Company: Telus
Location: Toronto, ON
Expected salary: $92000 – 138000 per year
Job date: Wed, 18 Jun 2025 22:23:21 GMT
Job description: DescriptionAs the Manager – Client Service Management you are responsible for leading a team of business analysts and technical analysts to achieve a high level of performance and delivering operational excellence and support for major, complex clients utilizing TELUS’ Pharmacy Management Solutions (primarily Kroll).In this fast paced role, this individual will be responsible for capacity planning, risk management, and management of interdependencies and key processes like problem management and change management. You will have an opportunity to work on highly visible programs interacting with stakeholders from every level and area of TELUS and day to day interaction with our customers.Responsibilities
- Manage client satisfaction and likelihood to recommend targets. Ensure that service level agreements and key performance indicators as contracted are met or exceeded
- Regularly interface with clients at mid management and executive levels as part of the overall governance process
- Maintain a positive client relationship while dealing with critical issues which have a direct operational, financial or reputational impact on our client’s business
- Accountable for employee development, mentoring, Performance Management, and Career development. Provide day to day coaching, direction and leadership including real time capacity management, escalation resolution and response
- Implement and track appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
- Ensure high employee satisfaction levels in participation, engagement, and recognition as measured in pulsecheck and Officevibe surveys
- Participate as a subject matter expert and a key implementation role for those client service initiatives that impact the client service management function. Serve as the primary change manager for new processes, roles and product releases for business operations including creation of required documentation and training front line team members, identifying impacts to the business, creating and executing mitigation strategies and appropriate work force planning
- Work with internal operations teams to resolve chronic problems that are negatively impacting clients. Proactively engage with customers to identify opportunities for improvement as it relates to business operations
- Execute program plans (quality, risk, communication, staffing etc) to align the program outcomes with stakeholder expectations and standards, including for product releases and legislative or market changes
QualificationsKnowledge, Skills, Abilities
- Sound knowledge of the major functions of providing exceptional client care, including, service provisioning, technical support and complaint management
- Proven capability to work in multi-function teams to resolve problems
- Strong leadership with effective people management, influencing and communication skills to drive employee engagement and achieve desired results
- Demonstrated client relationship management combined with client facing skills
- Strong understanding of the end to end Kroll/pharmacy operational processes of major/large business clients.
- Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers
- Ability to develop and execute operational readiness plans including risk assessment, mitigation planning, documentation creation and team training as it relates to product releases, and legislative/market changes
Education/Experience
- 5+ years of experience with Kroll
- 3+ years of experience in the pharmacy industry (chains, banners, independent associations)
- 3+ years of experience in management, preferably client service management or business operations management
- University or other post secondary education, preferably in people management and client-facing roles
As the Manager – Client Service Management you are responsible for leading a team of business analysts and technical analysts to achieve a high level of performance and delivering operational excellence and support for major, complex clients utilizing TELUS’ Pharmacy Management Solutions (primarily Kroll).In this fast paced role, this individual will be responsible for capacity planning, risk management, and management of interdependencies and key processes like problem management and change management. You will have an opportunity to work on highly visible programs interacting with stakeholders from every level and area of TELUS and day to day interaction with our customers.Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position’s main responsibilities given its national scope.By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.Salary Range: $92,000-$138,000Performance Bonus or Sales Incentive Plan: $0Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:
- Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more …
Please note that the compensation shown in the job posting may be subject to change in 2025.A bit about usWe’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.HealthWe’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.We are honoured to be recognized21,166
Physicians using TELUS Health electronic medical records6,300
Pharmacies using our pharmacy solutions140 million+
Health claims processed using TELUS Health solutionsAccessibilityTELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Job Summary: Manager – Client Service Management
Role Overview:
The Manager – Client Service Management is responsible for leading a team of business and technical analysts to deliver operational excellence for TELUS’ Pharmacy Management Solutions, specifically Kroll. This fast-paced position involves capacity planning, risk management, and oversight of processes such as problem and change management.
Key Responsibilities:
- Ensure client satisfaction and meet/exceed service level agreements and performance indicators.
- Regularly engage with clients at various management levels to maintain positive relationships, especially during critical issues.
- Mentor and develop team members, manage performance, and ensure employee satisfaction.
- Implement performance objectives to enhance team and customer satisfaction.
- Act as a subject matter expert for client service initiatives and manage changes in processes and products.
- Collaborate with internal teams to address chronic issues affecting clients.
- Execute program plans aligning with stakeholders’ expectations and respond to market changes.
Qualifications:
- 5+ years of experience with Kroll and 3+ years in pharmacy operations or management.
- Strong understanding of client relationship management and pharmacy operational processes.
- Proven leadership skills with effective communication and problem-solving abilities.
- Capacity to work independently and collaboratively.
Education:
- Relevant university education or post-secondary experience in management or client-facing roles.
Additional Information:
- Strong English proficiency is required for interactions with clients and internal stakeholders.
- Competitive salary range of $92,000-$138,000 and additional benefits including vacation, flexible working options, and development opportunities.
- TELUS is committed to diversity and supports fair employment practices. Vaccination for COVID-19 is required for roles at health centers.
Company Overview:
TELUS Health is a leading IT provider in Canada’s health sector, focused on improving healthcare information systems. The company’s culture emphasizes innovation, teamwork, and community support, aiming to create positive outcomes in a digital health landscape.
