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Director, Customer Success At Medavie Blue Cross

Location: Moncton, New Brunswick

Job Description

For over 70 years, and across six provinces we've been a leading diversified health services partner for individuals, plan sponsors, plan advisors and governments across Canada. We are proud to be a not-for-profit organization committed to giving back to the communities where we live and work. We support the health and wellness of our employees and their families with various wellness programs and resources to support their personal and professional growth.

We're a team of 1,900 colleagues dedicated to collaboration, innovation, customer service, and committed to work-life balance, community involvement and career development which is why Medavie Blue Cross is recognized as a Top 100 Employer and one of Canada's 10 Most Admired Corporate Cultures.
Job Title: Director, Customer Success Department: Member Experience Competition: 4098 Internal/External: Both Employment Type: Full Time, Permanent Location: Moncton, Dartmouth, Montreal Salary: Competitive Compensation and Benefits Package Reports To: Senior Vice President Operations, Technology, and Digital Closing Date: August 17, 2018

The Opportunity:
The Director Customer Success brings the voice of the customer to all areas of our business to deliver trusted advice and service to help our customers thrive. We are seeking an experienced and dynamic leader responsible for the overall direction of the customer information centers and claims teams for Medavie Blue Cross in several provinces. You will develop, implement and maintain a customer relations management model to add value to all customer segments. This position reports to the Senior Vice President, Operations, Technology, and Digital.

Key Responsibilities:
Lead the effective and efficient operation and performance of the call centre and claims team while demonstrating leadership, knowledge and application of industry call center and claims processing metrics, standards of practice, policies and procedures, quality improvement processes, and the goals of the organization
Oversee implementation of our front-line customer service strategy and ensure ongoing process improvement in this area and work with business leads to define how we can leverage technology to better interact with our customers and service their needs
Provide leadership, mentorship, and coaching to new and existing staff to help them reach their full potential and meet and/or exceed service objectives and targets
Cultivate a management team focused on continuous improvement and project execution excellence and develop service level contingency plans to address service level challenges and implementing these as required
Motivate and generate enthusiasm to ensure high morale in the Customer Success department by building a strong and highly productive team comprised of staff to drive high performance and efficiencies and a work environment that combines learning, achievement, recognition and a team spirit
Manage service levels and workflow through leaders and monitor daily and monthly services levels in conjunction with targets and customer escalations when required
Work with sales leads to determine business needs and define the 3-5 year roadmap to meet the current and future requirements.
Monitor performance management of all staff which includes conducting annual performance evaluations, coaching, knowledge and skills development, developing work plans, overseeing attendance management and schedule adherence
Ensure we hire the best staff and monitor staff training to ensure new and existing staff handle customer inquiries with accuracy and with the proper understanding
Manage and support cross departmental projects, focusing on process management, increased efficiency and effectiveness that contribute to departmental, divisional and corporate goals
Communicate with other departments, group offices, third party providers and our clients on an ongoing basis to support and resolve escalated issues

As the ideal candidate, you possess the following qualifications:

Education : Bachelor's degree in Business or related field.

Work Experience : 10-15 years leadership experience in a contact centre or claims environment, managing multi-site remote locations and client interactions.

Other Qualifications :
Familiarity with the insurance industry; detailed knowledge of Call Centre operations and technology. Provider network management experience an asset.
Working knowledge of Inquiry Centre Technology such as VOIP, Quality Assurance, and Workforce Management
Relevant technical knowledge and experience with both data and voice system
Strong presentation and verbal skills
Medical Terminology, clinical experience an asset.

Computer Skills : Competency with MS Office suite.

Language Skills : . Bilingual ability in written and spoken French and English is an asset

Travel: Able and available to travel, as required

You also demonstrate the following core leadership accountabilities:

Values and Ethics : Builds and promotes a respectful work environment with employees fostering a climate of transparency, trust and respect. Supports opportunities for learning and growth and encourages staff to live the corporate values.

Engagement : Builds constructive and effective relationships inside and outside the organization, relates well to all kinds of people and is capable of using diplomacy and tact to comfortably diffuse high-tension situations.

People Management : Strong people management abilities, skill in mentoring and coaching staff in a highly demanding, fast paced environment. Seen as a team player and is cooperative. Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; easily gains trust and support of peers; encourages collaboration and can be candid with peers.

Strategic Thinking: A self-starter with critical thinking, analytical approach, business acumen and decision making. Can anticipate future consequences and trends accurately; has broad knowledge and perspective and can create competitive and breakthrough strategies and plans.

Action Management: A sense of urgency, customer advocacy and drive for results. Can impact people and results remotely; can design practices, processes, and procedures that allow managing from a distance and is comfortable letting things manage themselves without intervening.

Financial Management : Creates budgets with input from managers and can implement strategies to achieve operating efficiencies and value.
We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.
Medavie Blue Cross is an equal opportunity employer.