Team Lead, Group Benefits Service

Job Description

Saskatchewan Blue Cross®, one of Saskatchewan’s Top Employers, is currently recruitingfor a full-time permanent Team Lead, Group Benefits Service to join our team inthe Group Benefits department. This position offers the flexibility to be in-office or participate in hybrid options in our Saskatoon or Regina office.

Reporting to the Manager, Group Benefits, the Team Lead, Group Benefits Service is a key leadership role responsible for delivering proactive, consistent, and exceptional service experiences to Saskatchewan Blue Cross group insurance clients, including plan administrators, their employees, and advisor partners. The Team Lead provides supervisory oversight and direction to the Group Benefits Service team, to drive service excellence through coaching, performance management, and professional development. By setting clear expectations, monitoring service quality, and fostering continuous improvement, this role champions a client-centric culture and serves as the escalation point and subject matter expert, supporting the team through complex client issues with professionalism, empathy, and timely resolution.

As a market-facing leader, the Team Lead builds strong, trusted relationships with group clients and advisor partners while collaborating cross-functionally to ensure seamless client experiences across the full group benefits lifecycle, from onboarding and education to ongoing service, renewals, plan changes, and issue resolution. This role also contributes to strategic service initiatives, advances service innovation, and represents the client voice internally to help shape tools, processes, and policies that enhance value to clients and advisors. The Team Lead requires a strong combination of leadership, operational oversight, client relationship management, communication, and problem-solving skills.

WHY CHOOSE SASKATCHEWAN BLUE CROSS?

We’re driven by a mission to empower communities on their journey to whole health and wellness, and have a lot of exciting things ahead of us. We’re improving our members’ experiences through investment in our people, technology, services and products. When you join our team, you’re joining an organization where employees are valued, recognized for their contributions and empowered to make us stronger. The wellbeing of our employees, our members, our partners and our communities is at the heart of our operations.

Our industry is evolving fast, and so are we! We’re looking for people who:

• Share our values


• Believe that creating great experiences is totally within their control


• Collaborate and always set others up for success


• Build positive relationships and an understanding of what people’s needs are


• See solutions and possibilities (not problems!)


• Are simply outstanding at what they do

DUTIES & RESPONSIBILITIES

• Provide direct day-to-day leadership, coaching, and support to the Group Benefits Service team


• Assign, delegate, and monitor work of team members to support service standards, departmental priorities, and client needs


• Champion a client-centric service culture and foster a positive, accountable, inclusive and psychologically safe team environment


• Support hiring, onboarding, training, and development planning for team members to ensure competency, confidence, and consistency in service delivery


• Provide regular feedback, recognition, and performance coaching; contribute to performance reviews and development planning in consultation with the Manager


• Drive collaboration, accountability, and relationship-building within the team and across Saskatchewan Blue Cross


• Monitor work of team members to ensure it is carried out in compliance with organizational policies, licensing requirements and applicable laws and regulations


• Analyze service and operational data, prepare reporting, and communicate results and trends to support decision-making


• Support the Manager in establishing and maintaining department workplans, budget forecasting, standards, and targets for quality, productivity, and other key metrics


• Research, develop, and implement best practices for workflows, procedures, and service processes to improve consistency and efficiency


• Liaise with internal stakeholders across the organization to identify and execute training and process improvement opportunities


• Think critically to make the best decisions by providing support in designing solutions to operational problems such as complex client, member, and employee issues outside routine guidelines with support of the Manager


• Monitor and evaluate service delivery standards and key performance indicators (accuracy, quality, responsiveness, timeliness), identifying improvement opportunities to meet evolving client needs,


• Act as the primary escalation point for complex or sensitive client issues; ensure timely resolution and appropriate internal escalation for risk, compliance, or reputational concerns


• Provide subject matter expertise related to group benefits, service, plan administration, and service processes


• Regularly monitor client health, service trends, and post-interaction sentiment, using insights to improve satisfaction, reduce churn risk, and strengthen retention


• Maintain awareness of competitor service practices and recommend enhancements to service delivery and the Plan Administrator Portal experience


• Represent Saskatchewan Blue Cross externally with plan administrators, plan members (as applicable), and advisor partners, supporting strong working relationships and confidence in service delivery


• Present to internal and external audiences as required (client training, onboarding sessions, advisor support, internal process presentations)


• Build relationships through external and internal networks of peers and stakeholders


• Other duties and projects as assigned

QUALIFICATIONS & SKILLS

• Completion of a Bachelor's degree in a relevant field (i.e. Business Administration, Commerce), or an equivalent combination of education, training and leadership experience is required


• 3+ years of related experience, including 1+ year of supervisory accountability


• Secure and maintain Life and Accident & Sickness license, in good standing, through the Insurance Councils of Saskatchewan within the first 6 months of employment and meet the on-going licensee minimum required continuing education requirements


• Current GBA designation or actively working toward completion preferred


• Previous experience in insurance and high regulation environments, with group benefits leadership experience would be considered an asset


• Demonstrated understanding of group benefits administration, including eligibility, plan changes, renewals, claims/coverage concepts, and client service requirements


• Experience leading within a service delivery environment, including oversight of service KPIs, service quality standards, escalations, and continuous improvement practices


• Well-developed understanding of distributed sales and service models with consultants, advisors, and brokers would be considered an asset


• Highly organized and detail-oriented strategic thinker with strong problem-solving skills and the integrity, professionalism, and self-motivation to act decisively and independently


• Proven ability to lead through change, including supporting system implementations, process redesign, and adoption of new workflows and tools


• Capability to lead and develop employees and foster an engaging work environment


• Commitment to meet standards, accuracy, and timeliness in experience delivery


• Excellent interpersonal, verbal, written, presentation, and public speaking skills, with strong research, and analytical abilities and the ability to summarize complex business and technical information into clear, well-structured presentations, documents, and reports for diverse audiences


• Technology savvy, with demonstrated proficiency in CRM platforms, the full Microsoft Office suite (Word, Excel, PowerPoint, Outlook), with the ability to quickly learn new tools and systems


• Must maintain a valid Class 5 driver’s license


• Willingness to travel and work remotely as needed, including occasional work outside regular business hours


• Security clearance will be required to complete licensing requirements


• Legally entitled to work in Canada on an unrestricted basis


• Criminal Record and background check satisfactory to Saskatchewan Blue Cross

HOW TO APPLY

If you are motivated to learn, enjoy working as part of a team and are looking for an opportunity to be part of a progressive, growing company, please apply directly on our Company Job Board

Saskatchewan Blue Cross is an equal opportunity employer committed to diversity and inclusion and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We are also deeply committed to Indigenous inclusion. We recognize the importance of lived experience, cultural knowledge, and traditional leadership. These are valued alongside conventional qualifications as part of our holistic approach to recruitment.