Securian Canada Looking for Client Experience Manager at Toronto, Ontario, Canada Full Time

Employment Type: Permanent – Full Time

Location: Toronto, ON

Description

What we do every day to be our very best

Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren’t afraid to challenge and create, or bring diverse perspectives to our work.

Who We Need

The Client Experience Manager will be responsible for planning, executing, and managing a portfolio of client programs and initiatives, where program essentially means the client’s “account” and “experience. These terms are interchangeable in this role. Developing and maintaining strong, long-term relationships with a portfolio of clients, ensuring their satisfaction with Securian Canada’s program design and delivery are key to the Client Experience Manager’s role. This role plays a pivotal part in the success and growth of the organization.

This role requires a deep understanding of insurance products, regulations, and processes as well as excellence in customer service. The Program Manager will report to the Vice President Client Experience and will closely with other market vertical stakeholders including those working in growth and sales, program architecture, and back-office client and member services management. This role may involve leading a small team of Program Implementation Specialists.

What You Will Do

• Manage a portfolio of clients, ensuring that the program performance aligns with the company’s strategic objectives;
• Demonstrate strong client management skills including customer service fundamentals of effective communication, problem-solving, and relationship-building skills vital – along with a deep understanding of client needs and expectation – to enabling client and broker engagement and satisfaction;
• Manage client feedback and collaborate with internal teams to address client experience issues and optimize client management processes;
• Provide program management support for the Client Experience lead, aligning program objectives with the organization’s strategy;
• Develop and implement strategies in partnership with the Client Experience lead, to improve client satisfaction;
• Prepare and present reports on client program progress, status, and outcomes to senior management and stakeholders;
• May manage a team of client implementation specialists or client management professionals, ensuring a customer-centric culture and effective collaboration within the team;
• Collaborate with other departments such as service delivery, UW and technology to ensure a cohesive and seamless client experience across all interactions;
• Analyze client feedback received via surveys, interviews, and other methods, and using insights to drive improvements in products and services;
• Regularly monitor key performance indicators (KPIs) to measure customer satisfaction and loyalty;
• Work with the client experience lead to leverage partnerships, technology and data analytics to gain insights into client behavior and preferences and enable data-driven decision-making for client experience enhancements;
• Go above and beyond to ensure clients are not just satisfied but delighted with the service, making them enthusiastic advocates for your company;
• Overseeing new client onboarding processes to ensure a smooth introduction to products and services. Implement initiatives to educate clients on utilizing offerings effectively;
• Ensure timely and effective responses to maintain high levels of satisfaction and playing a key role in designing and implementing client and broker engagement initiatives, ensuring a seamless and positive experience across all touch points;
• Act as the primary point of contact for clients, addressing their inquiries, issues, and concerns promptly and effectively;
• Communicate with clients regularly to update them on product or service offerings, provide progress reports, and gather feedback;
• Monitor quality assurance measures to ensure that client interactions, whether online, in-person, or via customer support, align with established service standards;
• Provide program training for employees involved in client interactions to equip them with the skills and knowledge needed to deliver exceptional client experiences;
• Ensuring that client experiences align with the organization’s brand identity and values and fostering a consistent and positive brand image through client interactions.

What You Will Bring

The education. Bachelor’s degree in business, finance, or a related field.

The experience. Proven experience in program management within the insurance industry.

The skills. Strong interpersonal and communication skills. Proficiency in customer relationship management (CRM) software. Exceptional client relationship management. Outstanding problem-solving and decision-making skills.

The knowledge. Demonstrated ability to build and maintain client relationships.

The drive. Strategic thinking and planning. Data analysis and insights. Team collaboration and leadership.

Why join?

When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture – so that together, we can discover the art of possible.

At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.

You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be – both in, and outside, work.

Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:

• Flexible work arrangements with monthly financial allocations to support your work-life balance;
• Generous starting paid vacation time, plus additional vacation days for every year of service;
• Paid volunteer day so you can dedicate time to a cause you are passionate about;
• Paid personal and wellness days to support your total wellbeing;
• Educational assistance of up to $3,500 a year (with approval from your manager);
• Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
• Up to 14% of combined contributions to the RRSP matching program;
• Family-friendly maternity/parental leave and,
• Many, more benefits, perks and programs.

If you have at least 70% of the qualifications we’re looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures – we want to hear from you!

Take the first step in building your future with Securian Canada. Apply now.

Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact hr@securiancanada.ca for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada/Canadian Premier Life Insurance Company policies.