Benefits Services Manager (4977)

Job Posting

Benefits Services Manager
Organization:  Alberta Urban Municipalities Association (AUMA)
Province:  Alberta
Location:  Edmonton

This position plays a key role through the management of a team of professionals representing the Alberta Municipal Service Corporation’s (AMSC) Benefits Department delivering benefits services to AMSC members.

Skills and Attributes

  • Highly motivated and detail oriented professional team player with a positive, mature attitude always looking to learn and grow.
  • Intermediate level experience in Microsoft Word, Excel and PowerPoint, and in working with computer-based customer data files and records.
  • Willing to use all available resources to complete tasks effectively and efficiently.
  • The ability to function independently with minimal supervision, assume initiative, comply with deadlines, and to work concurrently on a variety of tasks.
  • Excellent business communication, writing, presentation and interpersonal skills as well as an expertise with managing others, along with client focus skills in a fast-paced environment who thrives under pressure.
  • Excellent leadership skills organizational skills with strong attention to detail, follow-up and problem resolution
  • Adaptable and open to change.
  • Superior ethics.
  • Committed to excellence, innovation and continuous improvement in the workplace and encourages others to achieve personal excellence.

Job Duties and Responsibilities

This position is to ensure the quality of service provided to participants and potential participants is of the highest degree. This will be accomplished through ensuring the Benefits Services Consultants are equipped to carry out their duties unimpeded by systems issues, provider response times or lack of appropriate tools/equipment and that projects and deadlines are realistically set.

This position will:

  • Oversee the day to day management and mentoring of the team to ensure customer service excellence is maintained.
  • Lead the Benefits Services Consultants in the client engagement strategy by engaging with customers on a regular basis to deliver experience reporting as required, regular communication, engaging in regular direct contact with the members to build and maintain a proactive relationship management model.
  • Provide training to Benefits Services Consultant on practices and procedures and to enable them to use the different software programs in order to successful perform their role.
  • Ensure the team has sufficient support to be able to develop and maintain effective ongoing relationships with benefits program participants.
  • Responsible for supporting the Director of Benefit Services in the quoting process and delivery.
  • Oversee the development and maintenance of procedures manuals and user guides to ensure all team members are working cohesively and consistently. Ensuring all training materials are relevant and up to date.
  • Ensure a successful timely annual renewal process.
  • Assist in the planning of the annual plan administrator sessions and advisory group meetings by leading the delivery of the content.
  • Coordinate and run team meetings on a regular basis to keep the team informed and provide an opportunity to promote a positive team environment.
  • Support Director of Benefit Services with the annual wage and compensation survey.
  • Responsible for the records management and filing of all information in the Benefits department.
  • Administers all transactions for the AUMA staff benefits program and responsible for generating the invoice to Payroll.
  • Responsible for all aspects of the Group Accident Insurance Renewal (VFIS).
  • Ensure a suitable succession plan in place and review on a regular basis.
  • Maintain effective customer focused working relationships with other providers of products and services related to effective delivery of the benefits program.
  • Maintain a direct ongoing interface with those delivering claims services in support of an efficient and effective claims management process, with particular attention to ensuring exchange of information as needed to facilitate effective claims management.
  • Have extensive knowledge of policy contracts and the ability to interpret contract wording.
  • Participate in the information management and reporting processes needed to ensure the fiscal integrity of the benefits
  • Create and manage a comprehensive and accurate reporting system that ensures the Director, Benefits Services and Senior Director of Pensions and Benefits and Executive are kept fully informed of all financial dimensions of benefits service delivery.
  • Provide monthly remittance reports to providers and ensure remittance is received in a timely manner.
  • Ensure all relevant external agencies receive the information required, in a format within timeframes acceptable including any reconciliation or validation of data.
  • Provide finance with relevant monthly reports within timeframes acceptable to them.
  • Manage Sharepoint and website to ensure it is functional and up to date.
  • Provide all financial and participant information relevant to continued support of the annual renewal of the service offering
  • Participate in the annual renewal process and provide sound recommendations for rate and coverage adjustments.
  • Oversee all large implementation projects and marketing strategies.
  • Meet regularly with the Director, Benefits Services and Benefits Services Consultants to discuss operations and work with them to make improvements in process and procedures.

Other responsibilities include:

  • Support development and implementation of an overall marketing strategy for the benefits program, including direct participation in high profile events like the AUMA annual convention and related workshops.
  • Develop and validate all communications to members.
  • Ensure challenges and opportunities regarding service delivery processes with an emphasis on claims management and member needs are identified, assessed and made known to the Director, Benefits Services.
  • Help ensure that service levels identified through the various strategic and business plans are achieved.
  • Provide high level information for ongoing development and maintenance, directly or through a third party service provider, of the confidential and flexible information systems needed to support all aspects of the benefits program.
  • With the assistance of the Management team, develop and maintain a satisfaction survey to allow participants to comment on services received.

Work Conditions

  • Travel is occasionally required


  • Post-Secondary Degree or Diploma in Business Administration
  • Training in employee benefits programs from an administrative perspective
  • Group Benefits Associate (GBA) Designation would be an asset
  • Harmonized Life License Qualification Program (HLLQP) (must be obtained within 6 months of employment)


  • 5 years direct, significant experience in the customer interface portion of delivery of employee benefits and related services.
  • 5 years direct management/supervisory experience
  • Experience in a multi-employer or association benefits plan environment would be an asset.
  • The ability to interact with plan administrators to identify their concerns and needs in respect to employee benefits and related services.
  • The ability to develop sound relationships with staff, plan members, key partners and service providers and provide sound advice on emerging issues.
  • Strong knowledge of products customarily included in group benefits program, such a basic group life, health, dental and disability insurance with the ability to interpret policy contract wording.