The Opportunity

As the Client Service & Sales Support Manager, you will lead a team focused on delivering exceptional service to our group benefits clients — driving client satisfaction through strong collaboration, thoughtful people development, and a commitment to quality and timeliness. While exposure to group benefits is an asset, we are prioritizing candidates with demonstrated leadership and team management experience — industry-specific knowledge can be developed on the job.

This position reports to the Vice President, Operations, Employee Benefits & Group Retirement, and is a regular, full-time role primarily based at our Downtown Vancouver office in Bentall One, with occasional time at our Head Office in Burnaby Still Creek.

Our Bentall One location sits in the heart of Downtown Vancouver — steps from SkyTrain, and surrounded by shops, restaurants, and amenities.

Key Responsibilities

• Strategize and collaborate with all levels of sales and service functions to ensure the best client experience possible
• Coach, support and supervise our Downtown Vancouver Employee Benefits service and support team including:
  • Recruitment
  • Onboarding
  • Training & Development
  • Performance Management
  • Engagement
• Foster a positive, engaging work environment to attract and retain top talent
• Work with HR and the VP of EB to develop a career pathing plan for existing team members
• Ensure effective and efficient business processes and procedures are in place
• Optimize quality and volume of work
• Workforce planning to meet business objectives and goals
• Schedule regular meetings and check-ins with individual team members to discuss performance and goals
• Ensure proper provincial licensing as well as insurance company contracting is in place
• Collaborate with national and corporate resources
• Support management with the oversight of Accounts Receivable or revenue allocation as needed
• Other duties and responsibilities as assigned

Talent Management Responsibilities

• Support team members to ensure that they are achieving agreed team and individual goals for client response times, workload, etc.
• Evaluate and counsel employees relative to performance, conduct, attendance, and adherence to policies, procedures and regulations
• Focus on development and career pathing for team members
• Approve and manage staff schedules such as vacation, appointments, education
• Coordinate vacation back-ups as needed
• Host and maintain regular monthly meetings with the team
• Schedule quarterly check-ins and annual year-end reviews with individual team members to discuss performance and professional goals
• Know when to escalate issues to the next level of management
• Assist in establishing team priorities and goals
  

The Requirements

The successful candidate thrives in a collaborative and results-driven atmosphere and leverages their strong communication and interpersonal skills to build a team-oriented environment. Your passion for efficiency and process improvement has you constantly looking for opportunities to optimize resources. Youre highly skilled in planning as well as execution.

• A strong aptitude to work collaboratively with direct reports, colleagues, business partners and front-line talent to create a results-driven team
• Strong communication skills (verbal & written)
• Excellent interpersonal skills
• Able to manage a team of staff in a dynamic, fast-paced environment
• Strong organizational skills
• LLQP Licensed (in BC or other provinces)or willingness to obtain within 6 months

Asset experience that will make you stand out:

• Prior experience working within the group benefits industry
• Industry designation (CEBS or other)
• Prior experience managing and developing talent

The expected salary range for this position is$90,000to $120,000 and will be impacted by factors such as the successful candidates skills, experience andworking location, as well as the specific positions business line, scope and level. HUBInternational is proud to offer comprehensive benefit and total compensation packages whichcould include extended health benefits, disability insurance, RRSP matching,paid-time-off benefits, and eligible bonuses, and commissions for some positions.

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