Manager, Client Relations

Company Description

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Job Description

What You’ll Do:

Reporting to the VP, Client Relations, you’ll be dedicated to fostering and maintaining strong, long-term relationships with OTIP’s clients, stakeholders and partners. The Manager, Client Relations, is pivotal in ensuring client satisfaction through exceptional service. The Manager will lead a team of dedicated service professionals supporting OTIP’s Group Insurance Business lines, including the Employee Life and Health Trusts, small group and Other Education Member business and Long-Term Disability pool. The Manager will collaborate with internal teams to ensure seamless service and delivery and support the company’s business objectives through strategic client engagement and satisfaction initiatives.

The core parts of your role will be to: 

• Manage direct reports by providing leadership, coaching, feedback, and development to ensure key performance indicators, productivity and service level expectations are met.
• Lead 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 providing feedback for growth and development, ensuring employees have the appropriate resources and training to be successful in their roles and support other members of the team in delivering on stakeholder expectations (i.e. Cross training, resource management etc.).
• Take ownership and accountability in resolving escalated inquiries and issues.
• Assess training requirements, create and maintain training plans and procedure manuals, and facilitate training for the department as needed.
• Own department business processes and workflows – ensure adherence to policies and procedures, evaluate processes to identify potential improvements and, implement new processes.
• Resolve complex problems by determining the root cause, providing the decision on the best solution, expediting corrective actions and where appropriate, adjusting processes to ensure non-repetition to reduce both financial and reputational risk exposure.
• Oversee the onboarding of new business for Client Relations.
• Play a key role in projects undertaken or supported by the team.
• Maintain attendance records and approves or declines vacation requests by following standards and procedures set out for the department.
• In partnership with the VP, review staffing requirements including role definition, process changes to enhance overall effectiveness.
• Contribute to the department goals and organizational effectiveness.
• Diligence with meeting overall departmental budgets.
• As required attend client facing meetings and participate in presentations and represent OTIP and the ELHTs/EWBT at plan member meetings. 
• Mandatory participation at the annual LTD Benefit Conference. Key contributors include managing registration and inquiries from attendees to ensure the success of the event. 
• Support the VP, Client Relations with profile building opportunities to enhance OTIP’s brand.
• Ensure OTIP’s professional image of providing excellent customer service is in place by establishing and maintaining productive and positive relationships with internal departments, insurance carriers, individual members, and group board and affiliate contacts, profiling our capabilities and performance attributes.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional development programs.
• Perform other duties within competence, as assigned.

Qualifications

Let’s Talk About You: 

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• Post-secondary education in business studies or an insurance industry designation.
• At least three years’ experience in a leadership role; preferably with a technical aptitude related to Group Benefits Eligibility and Administration.
• A minimum of 5 years of extensive Group Benefits experience, with at least 2 years at a leading a team.
• GBA or CEBS Designation preferable.
• Superior time management and organizational skills to manage competing priorities in a constantly changing environment, including project management skills.
• Excellent written and oral communication skills (ability to communicate in French will be considered an asset).
• 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.
• This role requires travel within Ontario to attend client meetings and/or conferences. Must have a valid driver’s license and access to a vehicle.

Working Conditions:

• Support OTIP and your team both in office and virtually.
• Overtime as required to support team and service delivery.
• Requires travel which will include overnight stays for client meetings and conferences.

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 Information

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let’s work together! 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 endeavor 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-Hybrid