Manager, Customer Service (180719)
Manitoba Blue Cross
Winnipeg, MB
Manitoba Blue Cross was born out of a desire to protect our fellow Manitobans during life’s most unexpected and sometimes challenging moments. This remains our driving force today, and fuels our ongoing commitment to providing superior health and wellness benefits that are delivered with compassion and excellence in service.

As an independent and not for profit organization for over 40 years, we provide health, dental, employee assistance, disability, travel and life coverage to over half a million Manitobans.

At Manitoba Blue Cross, our people are the key to our success! Consider becoming part of our team of professionals committed to providing exceptional customer service.

Join us as we serve our neighbours to support and strengthen our community.

JOB TITLE MANAGER, CUSTOMER SERVICE (180719)

REPORTS TO Vice President, Client and Corporate Services

POSITION SUMMARY
The Manager, Customer Service is responsible for providing a comprehensive and positive experience to our customers. The incumbent sets and maintains maximum efficiencies and cost effectiveness, ensuring technology is utilized to a maximum, and that employees are well organized, productive and motivated to provide exceptional Customer Service.
The Manager ensures service standards are met, establishes administrative procedures, and develops and recommends new methods of enhancing the member experience. The incumbent is responsible to participate in the development of strategic and operational objectives at a departmental and corporate level.

DUTIES AND RESPONSIBILITIES
  • Builds and develops the customer service team and creates a successful work environment where the team can excel through encouragement, empowerment and innovation.
  • Leads and motivates a team of employees to ensure they are providing exceptional customer service.
  • Responsible for recruiting, selecting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicates job expectations; planning, monitoring, appraising, reviewing compensation; enforcing policies and procedures.
  • Creates customer service objectives by providing information and recommendations to strategic plans and reviews; prepares and completes action plans; implements production, productivity, quality, and customer-service standards; resolves issues; identifies customer service trends; determines system improvements; implements change.
  • Evolves and improves the customer service experience and creates engaged customers.
  • Takes ownership of complicated or escalated customer issues and follows issues through to resolution.
  • Determines relevant customer service requirements by maintaining contact with customers; visits operational environments; conducts surveys; benchmarks best practices; analyzes information and applications.
  • Conducts effective resource planning to maximize the productivity of resources, both people and technology.
  • Prepares reports and analysis of customer service data to improve processes, ensure resources are properly allocated, and maximize efficiency.
  • Maximizes customer service operational performance by ensuring that technical issues are reported, and resolutions determined.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Collaborates with other internal stakeholders to stream line processes and create a better experience for the members, clients and internal processes.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Participates on committees internally and externally.
  • Other related duties as assigned.
SKILLS AND QUALIFICATIONS
  • Dedicated to the principles of exceptional service; committed to responding to, anticipating and addressing customer needs, for both internal and external customers.
  • Bachelor’s Degree, or equivalent, in a related field, together with 8 to 10 years of relevant experience. An equivalent combination of education and experience may be considered.
  • Previous leadership experience required.
  • Demonstrated abilities in, or the ability to develop and sustain, the critical “Management Competencies” as defined by the Company. This includes: the ability to motivate others; think strategically; plan and organize; manage performance; develop employees; manage and promote change; and have a general awareness of the entire organization.
  • Exceptional communications skills, both verbal and written, with the ability to develop and deliver reports, presentations and written tools as well as to guide and oversee underlying research and preparatory work.
  • Excellent interpersonal skills with the ability to deal with all levels within the organization in a team environment.
  • Strong understanding of effective, efficient, and client-centric administrative processes and the management thereof, gained through five or more years of progressive experience in this or related disciplines.
  • Strong analytical and problem-solving skills with attention to detail.
  • Strong awareness of current and emerging issues in the employee benefits and health plan management environment from the client’s perspective; will relate well to the needs of customers, plan administrators, providers, agents and other departments in the company.
  • Strong computer skills and thorough knowledge of Microsoft Office and various database applications.
  • Ability to optimize the integration of people, processes and a variety of computer systems as an integral player in the systems development and implementation function as it relates to Customer Service.
  • Ability to think critically and exercise judgment in matters either not governed by existing policy or in assessing and acting on deviations from Company and departmental policies. Possess strategies to remain calm and composed under pressure.
  • Self-directed, with exceptional organizational skills and a proven record of managing and prioritizing multiple tasks within varied and dynamic timelines on an ongoing basis.
  • Accepts personal responsibility for completing tasks and takes appropriate action as required.
  • Exercises sound judgment, tact and discretion when handling confidential corporate records.
  • Strong change management and time management acumen.
  • Broad business knowledge/prospective.
We offer competitive salary, a generous employer-paid benefits package, a flex work schedule, generous vacation, and a health and wellness program with an on-site fitness centre. We are committed to creating a rewarding environment to foster learning and development for our staff. If you are interested in joining our team, please forward a resume and cover letter, indicating salary expectations, by August 5,2019.

Thank you for your interest, we look forward to reviewing your application.

All qualified applicants will receive consideration for employment without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability and conviction for an offence for which a pardon has been granted or in respect of which a record suspension has been ordered.

Only those being considered for the selection process will be contacted.