Team Lead, Employer and Application Support

Morneau Shepell - Vancouver, BC (30+ days ago)

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Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Team Lead, Employer Support Services and Application Support Services
Health Benefits Consulting Administration
Vancouver, BC
Full Time

The successful candidate will lead the Employer Support Services and Application Support Services teams who support our Benefits Administration practice at Morneau Shepell. Our Ariel administration system is a robust recordkeeping platform that supports membership database updates, provides electronic data interfaces, calculations and transactions. The Team Lead of ES/AS is responsible for the performance, team training and development of the members within our support teams.

Responsibilities:
Functions as the Team Leader, overseeing work of the Employer Services Team and Application Support Services Team
Analyzes project and work demands and allocates team resources accordingly
Provides daily supervision, direction, continuous training and feedback to the team
Reviews processes and procedures; implements changes to optimize efficiency as required
Manages team volumes for day to day activities as well as internal client projects
Develops measures to evaluate team performance, runs and analyses all team reports
Devises ways to continuously improve team operations; identifies system inefficiencies, recommends and implements appropriate plan of actions
Ensures that service levels are adhered to
Leads by example and foster environment to provide high quality service
Responsible for delivering customer service excellence adhering to established service level agreements
Ensures that team members are trained to explain plan design or business rule related inquiries to clients/Plan Administrators
Responsible for maintaining and updating the user guide document provided to external administrators accessing the online benefit online system
Co-ordinates and deliver webinars to external Plan Administrators when required at the initial set up of their system access
Accountable for maintaining the current list of external online system users’ contact information
Processes authorized requests for Plan Administrators’ system access
Escalates system access related or system performance issues
Ability to deal with difficult situations with calm demeanor
Assists team members in dealing with difficult situations through mentorship and example
Conducts first level interview for new hires
Trains and orients new team members on systems and procedures
Provides input to team members’ performance review, recommendation with substantiated reasoning for merit increases
Promotes Morneau Shepell as the service provider of choice in the industry
Assists with special projects and other tasks, as required
Functions as a Team Leader, overseeing work of the Tier 2 Services Team
Analyzes project and work demands and allocates team resources accordingly
Provides daily supervision, direction, continuous training and feedback to the team
Reviews processes and procedures; implements changes to optimize efficiency as required
Manages team volumes for day to day activities as well as internal client projects
Observes the corporate values of Morneau Shepell
Promotes Morneau Shepell as the service provider of choice in the industry

Qualifications:
Post-secondary education and additional courses in Human Resources (such as CEBS) or post-secondary education in Information Technology
Minimum of 5 years’ experience in a people leadership position
Experience within the group insurance, benefits or health and welfare industry would be considered an asset
Advanced skill and experience with Microsoft Excel
Technical experience with T-SQL and MS SQL Server would be considered an asset
Working Knowledge of ASP, ASP.NET, HTML, would be considered an asset
Knowledge of ITIL and testing methodology would be considered an asset
Working Knowledge of electronic data interchange files and processes would be considered an asset
Excellent problem solving and analytical skills
Exceptional customer focus and strong professional acumen
Excellent communication skills both verbal and written and ability to work with minimal supervision
Extremely organized self-starter, flexible and highly independent
Good understanding of personal computers and software, particularly MS Word, Excel and PowerPoint
Demonstrated sound judgment and decision making skills
Flexible and responsive to customers’ needs
Extremely organized self-starter, flexible and highly independent
Ensures effective work habits, including punctuality, responsiveness, and accessibility to others
Comfortable working in a fast-paced environment
Able to handle a wide variety of projects with competing deadlines
Dedicated and flexible team player with a high energy level and solid organizational skills
Ensures effective work habits, including punctuality, responsiveness and accessibility to others

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Job Grade: MS3

Fulfilling work that matters

Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours.

We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.