Manager, Client Success Hbm+

This hybrid position is available in the following GreenShield office locations: Windsor ON, Toronto ON, London ON, Montreal QC, Quebec City QC, Calgary AB, Vancouver BC, Halifax NS

GreenShield (GS) is revolutionizing the healthcare industry as part of our mission to ensure better health for all!

In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to ensure she could afford a prescription for her sick daughter. He knew there had to be a better way! He introduced North America’s first prepaid drug plan, and Green Shield was born as a not-for-profit health benefits provider that re-invested its earnings to support better health for all Canadians.

Today, we follow in the footsteps of our founder as we continue our pursuit of a better way. No longer just a traditional health and dental benefits provider, Green Shield is now the first integrated health services organization in Canada that is both a payer (offering insurance, administering benefits, and paying claims) and a provider (offering medical, mental health, and pharmacy services).

This means we can uniquely offer:

• Integration of our services, creating a seamless experience
• Convenience to engage our services anywhere, anytime, effortlessly
• Improved health outcomes via preventative care and treatment, and data driven insights
• Direct access to real time professional health services

This evolution also deepens our social mission through both financial support and the direct delivery of services to support local communities and underserved populations across Canada.

THE ROLE IN A NUTSHELL

HBM+ is a business unit within GreenShield Administration and is more than a pharmacy benefits manager, it is a health benefits manager. With offices in Ontario and Quebec, HBM+ provides customized technology and white-label solutions that support drug, dental and extended health benefits for group benefits carriers, third-party payors, and government organizations across Canada.

HBM+ is built on a foundation of proven technology, seamless branding, innovative claims management and administration capabilities, collaborative provider management, and solid industry expertise. They recognize that each client is unique and requires a business solution tailored to their needs.

This position reports to the National Manager, Client Success and Implementation Services.

• Represent HBM+ on the GreenShield Privacy and Security Committee.
• Liaise with internal and external stakeholders for HBM+ IT driven activities; including, but not limited to, agile pod and product ownership responsibilities.
• Manage relationships with senior client contacts, colleagues, and cross-functional teams to provide key leadership and oversight of the client change request pipeline and prioritize our IT initiatives in consultation with the leadership team, Account Managers, and the IT team.
• Lead, mentor, and coach the Client Success team. Encourage and inspire employee development plans to maintain a highly effective team.
• Support compliance with our contractual obligations including service level agreements and actively participate in client governance meetings.
• Foster and build a positive, collaborative team environment where employees are engaged and motivated to achieve optimal results.
• Participate in HBM+ initiatives as a key business and/or technology subject matter expert.
• Develop relationships across the organization; listen and respond to the needs of internal and external clients to drive best in class customer service.
• This is a vital role that leads your Client Success team. This team, under your leadership, ensures that we delight our clients every day. You will oversee various internal and external initiatives with our clients, drive best practices, evolve processes, and foster a spirit of continuous improvement by challenging the status quo.
• Be an active and engaged member of the HBM+ leadership team. Participate in developing our business objectives to ensure sustainability and on-going success.
• Direct and communicate the day-to-day and long-term status reporting for corporate projects to stakeholders while applying appropriate risk management practices.
• Work with various IT Pods to scope, plan, and manage all development requests and activities while managing the financial budget and timelines.

WHAT WE ARE LOOKING FOR

• Strong business acumen with a strategic mindset.
• University degree or college diploma in Business Administration, Computer Science, or related discipline.
• An accomplished facilitator with excellent interpersonal skills.
• Demonstrated leadership experience to motivate, build, develop and lead highly effective teams.
• Software development lifecycle
• Service request management
• Experience driving continuous process improvements.
• Remote team management required due to multi-location sites.
• Ability to travel occasionally within Canada will be required.
• Release planning activities
• Highly developed planning, organizing, and negotiating skills; ability to manage multiple tasks, meet deadlines, and respond to changing priorities in a face paced environment.
• Online transaction processing environments
• Previous client support experience in the following areas:
• Agile delivery methodologies
• Strong analytical skills and experience with business process development and analysis.
• Clear and effective written/oral communication skills, with the ability to communicate to all levels of internal and external stakeholders.
• Web/mobile based applications
• Minimum 10 years of experience in the group insurance or Health Benefits Administration industry with at least five years of experience managing and leading a client-facing team.
• Somebody that wants to have fun and be part of a thriving business.
• Strong meeting facilitator and presenter who is comfortable in front of clients.

NICE TO HAVE

• Project Management Professional (PMP)
• Bilingual French/English is highly desirable
• The following designations or certifications would be considered an asset:
• Certified Business Analysis Professional (CBAP)
• Certified Employee Benefits Specialist (CEBS)

Our purpose is rewarding, but we don’t stop there. Check out these perks:

• Time to recharge: Vacation days, an end of year holiday shutdown, and even your birthday off!
• Extensive health and wellness benefits starting on day 1: We are in the health benefits business, after all!
• A flexible work schedule: The flexibility to work from home 3 days a week.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all individuals. Even if your experience doesn’t align perfectly to every requirement in this posting, but you are excited about this opportunity, we invite you to apply.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodations through [email protected]. Information received relating to accommodation will be addressed confidentially.