Supervisor, Client Services

Position Summary

The Supervisor, Client Services supports the Client Services Team, serving clients from the publicly funded K-12 Education Sector in Alberta. The team supports clients in three areas:

• Benefit plan administration
• Workplace wellness
• Business

This role ensures that the team is well equipped to provide a quality client experience.  The Supervisor, Client Services reports to the Manager, Client Experience.

Your Key Responsibilities

Provide day to day leadership, supervision and performance management within the client services team.

• Supervise the team, including Workplace Wellness Consultants, Client Consultants, and Client Coordinators in a manner consistent with ASEBP’s strategic direction and pursuit of operational excellence.
• Provide regular coaching and mentoring to employees, ensuring they receive timely feedback to maximize their performance.
• Conduct performance reviews in accordance with ASEBP’s performance review process.
• In conjunction with the manager, participate in recruitment, orientation and training of new employees.
• Provide ongoing training and feedback to team members regarding organizational policies, team processes and safety protocols.
• Encourage staff professional development, goal setting and career progression, and identify relevant opportunities.
• In conjunction with the manager and human resources, address performance and conduct issues.

Assist in the oversight of day to day operations.

• Assist the manager with strategic planning, work allocation and prioritization in order to best meet priorities.
• In consultation with the manager, determine priorities in regard to issues and/or changes affecting the team, programs, or clients.
• Ensure clients are kept up to date, have access to appropriate tools and information with respect to group benefits, and have opportunity for feedback and collaboration.
• Ensure the team is meeting service standards.
• Leverage aggregate benefit data to inform work with our clients.
• Support program analytic activities, including developing, pulling and creating reports.
• Provide support and direction to the workplace wellness consultants  in assessing, developing, implementing and evaluating health promotion strategies.

Develop and maintain a strong working relationship with clients and other stakeholders as it relates to ASEBP client services.

• Respond to queries and comments with respect to programs, services, policies and procedures.
• Respond to escalated client inquiries.
• In collaboration with the manager, oversee the creation and scheduling of operational reports and monitoring of key performance metrics.
• Relationship management and participation in working groups with external stakeholders as needed.
• Collaborate with other business areas to ensure smooth delivery of services, projects and programs.
• Recommend plan design changes and/or revisions based on observations of internal and external trends, common inquiries/challenges and best practice standards. 

Your Education and Experience

• Diploma or degree in a relevant field.
• Five to ten years of leadership experience, including experience with performance management.
• Experience working within group benefits and workplace wellness in the education sector and or a health & welfare trust considered an asset.

A combination of education and experience may be considered.

Your Abilities

• Extensive knowledge of principles of group benefit administration.
• Transformational leadership skills, including strong emotional intelligence, and the ability to effectively give and receive feedback.
• Effective at coaching, mentoring and performance monitoring.
• Strong analytical and problem solving skills.
• Experience in monitoring and reporting trends, including identifying relevant opportunities and solutions.
• Strong written and verbal skills with an ability to effectively communicate complex benefit information to a variety of audiences.
• Exceptional time management and prioritization skills.
• Ability to effectively deal with all internal and external stakeholders in a manner which shows sensitivity, tact and professionalism.
• Ability to exercise initiative, discretion and sound judgement in making decisions.

Unique Working Conditions

• You will be working with clients across the province, so travel is required in this role.
• This position is eligible to participate in the hybrid workforce program.

About Alberta School Employee Benefit Plan

When it comes to employee satisfaction and workplace wellness, as one of Alberta’s top employers, ASEBP doesn’t just talk the talk. ASEBP is proud to be a health champion. The organization has built a healthy, positive, and inclusive workplace culture that supports employees’ holistic well-being and fosters their personal and professional success. Benefits and perks, include:

• 35-hour work week
• This role is eligible to participate in the hybrid workforce program, working from home the majority of the time and typically working in office an average of 1 day per month
• Earned Day Off (EDO) program
• A comprehensive benefits plan which includes extended health care, dental, and vision care
• Health and wellness spending accounts
• Defined-benefit pension plan (through LAPP)
• Training and professional development allowance

For a full list of benefits, please visit asebp.ca/careers.

How To Apply

If you have the required qualifications and would like to become a member of our team, please submit your resume and cover letter by 4PM on Wednesday, November 13, 2024.

No phone calls please. We thank all interested individuals, but only those candidates being considered for an interview will be contacted. ASEBP is an equal opportunity employer.

All offers of employment for this position are conditional upon satisfactory background and reference checks, which may include a criminal record check, and/or education and employment verification.