Team Manager, Plan Administration

Team Manager, Plan Administration (Permanent, Full-time) Location: Edmonton, AB Overview: This position supports a variety of service and operational related activities for ARTA. This role's duties include continuous review and implementation of best practices for administration of the ARTA Benefit Plans. This position reports to the ARTA Director, Plan Administration and will also lead the operational support of the association to ensure the growing ARTA demographic continues to receive excellent service and administration. In addition, the Team Manager, Member Services may engage and provide expertise to the Chief Executive Officer (CEO), Chief Operating Officer (COO), Management and ARTA staff, as required. Life at ARTA: The Alberta Retired Teachers’ Association (ARTA) is a vibrant organization made up of over 32,000 retired educators and like-minded professionals and is served by an equally engaged team of staff. Created by teachers, we are an Alberta-based not-for-profit linked by a common purpose – to ensure a healthy, active, engaged, and vibrant lifestyle for our members in their retirement. Our culture encourages our members and our employees to live an enhanced quality of life. As a Canadian Nonprofit Employer of Choice, office perks include a staff wellness program, generous time off, and professional learning opportunities. This culminates in a workplace where we can thrive together. A rapidly growing organization, ARTA provides an environment where individual contribution is expected and teamwork is encouraged, and where our core values are of the utmost importance. If you have a strong passion for making a difference in people’s lives, are a creative team player, and enjoy building strong relationships with those around you, then we invite you to apply to join our exciting organization. What you will do:

• Provide day to day leadership, supervision, and performance management within the Member Services team, and provide regular coaching and mentoring to employees, ensuring they receive timely feedback to maximize their performance.
• Conduct performance reviews in accordance with ARTA’s performance review process, in conjunction with the Director, Plan Administration.
• Continually investigate new administration processes, provide input to improve existing administration processes, and monitor benefits administration activities.
• Continue to develop detailed knowledge about the ARTA Benefit Plans and liaise with ARTA's claims adjudicator.
• Work with the Director, Plan Administration to manage appraisal of system and administration performance, identifying areas for increased efficiencies.
• Provide regular training, coaching and mentoring to new and existing employees, ensuring they receive timely feedback to maximize their performance.
• Conduct quality assurance reviews to inform performance management.
• Assist in Member Services Administrators' performance reviews in accordance with ARTA's performance review process, as requested.
• Support ongoing administration activities as backup to the Member Services Administrators, such as account maintenance providing new member information to ARTA applicants, following up on incomplete or inaccurate membership applications, and providing scholarship information and application forms to members.
• Provide ongoing training and feedback to team members regarding organizational policies, team processes and safety protocols.
• Encourage staff professional development, goal setting and career progression, and identify relevant opportunities.
• Respond to questions and address escalated issues from members regarding ARTA benefit product offering.
• Become the expert resource user for the ARTA benefits and membership administration system.
• Assist with scheduling of Member Services staff to ensure sufficient resources are available to perform duties.
• Reconcile membership database with our claims adjudicator records by working with their staff.
• Communicate professionally with all ARTA members, reply to voicemails and emails promptly.
• Remain current about other similar organizations with respect to their member services and product offerings, and recommend best practices, relevant ideas and opportunities that could benefit ARTA.
• Attend functions requiring ARTA's participation as required.
• Contribute to ARTA team by performing other duties as assigned by the CEO or the COO.

• A relevant post-secondary degree and 7 or more years of applicable benefits administration experience.
• 5 to 7 years of demonstrated experience managing teams in a benefits plan environment.
• A Group Benefits Associate (GBA) or Certified Employee Benefits Specialist (CEBS) designation, or progress in working toward such a designation.
• Working with retiree populations would be an asset.
• Aptitude and enthusiasm for building positive relationships in a member support environment.
• Ability to utilize objective and valid information from a variety of sources to make informed decisions, understand the potential impacts, and keep all relevant parties informed.
• Strong communication skills - both written and verbal - to ensure stakeholder needs are understood.
• A passion for customer service.
• Experience in managing a diverse workforce
• Computer literacy and a demonstrated ability to troubleshoot and fix related problems would be considered an asset.