changes
  • Serve as the primary change manager for new processes and roles within the client service management community
  • Work with internal operations teams to resolve chronic problems that are negatively impacting clients.
  • Participate on corporate programs as a representative of client service management function

Qualifications

Required Knowledge

  • Knowledge of the group benefits industry, preferably insurance and/or third-party administrator/payor with proven experience
  • Knowledge of Insurance Group benefits products and services
  • Proven capability to work in multi-function teams to resolve problems
  • Strong leadership with effective influencing and communication skills
  • Demonstrated client relationship management combined with client-facing skills
  • Strong understanding of the end-to-end operational processes of major/large business clients
  • Process improvement, Lean Six Sigma or other certifications is an asset
  • Knowledge of business analysis and methodologies
  • Bilingual (French and English) both written and spoken is an asset

Required Professional Designation and experience

  • University or other post-secondary education in business administration or applicable relevant work experience
  • 7+ years in client service management and operational process improvement experience

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

Salary Range: $84,000-$126,000
Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Description

Position Overview

Responsible for the overall satisfaction level and likelihood to recommend for a portfolio of major, complex Third Party Administrator, Payor and Insurer clients managed by client service management professionals. Responsible for the quality of the TELUS delivery of services, including support of all key processes like incident management, problem management, change management, configuration management, while recognizing and nurturing opportunities for new and/or additional business. Deliver continuous business improvement initiatives within the broader client service management team as they lead the implementation of process and organizational changes.

Responsibilities

  • Manage the overall client satisfaction and likelihood to recommend targets - across client base
  • Comprehensive understanding of client contracts to ensure that service level agreements and key performance indicators as contracted are met or exceeded
  • Regularly interface with clients at mid-management and executive levels as part of the overall governance process
  • Maintain a positive client relationship while dealing with critical issues, which have a direct financial impact on our client's business operations
  • Participate as a subject matter expert and a key implementation role for those client service initiatives that impact the client service management function.
  • Provide direction and guidance to internal teams with regards to client requirements and expectations
  • Facilitate and/or coordinate client meetings on behalf of internal teams, including annual prioritization and planning of product roadmap changes
  • Serve as the primary change manager for new processes and roles within the client service management community
  • Work with internal operations teams to resolve chronic problems that are negatively impacting clients.
  • Participate on corporate programs as a representative of client service management function

Qualifications

Required Knowledge

  • Knowledge of the group benefits industry, preferably insurance and/or third-party administrator/payor with proven experience
  • Knowledge of Insurance Group benefits products and services
  • Proven capability to work in multi-function teams to resolve problems
  • Strong leadership with effective influencing and communication skills
  • Demonstrated client relationship management combined with client-facing skills
  • Strong understanding of the end-to-end operational processes of major/large business clients
  • Process improvement, Lean Six Sigma or other certifications is an asset
  • Knowledge of business analysis and methodologies
  • Bilingual (French and English) both written and spoken is an asset

Required Professional Designation and experience

  • University or other post-secondary education in business administration or applicable relevant work experience
  • 7+ years in client service management and operational process improvement experience

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

This job is no longer accepting applications

See open jobs at TELUS.