Manager - Insurance Client Service

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Manager Client Service Representative is responsible for leading a dedicated team that supports the administration of Individual Customer Insurance clients.  This position is focused on providing the highest level of service to our clients and business partners while supporting the development and performance of the team.

This role has the following responsibilities:

 •    Effectively managing the day-to-day accountabilities of one of our segregated fund teams including workflow distribution, issue resolution, team development and performance management
•    Answering enquiries and providing subject matter expertise to field partners and team members •    Assisting with resolving escalated calls/questions received from advisors/clients
•    Managing budgets, salary administration, headcount and employee records such as vacation, overtime and earned time 
•    Conducting regular team and one on one meetings with staff to support team and individual performance and development
•    Managing complaints/legal cases in partnership with subject matter experts such as Legal and/or Compliance as required
•    Coaching stakeholders through change initiatives•    Ensuring audit controls are in place and being followed with a focus on quality results
•    Modeling behaviours that demonstrate a strong customer focus such a sense of urgency and desire for customer satisfaction seeing issues through to resolution
•    Motivating the team to achieve peak performance and achieve their full potential.

To be successful in this role, the Manager demonstrates these qualifications and competencies:

•    A career progression that demonstrates experience and knowledge related to the investment industry (investment fund products preferred) and ability to provide exceptional customer service and coach others to achieve excellence in the field
•    Experience as a leader demonstrating the ability to develop, coach, recruit and manage the performance and results of a team of administrative professionals
•    Ability to successfully identify and resolve complex and escalated issues from advisors and clients
•    Ability to self-manage, prioritize and organize work to meet deadlines in an unstructured and constantly changing environment
•    Ability to communicate effectively both verbally and in writing adapting to the unique needs of various stakeholders 
•    Well developed interpersonal skills demonstrating an ability to foster and maintain positive working relationships with all stakeholders while working both independently and as part of a team
•    Strong analytical skills and eye of for continuous improvement opportunities

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.