Member Benefits Supervisor

Organization Summary

Building on nearly 40 years of experience as Merit Contractors Association, OpenCircle elevates employers and employees by supporting well-being in work, life, and the spaces in between. As a membership association supporting construction and industry partners across Canada, OpenCircle supports their client companies and their employees with sustainability and growth. As changes occur globally and at home in Canada, they shine the spotlight on the employer-employee relationship, encouraging diverse thinking on how to best support employees and their families. 

What will you do?

Reporting to the Manager, Benefit Services, the Supervisor, Member Benefits is responsible for overseeing the service provided by the Member Benefits department and monitoring and delegating tasks to ensure service level metrics are achieved by the department. The Position administers all aspects of membership retention including ongoing relationship management and providing solutions to companies concerns relating to Member services, benefit system support and utilization of benefit services as well as overseeing and monitoring the service provided by the department. 

Job Responsibilities

Oversee and monitor the Member Benefits department to ensure service level metrics are being met, tasks are being completed, and strategic initiatives are being implemented.

Provide overall supervision of all Member Benefits department employees, including day-to-day task delegation, performance management, onboarding, and ongoing training.

Develop and foster Member relationships to promote success and retention, working closely with Members to ensure satisfaction and understanding of benefit plan offerings.

Deliver comprehensive explanations and support to Members to ensure effective utilization of selected benefit plan offerings and understanding of the value provided to their company.

Serve as a representative of OpenCircle at events, conferences, and Member worksites to foster relationship building and meaningful connections.

Support the implementation of Member-centric strategies to enhance the service experience and promote Member retention.

Review benefit plan option changes upon request and provide guidance on expectations for transitioning plan levels to ensure a smooth conversion.

Proactively develop escalation plans for recurring Member issues within the department.

De-escalate concerns relating to employees benefit coverage, drug card requests, and enrolment of new employees and monthly reporting.

Deliver comprehensive training for new administrators upon request, including walkthroughs of benefit administration and claim sites, and the creation and delivery of monthly benefit webinars distributed nationally relating to information on benefit plans and processes both employee and employer specific.

Provide guidance, mentorship, and training to team members on handling escalated cases.

Investigate benefit plan termination requests to offer solutions or to provide benefit plan comparisons to retain memberships.

Collaborate with the Business Development department to provide information and forms required to complete each membership sale.

Monitor and compile Member trending to report growth and attrition and obtain information when benefit plans terminate, including providing input for Key Performance Indicators.

Maintain Member records in the Benefit Administration System to ensure accurate information is available and accessible by all employees of OpenCircle Benefits.

Develop new processes to accommodate changes to benefit plans and benefit plan structures.

Complete assigned monthly workarounds such as health checks relating to the input of Member data.

Lead projects pertaining to the benefit plan with integration into other areas of the organization.

Review all escalated Member issues to bring forward recommendations for review.

Please note that as part of our recruitment process, we require each shortlisted candidate to participate in a criminal record check

Qualifications

High school diploma; post-secondary education is considered an asset.

4-7 years of benefit administration experience required.

Previous experience in a supervisor or manager-level customer service and support, sales, account management, and/or customer success position is considered an asset.

Advanced knowledge of benefit and membership programs.

Ability to organize workflow and priorities to meet the needs of Members and employers.

Ability to handle a multitude of tasks accurately, effectively, and efficiently.

Desire to promote team building and ensure strong team environment is achieved.

Effectively deal with all Members in a manner that shows sensitivity, demonstrating tact and professionalism.

Strong judgement, decision-making, mediation, and problem-solving skills.

Excellent interpersonal, written and oral communication skills.

Ability to locate, process, and analyze data.

Advocates and enables change and assists others in dealing with transition.

Initiative in identifying and dealing with escalations proactively and persistently.

Demonstrate time management and organizational skills with the ability to meet projected timelines.

Demonstrated technical proficiency to apply knowledge of grammar, punctuation, structure, spelling, tone, proofreading, clarity, and organization.

High level of proficiency with Microsoft Office 365.

Sound analytical thinking, planning, and prioritization skills.

High level of integrity, confidentiality, and accountability.

Valid Alberta Class 5 driver's license (or provincial equivalent).

Ability to travel within and across Alberta and, on occasion, to other provinces when necessary.

Core Competencies

At OpenCircle we strive to provide a workplace culture that aligns with our employees’ personal values. Core competencies for this role, to align well with our workplace culture, are:

Agility

Result-oriented

Solution-based thinker

Creative problem solving

Self-motivation