This role will build, manage and optimize a team of client relationship management professionals and operational specialists, who execute service strategies tailored to their client portfolio.  Taking a data-driven approach, the AVP will measure and drive quality across their client portfolio, executing detailed plans to ensure events such as annual benefits reenrollment run smoothly for both Plan Sponsors and Plan Members.

The AVP is an experienced and proven client relationship expert, who develops and coaches their team members, optimizes and improves operational processes, and develops and executes the strategy for the technology and processes underlying the AdminAdvantage product.  The AVP also acts as an escalation point when needed, to ensure potential issues are quickly and fully resolved. This role requires a highly collaborative approach that seeks to influence internal partners in supporting the needs of our external clients. While keeping the team focused on strong execution, the

AVP is also consistently working toward driving efficiencies, often through digital solutions, to enhance and evolve the team’s ways of working.

Position Responsibilities:

Client Management:

• Ensure exceptional service execution and client satisfaction while supporting strategic growth plans against a backdrop of evolving client and market expectations.

• Influence a team of client-facing professionals to ensure exceptional service delivery and client satisfaction including management of technical enrolment campaigns.

• Develop and maintain strong relationships with key clients, acting as the main point of contact for escalations and strategic discussions.

• Understand client needs and requirements, and ensure the organization meets and exceeds these expectations including the ability to influence client solutions to achieve optimal outcomes.

• Regularly review and analyze client data and feedback to identify areas for improvement and implement necessary changes.

• Develop and implement strategies to enhance the client experience and foster long-term partnerships.

Strategic Planning and Execution:

• Develop and implement operational strategies that deliver seamless experiences for both Plan Sponsors and Plan Members

• Leverage available technology and automation to provide effective and efficient client solutions

• Monitor industry trends and best practices to ensure the organization remains competitive and innovative.

• Collaborate with senior management to develop long-term business plans.

Operational Management:

• Oversee operational client management to ensure efficiency and high-performance including oversight of key daily service metrics.

• Implement and manage changes to operational policies and procedures impacting our clients

• Ensure compliance with all relevant regulations and standards.

 Continuous Improvement:

• Utilize data and analytics to monitor performance and drive continuous improvement initiatives.

• Identify areas for process improvement and implement solutions to enhance operational efficiency and client experience.

Leadership and Team Development:

• Provide strong direction to the Admin Advantage team.

• Foster a positive and productive work environment.

• Influence and work collaboratively across Operations and the broader Group Benefits team to deliver client solutions.

Project Management:

• Oversee major projects and initiatives, ensuring they are completed on time and within budget.

• Coordinate with other departments to ensure project alignment with overall business objectives.

Risk Management:

• Identify and mitigate operational risks.

• Develop and implement contingency plans to address potential disruptions.

Required Qualifications:

• Proven experience in a senior operational management role.

• Experience leading client-facing teams and managing client relationships.

• Strong influence and team-building skills.

• Excellent strategic planning and problem-solving abilities.

• Proficiency in financial management and managing key metrics.

• Strong understanding of business processes and operational best practices.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced, dynamic environment.

• Client Management: Strong ability to manage client relationships and ensure client satisfaction.

• Problem Solving: Applying a structured and data-driven approach to resolving issues and managing client expectations.

• Strategic Thinking: Ability to develop and implement long-term business strategies.

• Financial Acumen: Proficiency in managing key metrics and financial performance.

• Process Improvement: Skilled in identifying inefficiencies and implementing effective solutions.

• Communication: Excellent verbal and written communication skills.

• Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

May require occasional travel to other company locations, client sites, or industry events.

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.