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Manager - Client Service Management - TELUS Health

Reference ID: HEA03644-18

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Ontario, ON
Job Type icon
Full Time
Job Category icon
Health Care

TELUS Health is looking for a vibrant, innovative Manager of Client Service Management to join our Pharmacy Solutions - Client Services team.

The selected candidate will be responsible to manage our Client Service Management (CSM) team who support key clients using a suite of TELUS products under our Pharmacy Management System. Our CSM team are responsible for the overall satisfaction level and likelihood to recommend for a portfolio of major complex clients, managed by client service management professionals. Our successful candidate will be responsible to manage a suite of TELUS services, including the support of all key processes like incident management, problem management, change management, configuration management, while recognizing and nurturing opportunities for new and/or additional business. Further responsibilities include the delivery of continuous business improvement initiatives within the broader client service management team as they lead the implementation of process and organizational changes.

What YOU Get to Do:
    •Manage the overall client satisfaction and likelihood to recommend targets - across client base •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 •Accountable for employee development, mentoring, performance management and career development •Maintain a positive client relationship while dealing with critical issues which can have a direct financial impact on our client's business operations •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 and roles within the client service management community •Work with internal operations teams to resolve chronic problems that can negatively impact clients •Participate in corporate programs, serving as a representative for client service management functions


You're the missing piece of our puzzle
    •1-3 years' equivalent experience as a Manager of Client Services •Post-secondary degree/diploma •Demonstrated client relationship management combined with client facing skills •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 •Advanced oral and written communication and presentation skills •Organizational and time management skills

    •Knowledge of the pharmacy and/or health industry •Good understanding of Kroll pharmacy application •Passion to improve health care in Canada

Where WE Are Looking:

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

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.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel 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.


Posted: August 20, 2018
Closes: September 17, 2018
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...