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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in managing complex client implementations and service delivery, with a strong focus on client outcomes and operational excellence. Proficient in driving continuous improvement initiatives and fostering collaboration across cross-functional teams.
Highest-signal resume keywords
Bilingual In French And EnglishLeadership Experience In Client-Focused EnvironmentsProject Management ExpertiseStrong Analytical And Strategic CapabilityDeep Understanding Of Group Benefits
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client Implementation ManagementBusiness AnalysisSystem ImplementationData-Driven Decision MakingGovernance FrameworksOperational StrategiesRisk ManagementProcess ImprovementResource AllocationPortfolio Management
Soft Skills
Influencing StakeholdersTeam LeadershipCross-Functional CollaborationClient-CentricityContinuous Learning
Tools & Technologies
Microsoft Office 365
Industry Keywords
Group BenefitsPlan DesignEnrolment ProcessesService StandardsOperational ExcellenceClient EngagementHigh-Impact Client RelationshipsComplex EnvironmentsSystemic IssuesService Delivery
About the role
Key responsibilities & impact- Lead, coach, and develop a team of Client and Account Specialists delivering client implementations and ongoing service
- Set direction and elevate team capability in managing complexity, risk, and high-impact client relationships
- Oversee workforce planning and resource allocation across client portfolios
- Drive accountability for service quality, client outcomes, and operational excellence
- Provide strategic oversight of end-to-end AdminAdvantage client delivery
- Ensure alignment with client expectations, contractual obligations, and service standards
- Ensure consistency and quality of client engagement, communications, and deliverables
- Support management of client structures, re-enrolments, and non-standard solutions
- Monitor portfolio health, identify risks, and intervene to ensure successful outcomes
- Act as senior escalation point for complex, high-risk client, product, or segment issues
- Lead cross-functional resolution efforts and coordinate internal stakeholders
- Provide strategic direction on issue resolution
- Drive root cause analysis and scalable preventative solutions
- Establish and enforce governance frameworks, standards, and best practices
- Lead alignment across AdminAdvantage, Distribution, Underwriting, IT, and Operations
- Identify, escalate, and resolve systemic service-performance issues
- Anticipate and manage portfolio risks through proactive mitigation
- Improve operating models, processes, and tools for scalability and service effectiveness
- Drive continuous improvement initiatives across AdminAdvantage Operations
- Standardize and simplify complex processes
- Contribute to operational strategies, service models, and organizational best practices
- Ensure adoption and sustainment of improvements across teams
- Partner with leaders and stakeholders to improve end-to-end service delivery
- Promote accountability, continuous learning, and client-centricity
- Contribute to organizational priorities, transformation initiatives, and strategic programs
Requirements
What you’ll need- Bilingual in French and English is required
- Post-secondary education in business, technology, or a related field, or equivalent experience
- Extensive leadership experience managing teams in complex, high-volume, and client-focused environments
- Deep understanding of Group Benefits, including plan design, enrolment processes, and system capabilities
- Proficiency with Microsoft Office 365 tools
- Demonstrated experience overseeing large-scale, complex client implementations and service delivery across multiple clients or segments
- Strong expertise in project management, business analysis, and system implementation in complex environments
- Proven ability to influence and lead cross-functional stakeholders at senior levels
- Strong analytical and strategic capability, including use of data and insights to drive decisions and improvements
- Builds and leads high-performing teams and develops capability and leadership depth
- Drives exceptional client outcomes and resolves complex escalations
- Applies broad business perspective to influence portfolio and organizational decisions
- Influences and aligns stakeholders across functions and levels
- Leads resolution of complex, systemic issues through data-driven insights and cross-functional collaboration
- Leads and enables change across teams at scale
- Builds strong networks and influences across teams
- Shapes and drives improvements to operating models, governance, and delivery frameworks
Benefits
Comp & perks- Flexible work environment
- Well-being and inclusion support
- Learning and career growth opportunities
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short-term disability insurance
- Long-term disability insurance
- Life insurance
- AD&D insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension plan
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays
- Vacation days
- Personal days
- Sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance