Service Relationship Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Relationship Specialist based in Canada.

Join a senior client-facing role supporting some of the largest and most complex corporate group benefits relationships across Canada.

You’ll partner with account executives, advisors, consultants, and internal specialists to deliver exceptional service and sustainable client outcomes.

The role combines strategic relationship management, complex issue resolution, client education, presentations, and business development.

You’ll advise sophisticated plan sponsors on plan design, technology, administration, reporting, and evolving benefits needs.

You’ll also play a key role in retaining existing business and supporting new business opportunities through consultative expertise and compelling presentations.

Success requires strong judgment, negotiation skills, analytical thinking, and the ability to influence stakeholders at senior levels.

This is a flexible, remote opportunity with occasional travel for client meetings, employee sessions, wellness events, and national corporate engagements.

Accountabilities

• Serve as a senior client-facing resource for large and complex corporate group benefits clients, advisors, consultants, and distribution partners.
• Support new business acquisition by participating in finalist presentations, implementation meetings, client discussions, and other market-facing activities.
• Respond to and resolve complex and escalated benefit plan inquiries, taking ownership of issues through successful resolution.
• Negotiate service escalations and advocate for outcomes that balance client needs, business objectives, service quality, and risk.
• Initiate and coordinate complex plan amendments, ensuring requirements are complete and changes are delivered accurately within required timelines.
• Understand and explain sophisticated plan structures, including complex corporate arrangements, union considerations, plan design, and cost implications.
• Collaborate with internal teams including customer experience, underwriting, implementation, plan documentation, financial services, administration, and flex benefits specialists.
• Build and maintain trusted relationships with corporate plan sponsors, advisors, consultants, and other senior stakeholders.
• Prepare, analyze, and interpret client reports and web analytics to identify trends, opportunities, and areas for improved engagement.
• Advise clients on digital experiences, tools, services, plan administration, technology solutions, and opportunities to improve member adoption.
• Provide recommendations related to plan design, service models, technology, administration, and ongoing client needs.
• Lead client meetings, business reviews, workshops, employee sessions, and administrator training, both virtually and in person.
• Educate clients and stakeholders on new products, services, legislative developments, and changes affecting their benefit plans.
• Develop presentations and client materials using available presentation and content-management tools.
• Support retention and growth strategies by identifying client needs and opportunities to introduce relevant products and services.
• Lead or support large corporate projects involving new company implementations, mergers, acquisitions, restructures, and other complex transformations.
• Act as a project manager for selected initiatives, coordinating internal partners, underwriters, and other stakeholders to achieve client outcomes.
• Maintain action logs, follow-ups, and project activities to ensure commitments are completed within agreed timelines.
• Collaborate with account executives and other service specialists while supporting the onboarding and development of newer team members through mentoring and job shadowing.

Requirements

• Extensive experience and knowledge of group benefits, including a strong understanding of group benefits products, services, administration, and client needs.
• Significant experience working with corporate clients, advisors, consultants, or other sophisticated stakeholders in the group benefits or insurance environment.
• GBA designation or active progress toward the designation is preferred.
• Strong understanding of funding arrangements, underwriting concepts, risk analysis, and financial reporting.
• Proven ability to build, strengthen, and retain complex client and consultant relationships.
• Demonstrated ability to support new business acquisition and retention through consultative selling, strategic recommendations, and persuasive presentations.
• Excellent presentation and communication skills, with the confidence to engage senior decision-makers and facilitate complex client meetings.
• Strong negotiation and influencing capabilities, particularly when managing service escalations and competing stakeholder priorities.
• Exceptional analytical and problem-solving skills, with the ability to interpret quantitative and qualitative information and turn insights into practical recommendations.
• Strong proficiency with Microsoft Office, particularly Excel and PowerPoint, as well as web analytics and reporting platforms.
• Ability to analyze client utilization and engagement data and identify opportunities for education, communication, or member adoption.
• Strong project management and organizational skills, with the ability to manage multiple sophisticated projects and tight deadlines simultaneously.
• Self-directed, proactive, and accountable, with the ability to work independently while collaborating effectively across multiple departments.
• Excellent attention to detail, information-management skills, and ability to manage high volumes of work.
• Strategic and creative mindset, with the ability to develop solutions tailored to unique corporate plan sponsor requirements.
• Strong understanding of administrative systems and flex benefits operations.
• Ability to understand and work with complex corporate structures and detailed plan amendments.
• Comfortable working with sensitive client information and applying applicable privacy, legislative, and regulatory requirements.
• Flexible and empathetic approach with strong conflict-management and stakeholder-management capabilities.
• Proficient with modern technology and comfortable adopting new digital tools and platforms.
• Valid driver’s license and access to a personal automobile.
• Willingness to travel occasionally within the region and, when required, to other Canadian provinces or the U.S.
• Availability to occasionally work outside traditional business hours to support employee sessions and specific client requirements.

Benefits

• Salary range: $70,500-$117,500 CAD, depending on location, qualifications, experience, skills, and other job-related factors.
• Performance incentives: Eligibility for incentive programs and performance-based compensation tied to individual and company results.
• Remote work: Full-time remote work arrangement in Canada, with flexible work options.
• Health coverage: Customizable benefits including medical, dental, mental health, vision, short- and long-term disability, life insurance, and accidental death and dismemberment coverage.
• Family support: Benefits and programs supporting adoption, surrogacy, and eligible non-urgent medical needs.
• Employee assistance: Programs and resources available to support employees and their families.
• Retirement savings: Access to retirement savings and pension programs, including employer contribution opportunities.
• Employee share ownership: Access to an international employee share ownership program with employer matching contributions.
• Paid time off: Paid statutory holidays, vacation, personal days, sick leave, and other legally protected leaves.
• Professional development: Learning, development, and career-growth opportunities within a global organization.
• Flexible culture: An environment focused on well-being, inclusion, collaboration, and flexible ways of working.
• Client and industry exposure: Opportunity to work with major corporate organizations, leading advisors and consultants, and complex national benefits programs.
• Meaningful impact: A role with direct influence on client retention, business growth, employee benefits experiences, and long-term customer relationships.