Benefit Services Team Lead

Benefit Services Team Lead

We are seeking a Benefit Services Team Lead to provide leadership, expertise, and direction to a high-performing team responsible for delivering outstanding service to employee benefit plan members, health care employers, and unions across Saskatchewan.

Reporting to the Manager, Benefits Services, you will act as a subject matter expert in employee benefits while supporting team development, training, documentation, and continuous improvement initiatives. You will be a key escalation point for complex matters and play an important role in ensuring consistent, high-quality service delivery aligned with organizational values and service standards.

Team Leadership & Support

•Provide day-to-day leadership, coaching, and guidance to a Benefit Services team

•Monitor workloads and performance to ensure service standards are met

•Foster a collaborative, respectful, and high-performing team culture

•Participate in recruitment and onboarding activities

•Represent the team in collaborative forums and cross-department initiatives

Training, Education & Documentation

•Design, develop, and deliver onboarding and ongoing training programs

•Identify skills gaps and coordinate continuous learning opportunities

•Document and maintain policies, procedures, and best practices

•Ensure consistency and accuracy in operational processes

Customer Service & Subject Matter Expertise

•Act as an escalation point for complex or sensitive inquiries

•Support quality assurance through call monitoring and performance feedback

•Promote empathy, professionalism, and service excellence

Strategic Partner Education

•Create and deliver education materials and sessions for plan members and employers

•Support understanding of benefit entitlements, processes, and timelines

•Serve as a public-facing subject matter expert as required

Continuous Improvement & Operations

•Identify and support opportunities to improve processes and service delivery

•Participate in testing system enhancements and implementing fixes

•Track, analyze, and report on service metrics and performance indicators

•Support audit activities and corrective action planning

Education & Certifications:

•Bachelor's degree in Business Administration or a related field (or equivalent experience)

•CEBS designation (or equivalent)

•LEADS Leadership Framework certification

•Lean knowledge is considered an asset

Experience:

•Minimum 2 years' experience as a Benefit Services Officer or in a comparable role

•At least 2 years' experience leading or supervising a team

•5+ years of experience in customer service and/or the insurance or benefits industry

•Experience developing and reporting on performance metrics and quality assurance standards

Skills & Attributes:

•Strong leadership, coaching, and conflict-resolution skills

•Excellent written and verbal communication abilities

•Proven experience developing training and educational materials

•Analytical and strategic thinking with a continuous-improvement mindset

•Ability to manage competing priorities in a fast-paced environment

•High attention to detail and commitment to quality

•Proficiency in Microsoft Office (minimum typing speed of 30 wpm)

•Commitment to organizational values and service excellence

What We Offer

At 3sHealth, we value our culture of collaboration and continuous improvement, and we are honored to have been named one of Saskatchewan's Top Employers for ten consecutive years. We are an organization dedicated to employee engagement and proudly celebrate our commitment to Truth and Reconciliation, and diversity and inclusion initiatives.

3sHealth has excellent opportunities for increasing levels of responsibility, personal growth and challenge. We offer a comprehensive benefits package not limited to:

• Four (4) weeks' vacation leave upon initial hire and 12 scheduled days off (pro-rated)
• Enhanced dental and extended health plans
• Group life insurance coverage
• Flexible spending plan: employees can choose between the health spending account and the lifestyle spending account
• A robust Employee and Family Assistance Program (EFAP) that includes counselling, legal and financial services, amongst others
• Access to the Saskatchewan Health Employees' Pension Plan (SHEPP)