Call Center Manager Jobs in Alberta (NOW HIRING)

Company Overview:

Ellement Consulting Group (Ellement) is a privately-owned actuarial consulting firm established in 1996. We provide actuarial, administration, software programming, and consulting solutions for pension, benefits, and investment programs for individuals, corporations, unions, associations, and governments across Canada.

At Ellement, we empower our clients with informed choices and expert advice. Our mission centers on delivering purposeful, accessible experiences that prioritize customer obsession and operational excellence. We are committed to integrity, strategic foresight, and fostering symbiotic partnerships where challenges are met with collective brilliance and innovative solutions.

Our approach is straightforward and client-centric, ensuring that every interaction is clear, helpful, and devoid of unnecessary jargon. Confident and authentic, we strive to be more than consultants—we are reliable partners in our clients' success.

Position Summary:

Senior Account Management role is responsible for overseeing the comprehensive management and strategic direction of consulting and administration services in the areas of Pensions and Benefits. Reporting directly to the Partner, Consultant, this position is pivotal in managing client relationships, and ensuring the delivery of high-quality administration services. This role requires a seasoned leader with a deep understanding of industry regulations, client management, and service delivery, capable of steering the company towards continuous growth and operational excellence.

Key Responsibilities:

Pension and Benefits

• Develop and maintains excellent relationships with clients, through regular contact
• Develop new business with existing clients and obtain new business with prospective clients
• Act as a resource or Subject Matter Expert (SME) to Pension and Benefits practices

Pension

• Consultant will be responsible for managing the defined benefits (DB) and defined contributions (DC) administration activities for various clients and play a major role in managing client relationships
• Client Relationship management: build and maintain excellent relations with client contacts,
• Coordinate full spectrum of DB/DC Admin related services including web tools and call center services
• Review annual statements for compliance and consult with client

Benefits

• Maintain comprehensive knowledge of carrier products and networks
• Actively involved with clients to develop additional business and assist with renewals
• Ensure timely and accurate renewal of annual group insurance renewals and manages the renewal process and initiates renewal meetings and presentation of marketing materials
• Complete and submits applications for new policies and manage the client transition

Other:

• Manage Service Agreements by ensuring they are reviewed regularly and that all fee adjustments and renewals are prepared in a timely manner
• Act as a mentor, supporting growth and development of other team members
• Conduct client/member presentation sessions

Board Administrator

• Orientate new clients & maintain the governance binders
• Attend meetings and take and prepare minutes of meetings and distribute
• Compile and present problems arising from the administration of the Plan
• Implement any policies or procedures adopted by the client and relate decisions of the client to service providers, as required
• Contribute to the team effort by completing other tasks or projects as assigned
• Any other duties needed to help drive our Vision, fulfill our Mission and abide by our Organization’s Values

Qualifications and Attributes:

• Bachelor’s degree in Business Administration, Finance, or a related field; or relevant advanced certifications (e.g., CEBS) preferred.
• Minimum of 5 years of experience in an account management role within a consulting, Insurance company or Third Party Administrative firm, with experience in Pensions and, Benefits.
• Proven track record of successful client relationship management and business development.
• Demonstrated ability to lead and manage large teams and complex projects.
• Excellent communication and interpersonal skills, capable of engaging effectively with clients, team members, and senior executives.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Proficiency in using technology to improve business processes and client service delivery.
• Highly ethical with a commitment to professional integrity.
• Proactive, results-driven, and able to thrive in a dynamic environment.
• Strong commitment to fostering a culture of continuous learning and development within the team.
• Successful completion of a cleared criminal background check is required.