Manager, Client Services Administration

Project Management - BA
Health insurance group
Client Administration Oversight
Monitoring, Reporting & Projects
March 13, 2018
Updated on
April 25, 2018
Valid until

The Manager, Client Services Administration has overall responsibility for managing and directing all staff and activities within the Special Markets Solutions Client Services Administration team.

Company Overview

iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term.

With operations across Canada and in the United States, iA Financial Group and its over 5,000 employees work hard every day to offer the best service to over four million clients.


Reporting to the Director, Administration & Systems, the Manager, Client Services Administration has overall responsibility for managing and directing all staff and activities within the Special Markets Solutions Client Services Administration team (20+ staff including Experts, Seniors, Administrator, Administration Coordinators and a Business Analyst). The incumbent must work closely with other Special Markets Solutions HQ teams and Regional Office teams to ensure all our group business is administered in an accurate, effective, and client-centric manner throughout the lifecycle of a policy. This includes application processing, maintenance of client records, and managing campaign activities. The Manager must develop team and departmental processes to maximize efficiency and ensure team provides a consistently high level of service and support to our clients, group policyholders, sales staff and brokers in order to meet Special Markets Solutions’ goals.

The key areas of responsibilities are:


The Manager is responsible for supervising, training, supporting and coordinating the daily workflow of staff on the Administration teams (20-25 staff members). The Administration team serves as the central point for handling all requests from clients, sales staff, brokers and group policyholders. The Manager takes the lead and involves Contracts, Marketing, Call Centre, Systems, Financial, Actuarial, Claims and Underwriting teams as required to complete the projects and work items in a timely manner.

The Manager will delegate, coordinate and supervise all team responsibilities, ensuring accurate, efficient handling of all tasks within the required deadlines. They will monitor and adjust the workflow of the team, assessing priorities and workload to ensure that sufficient resources are available, and administration service levels and commitments are met on a consistent basis. The Manager will conduct regular meetings with staff to review workload and task specific issues, and provide guidance as required to address problems. They will conduct staff performance appraisals and set objectives to develop staff and provide training as required. The Manager must provide training, development, and growth opportunities for staff members on a regular basis. In addition to the team, the Manager is responsible for training team members about new products, revisions to existing products and how that will affect the team’s processes.

Client Administration Oversight

The Manager is responsible for the day-to-day oversight of the Client Services Administration team as well as long-term planning to meet the everchanging and complex needs of the Special Markets Solutions division. The Manager is aware of all new and existing groups and works with the Administration Experts & Senior Client Service Administrators to establish processes and procedures that will support our clients. They will be responsible for ensuring quality and timely administration service levels are provided to all our clients. They work primarily with highly complex group insurance plans which 90% to 95% are non-standard and require customization. The team is expected to provide a high level of Quality/Accuracy as poor quality of work will have a direct impact to our clients and our reputational and regulatory risk. For complex issues and customer complaints, the Manager will liaise with Account Executives, Claims, Underwriting, and Legal as required.

For unresolved and complex problems, the Manager reviews team processes to identify continuous improvement activities and implement changes in collaboration with other teams, following the LEAN philosophy and methodology. They will leverage the continuous improvement team to host Kaizens, A3s and conduct daily DMS with the team. For business continuity and disaster recovery, the Manager will serve as the first line of support for the Special Markets Solutions’ Client Services Administration team.

The Manager determines the team’s strategies by leveraging technology, improving productivity, quality, and administration service levels. They will develop, document and maintain administration procedures for training purposes. The Manager will be responsible for identifying and resolving complex front-line problems quickly and effectively.

Monitoring, Reporting & Projects

The Manager is responsible for monitoring and reporting statistics including but not limited to: resource allocation (English & French), application processing turnaround times, fulfillment turnaround times, printing costs, etc. They will prepare and monitor the Client Services Administration team’s performance by collecting, analyzing, and summarizing data/trends and presenting this to the Director and management as required. They will be required to take the lead with the planning and implementation of large client-focused projects such as MyClientSpace.

The Manager is responsible for mapping all the processes for the team and ensuring they are compliant with regulations governing our business. The processes must be entered, updated, and maintained on the EPC system by the Manager and the Administration Experts. The Manager must put in an action plan where appropriate to reduce any risks related to the team’s processes. They are responsible for signing off on the quarterly audits of the team’s processes.

The Manager must take on other strategic and ad-hoc projects as required on behalf of the management team. This includes but is not limited to the review of marketing material from an administration perspective, global changes that affect multiple teams within Special Markets Solutions, attending iA and external conferences, and assisting the Director with strategic planning.


Bachelors degree in Business Administration or equivalent

FLMI and/or CEBS

10 years experience in group insurance operations with 5+ years in a supervisory and/or management role

A servant leader with excellent communication, problem solving and decision making skills.

Knowledge of Solutions administration procedures and systems, group insurance terminology and products.

Thrives under pressure with the ability to work in a fast-paced, market-driven environment, juggling multiple initiatives, re-establishing priorities on a continuous basis.

Excellent team building, coaching, and personnel management skills.

Strong business and change management acumen.

Strong analytical and interpretive skills to recognize and comprehend complex issues, policies, legal and regulatory requirements.

Strong ability to prioritize activities and excellent time management and organizational skills.

Highly developed facilitation and negotiation skills, including an ability to foster strong relationships with and manage internal and external clients.

Experience and proven track record relating to process development and implementation.

Proficiency with MS Suite of products.

Bilingual (English/French) an asset.