Position Type:
PermanentIf you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.
As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.
Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.
The Director, Client Services reports directly to the VP, Business Development Group Insurance and provides strategic oversight to a team of service professionals to deliver consistent, exceptional and delightful client service that allows us to foster strong, long-term relationships with our group clients. This pivotal role drives revenue growth through effective account management strategies and directly impacts client retention by addressing client needs via a consistent and aligned MBC Service Delivery Model.
The Director will streamline service teams by providing leadership, training, and development opportunities, cultivating a high-performance team that adapts to market changes. Additionally, the Director will collaborate with other departments to ensure cohesive strategies and drive innovation in service delivery. Monitoring and achieving key performance indicators (KPIs) will be crucial to measure success and ensure continuous improvement.
Ultimately, the Director’s efforts will contribute to increased market share, operational efficiencies, customer satisfaction, and team sustainability, aligning with the strategic vision and long-term goals of the organization.
As the Director of Client Services you will:
Develop strategies to improve customer satisfaction & retention
Oversee operations, service teams, and strategic planning
Lead a high-performance team, driving career growth & training
Optimize Salesforce CRM to support data-driven decisions
Break down regional barriers to provide a unified One Medavie service standard, demonstrating reliability and commitment.
Standardize service delivery for consistency & excellence
Strengthen client relationships through engagement & feedback
Implement operational efficiencies & quality control measures
Champion change management and cross-functional collaboration
Implement targeted marketing strategies, leverage referrals and testimonials to support the Sales Process, and participate in industry events to increase visibility.
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of client relationship management strategies.
Own and support the design and execution of a comprehensive training modernization program to support ALL Business Development roles. Incorporating Workday LMS and self-service tools to facilitate continuous learning and development.
Innovation:
Forward thinking visionary that will create a BD Service Excellence team philosophy driving innovation in service delivery.
Expertise in managing and implementing significant organization changes, including adoption of new mythologies.
Proven track record for leading and developing a high performing team, fostering a customer of collaborations, creativity and improvement.
Excellent communication skills to articulate innovative ideas, gain buy-in from stakeholders and ensure alignment across the department.
What you need to succeed:
Education: University or college degree in a relevant field
Experience: 10+ years of leadership in group insurance sales/service
Certifications (Preferred): CEBS, FLMI, LLQP, leadership & change management courses
Skills:
Exceptional communication, coaching, and leadership
Advanced proficiency in Salesforce CRM
Strong problem-solving, decision-making, and negotiation skills
Expertise in process and change management
Knowledge of market trends and competitive positioning
Language: Fluent in English (French is an asset)
So, what else is in it for you?
Of course, a top-notch Health and Dental Benefits Program paid 100% by us, including a Health Spending Account.
A stimulating and flexible work environment with a focus on work-life balance and wellness, including health support tools and discounts on your fitness membership.
A diverse team of colleagues with multiple fields of expertise in an organization where we encourage personal growth.
If getting involved in charitable causes is something you’re passionate about, we support and offer plenty of opportunities to give back. We are a not-for-profit organization, and our shareholders are the communities in which we operate.
#LI-VS1
#CBM1
We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.
If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca.
We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.
Have questions or want to learn more about us? We would love to hear from you!
Kristen Drapeau – Senior Recruitment Consultant
Kristen.Drapeau@medavie.bluecross.ca
Kriysta Duguay – Recruiter
Krysta.Duguay@medavie.bluecross.ca
Welcome to Medavie!
I would be happy to share and discuss our organization, current and future career opportunies.
Many of our roles are able to be remote (work from home) in Canada
- Kristen Drapeau, Senior Recruitment Consultant
-Krysta Duguay, Recruitment Consultant
Who we are
We’re a team of over 8,000 professionals serving clients from coast-to-coast with operations in most provinces. We provide health benefits to nearly 1 in 10 Canadians and manage emergency medical services for nearly 1 in 15 Canadians.
We’ve been a leading health services partner for individuals, employers and governments across Canada for 80 years and a premier all-in-one carrier that provides health, dental, travel, life and disability benefits to individuals and organizations.
We've been recognized as one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, and an Imagine Caring Company.
What we value
Our values are inherent to our culture and provide the framework for each interaction we have and transaction we make, while providing a clear set of expectations to empower employees to do the right thing for everyone we serve. We are:
Caring – We show compassion in everything we do
Accountable – We follow through on our commitments
Responsive – We have the courage to act and adapt
Innovative – We encourage and value new ideas
Community-minded – We achieve more together
More than simply a poster on the wall, our mission of improving the wellbeing of Canadians represents the purpose of our organization ― and we align that with our culture.
What we give back
As a not-for-profit organization, we don’t answer to shareholders. Instead, we invest our earnings in our business, our communities and, most importantly, our employees. We use some of these earnings to support:
Programs to support causes that are close to our employees' hearts, matching the volunteer hours and donations they contribute
An annual United Way workplace campaign led by employees in each of our locations
The Medavie Foundation, which invests in community initiatives and organizations that improve the wellbeing of Canadians, focuses on some of the most pressing mental and physical health challenges facing Canadians.
We want to meet you as you are
At Medavie Blue Cross, we foster a culture of openness, understanding and a sense of belonging where everyone can bring their true selves to work. Nearly 70% of our management roles are held by women and we’re committed to creating a diverse, equitable and inclusive workplace where everyone is valued for who they are and what they contribute. We will accommodate people with disabilities during the recruitment, selection and hiring processes.
What we offer
If you live our values and deliver results, you’ll experience meaningful, rewarding work in a purpose-centred, inclusive organization that provides:
Flexible work options: We want you to work where you work best. We offer work from home, from the office, or a hybrid of the two, while ensuring you feel connected to your team and to our purpose. Our flexibility goes beyond location. We also have flexible working hours and part-time options available.
Competitive compensation: We believe in rewarding our employees for the skills they bring to their jobs and the results they deliver. This includes competitive compensation that will reflect your experience and expertise and annual performance-based incentives, a 100% employer-matched defined contribution pension plan, an employee RRSP, one-on-one financial counselling, vacation and personal days to help you rest, refuel and balance your life.
Career Growth: Internal talent mobility and growth are an integral part of our success. Employees are empowered to own their career development and have rewarding experiences in a variety of work areas. Supportive leadership will encourage and coach you to maximize your potential so you can access multiple learning pathways to develop. Our leadership development program and other programs, such as mentoring, performance-based management and education assistance, are offered to provide employees with an environment of lifelong learning.
Outstanding benefits: Wellbeing is at the centre of everything we do and this starts with our employees. To help you take a proactive approach to your health, we provide: