Official Internal Job Title:

AD - Partner Services

Status:

Temporary (Fixed Term)

Job Description:

Under the responsibility of the Senior Director, Sales & Partner Experience, the Assistant Director, Partner Experience will be responsible for supporting the Sales service employees in Ontario and Western Canada. This role plans, organizes, carries out and controls activities related to the day to day support the customer service team.

MAIN TASKS

• Manage the team of service representatives.

• Collaborate with the Vision and guidelines, provide coaching, mentoring, and development to the service team as needed.

• Collaborate closely with the Assistant Director, Partner Experience for Quebec and participate to creating a synergy among service teams in order to deliver a uniform national offer to our clients.

• Recruit and hire as needed.

• Prepare annual evaluations.

• Work with Human Resources to handle employee relations issues.

• Participate in defining indicators to measure productivity and service and monitor the service team.

• Organize team meetings.

• Lead projects related to processes’ improvements and development of a proactive service offer.

• Active advocate of external clients and service representatives in Committees related to our modernization.

• Implement management and communication practices that promote change management, attraction and retention of talent, skills development, engagement, and diversity, consistent with the corporate values.

• Build solid relationships both internally and externally and foster customer satisfaction and loyalty.

• Ensure service team meets the service quality standards to ensure a positive client experience. Prepare follow-ups and validate the team efficiency.

• Attend and participate in finalist presentations for new business, as needed.

• Offer proactive and strategic assistance to TPAs, Advisors and Clients in analyzing, reporting, and resolving complex problems related to operational activities.

• Perform other related duties as needed.

REQUIRED SKILLS AND KNOWLEDGE

• Bachelor's Degree in business or a relevant field.

• 5 years of relevant experience in group insurance.

• Strong customer service abilities and appreciation.

• Ability to travel across Canada as needed.

• Ability to develop and maintain good business relationships with clients, advisors and partners as well as internal colleagues.

• Ability to influence and negotiate with both internal and external partners.

• Good understanding of issues related to traditional and specialized group insurance plans in Ontario, Western and Atlantic provinces.

• Comfortable delivering presentations to employers and advisors through finalist and capability presentations.

• Strong verbal and written communication skills.

• Excellent command of spoken and written English.

SKILLS REQUIRED

• Ability to work Autonomously

• Communications skills

• Leadership skills

• Problem-solving skills

• Ability to collaborate with others

• Excellent Customer service skills

• Analytical ability

• Organizing skills

• Planning skills

• Ability to affect change

#LI-ENG

#LI-HYBRID

Beneva is an equal opportunity employer, so we encourage all Women, persons with disabilities, Indigenous people as well as visible and ethnic minorities to apply.

Purpose : True to its purpose, Beneva places people at the heart of its actions and contributes to the well-being of the community. It accompanies its clients in all stages of their lives, both for their insurance and for their financial services.

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