Position Title: Manager, Group Service Representatives and Group Sales and Service Support

Reports To: Assistant Vice President, Group Underwriting

Department: Group Underwriting
Term: Permanent Full-Time

Work Arrangements: You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis. Sales related roles may be required to travel based on the assignment.

The Opportunity: Equitable has an exciting opportunity for a Manager, Group Service Representatives and Group Marketing Assistants! You have Group Benefits knowledge, leadership and coaching skills and the ability to drive succuss within the team. This role will strive to maximize the capacity of our regional team members, while maintaining a strong focus on our clients.

Now is an exciting time to join one of the Waterloo Area and Southwestern Ontario's Top Employers for 2024!

What you will be doing:

• Work with Assistant Vice President to confirm and gain input to strategies and service team issues and resolve complex situations
• Active participant of the Group Underwriting Management team
• Workload management across all regional office teams
• Responsible for completing all team member quality and quantitative audits and reporting of metrics to Assistant Vice President monthly
• Work collaboratively with Group Sales Support and Group Service Reps to ensure quotes, renewals and other service team functions meet or exceed service targets
• Participate in key strategic group benefit projects including development and testing of new products, new processes and system enhancements
• Respond to client and advisor inquiries with a solution focused approach and accountable for handling all incoming service requests
• Resolve escalated concerns and complex cross-functional issues balancing client focus with Equitable requirements
• Develop and/or make recommendation on process redesign/improvement initiatives considering impact to other areas and teams across our group division
• On-going maintenance and update of all service process and training manuals ensuring clarity of information and usability for both new and existing team members
• Accountable for the recruitment and development of a professional team capable of providing consistently high level of quality
• Work in partnership with the AVP on budget planning including team resourcing needs

What you will bring:

• Minimum 5 years of direct, recent Group Benefits experience,
• The ability to learn Equitable processes, products, and contracts, in addition to the appropriate provincial health plans, relevant federal / provincial legislation)
• Excellent analytical, organizational, time-management, problem solving, negotiation and decision-making skills
• Strong leadership and coaching skills
• The ability to build and maintain strong relationships and foster teamwork and collaboration across the organization, with strong commitment to continuous improvement and change management
• Demonstrated communication skills, ability to deliver efficient and responsive customer service, both written and verbal
• The ability to work collaboratively with various internal and external stakeholders to deliver superior service to distribution partners and clients
• Strong sense of accountability and ownership for problem resolution
• Able to work in a fast-paced environment with tight deadlines and changing priorities.
• Experience using Word, Excel, PowerPoint, Outlook, ability to learn and apply new system applications (BMS)
• Requires flexibility to travel with a reliable vehicle to visit regional offices where team members are located
• Post-secondary education or equivalent combination of education and work experience

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company's pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite, full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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