Manager Client Solutions, Business Support

Manager, Client Solutions

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Position Summary:

Reporting to the Assistant Vice-President (AVP), the Manager, Client Solutions leads a team of customer-focused professionals, providing strategic direction and operational leadership to deliver a consistent, high-quality client experience. This role requires a forward-thinking mindset to turn challenges into opportunities for improvement.

The Manager, Client Solutions leads a team of Team Leaders who oversee a diverse group of operational specialists, including Group and Individual Specialists, Contract Specialists, Contract Writers, Data Specialists, and other key roles.

This role plays a critical role in the organization, as the team is responsible for constructing and maintaining contracts and booklets that accurately reflect the products and services purchased by clients. Additionally, the team supports the successful implementation and ongoing maintenance of client file feeds, the Flexible Benefit Management system, and the resolution of escalated issues across all operational areas.

Through strong leadership, the Manager drives operational excellence, enhances client satisfaction, and fosters effective cross-functional collaboration to support business objectives.

Key Responsibilities:

Leadership & Team Oversight

• Lead with Care : You lead, mentor and coach employees by ensuring alignment with departmental goals and performance standards, creating a supportive, empowering environment where people thrive. You lead and support Team Leaders managing Group and Individual business Contract Writers, Contract Specialists, Support Specialists and Data Specialists. You will provide coaching, performance management, and professional development opportunities.
• Be Accountable : Foster a high-performance culture focused on accountability, collaboration, and continuous improvement. You drive performance by ensuring productivity, accuracy, and project delivery through clear guidance and operational oversight.
• Stay Responsive : You collaborate across departments and engage with clients, advisors, and vendors to deliver timely, effective solutions.
• Drive Innovation : You champion new ideas and processes that enhance the client experience and elevate operational excellence.
• Build Community : You foster strong, trust-based relationships with internal and external stakeholders, contributing to a culture of respect, collaboration, and shared success.

Operational Oversight and Execution

• Monitor workload distribution and resource planning to meet service level agreements (SLAs).
• Oversee quality assurance processes and implement corrective actions as needed.
• Oversee the implementation and maintenance of client file feeds and ensure data integrity.
• Manage the deployment and optimization of the Flexible Benefit Management tool for client configuration and reporting and the Contract Management Tool.
• Ensure timely and accurate construction and maintenance of contracts and booklets.
• Oversee projects related to new product launches or enhancements to existing offerings, collaborating closely with cross-functional teams to ensure successful implementation and alignment with client needs.

Escalation & Issue Resolution

• Act as the escalation point for complex client issues and operational challenges.
• Collaborate with internal teams to resolve problems and implement long-term solutions.
• Maintain documentation and reporting for escalations and resolutions.

Client & Stakeholder Engagement

• Work closely with internal departments (e.g., IT, Product, Claims, Sales) to support client onboarding and ongoing service.
• Serve as the strategic liaison between Sales, internal teams, and the client, ensuring a seamless transition from project delivery to operational success.
• Ensure alignment with client expectations and contractual obligations.
• Participate in client meetings and support strategic initiatives.

Process Improvement & Compliance

• Identify and implement process improvements to enhance efficiency and service quality.
• Ensure compliance with internal policies, data privacy regulations, and audit standards.

Qualifications:

• Bachelor's degree in business administration, Health Services, or a related field.
• 5+ years of leadership experience managing people leaders or cross-functional teams.
• Strong understanding of health benefits administration and data integration processes.
• Experience with tools such as Benefit Flex Tool and Contract Management Tool are an asset.
• Excellent communication, problem-solving, and stakeholder management skills.
• Technical Proficiency and integration: Skilled in Microsoft Office Suite; experience with MS Project is a plus. You leverage digital platforms and automation to improve accuracy, speed, and scalability in service delivery.
• Process Optimization: You identify inefficiencies and implement streamlined workflows that enhance productivity and reduce operational friction.
• Client-Centric Solutions: You introduce new service models and tools that elevate the client experience, ensuring responsiveness and personalization.
• Data-Driven Decisions: You use analytics to uncover insights, guide strategic planning, and continuously improve performance.
• Cross-Functional Collaboration: You break silos by connecting teams and ideas, driving integrated solutions that benefit both clients and internal stakeholders.
• Professional Credentials: Industry certifications such as LOMA, HIA, or CEBS are considered valuable assets.
• Language Skills: Bilingualism in English and French is an asset, enhancing your ability to connect with a broader client base.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.