MANAGER, CLIENT SUCCESS (HYBRID)

WHO WE ARE
When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees. 

THE ROLE IN A NUTSHELL

Base Salary:  CAD $94,406.00 - 142,069.00

• Drive best practices, evolve processes, and foster a spirit of continuous improvement by challenging the status quo. 
• Manage the partner Change Request pipeline and prioritize all IT initiatives in consultation with HBM+ leadership and the IT team. 
• Work with IT to scope, plan, and manage maintenance requests, rules, and system releases. 
• Manage and communicate the day-to-day and long-term status reporting for projects to stakeholders while applying appropriate risk management practices. 
• Participate in HBM+ initiatives as a technology subject matter expert. Liaise with internal and external stakeholders for HBM+ IT related activities, including, but not limited to, agile pod and product ownership. 
• Actively bring forward ideas and look for opportunities to evolve or create new products and services. 
• Ensure compliance with our contractual obligations including service level agreements.  
• Foster and build a positive, collaborative team environment where employees are engaged and motivated to achieve results.  
• Participate in business strategy development and planning to ensure sustainability and on-going success.  
• Represent HBM+ on the Privacy and Security Committee. 
• Lead, mentor, and coach the Client Success team. Encourage and inspire employee development to maintain a highly effective team. 

WHO WE'RE LOOKING FOR

• University degree or college diploma in Business Administration, Computer Science, or related discipline.
• Minimum 10 years of experience in the group insurance or Health Benefits Administration industry with at least five years of experience managing and leading a client-facing team. 
• Demonstrated knowledge of GSC’s business practices and technologies.
• Strong information technology experience.

- online transaction processing

- software development lifecycle including rules-based development 

- release planning activities 

- web-based applications 

- system integration 

• Strong business acumen with a strategic management focus.
• Strong analytical skills and experience with business process development and analysis. 
• Demonstrated leadership experience to motivate, build, develop and lead highly effective teams in a collaborative and engaging environment.
• Highly developed planning, organizing, and negotiating skills; can manage multiple tasks, meet deadlines, and respond to changing priorities.
• Experience identifying and driving continuous process improvements.
• An accomplished facilitator with excellent interpersonal skills.
• Clear and effective written and oral communication skills and the ability to communicate to all levels of internal and external stakeholders. 
• Ability to travel occasionally within Canada will be required.  

NICE TO HAVE 

The following designations or certifications would be considered an asset: 

• Project Management Professional (PMP) 
• Certified Associate in Project Management (CAPM) 
• Certified Employee Benefits Specialist (CEBS)  
• Bilingual French/English would be considered an asset. 

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs.  We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded. 

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a
difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language.  By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization. 

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply.   We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially. 

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification). 

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.