Director of Client Services managing the client journey in a pharmaceutical packaging environment. Leading high - performing teams and driving solution delivery against client expectations and regulatory standards.
About the role
- Manager overseeing Group Benefits Member Administration team at Manulife. Leading a cohesive team to provide quality service and outstanding results to clients and members.
Responsibilities
- Provide leadership and support to Member Administrators
- Oversee offshore operations to meet service, quality, and productivity objectives
- Act as point of contact for escalated requests from customers
- Identify client needs and develop action plans for positive experiences
- Coordinate service in partnership with BPS and support groups
- Seek out improvement opportunities and participate in projects
- Support financial contribution through effective management of productivity
Requirements
- Experienced leader with a proven track record of attracting talent
- Post-secondary degree preferred or relevant experience
- Proven track record of motivating teams and driving employee engagement
- Successful experience supporting client Service Level Agreements
- Comprehensive knowledge of Group Benefits is an asset
- Strong Office 365 skills
- Bilingualism (English and French) is a strong asset
- Proficiency in both languages is required if in Québec
Benefits
- Health insurance
- Dental insurance
- Mental health support
- Vision insurance
- Short- and long-term disability coverage
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee and family assistance plans
- Retirement savings plans including global share ownership plan with employer matching contributions
- Paid time off including holidays, vacation, personal, and sick days
Job title
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