Director, Client Success (Benefits & Retirement Consulting)

A unique opportunity to join our team in delivering extraordinary value and impactful services to some of the fastest growing and well established organizations in Canada. We work with startups, scaleups and screwups by bringing deep domain expertise in Compensation, Benefits and Retirement – Total Rewards is our thing.

As a Benefits & Retirement expert, you will help our clients redefine and transform their programs, and will be versatile in scope of responsibilities spanning multiple areas of progressive accountabilities – we’re looking for someone with a ‘roll up the sleeves and get substantive work done’ mentality.

What you do

• Provide hands-on expertise in the design, implementation, and administration of clients’ group benefits and retirement plans including:
• - Oversee the day-to-day service, administration, ensuring client satisfaction, efficiency and compliance.
• - Lead the implementation of new plans and changes: from master application, coverage requirements mapping, coordinating with clients, carriers and TPAs, to client acceptance testing and go-live.
• - Support in managing retirement & savings program committees, compliance/governance review and conduct individual counselling sessions.
• Manage and provide support on maintaining client documents, contracts, billing reconciliation, communications and member data to ensure alignment with client expectations and legal requirements.
• Possess and leverage deep expert knowledge on TPA or insurance carriers’ operations, plan administration, service levels, contracts, outsourcing operations, HRIS/Payroll technologies and interfaces - to be able to effectively and efficiently support client activities and provide expert advice.
• Develop and maintain personal and working relationships with key stakeholders and facilitate the sharing of advice and information relevant to the client.
• Project manage ongoing and ad-hoc deliverables focusing on client success by delivering measurable and impactful results that are on time and on budget.
• Keep abreast of industry trends, best practices, and legislative changes impacting group benefits and retirement in Canada. Use this knowledge to develop new service offerings and value propositions.

What we offer

• Work anywhere you like – not hybrid, no office, we’re 100% remote.
• Proprietary tools and best technology to support your digital first and remote work.
• Immediate benefits coverage, including health care spending account, wellness account, virtual healthcare and mental well-being programs, giving you peace of mind from day 1.
• Unlimited vacation.
• No corporate red tape, no hierarchy, no non-sense – purely focusing on meaningful client work and your professional development.

What you bring

Must haves:

• Minimum 10 years of client facing experience in benefits and/or pension, ideally gained from consulting firm, TPA or insurance carrier.
• Hands-on expertise in flex benefit plans and/or pension plan administration, design, implementation and HRIS/Payroll integration files.
• Well-versed in benefits and/or pension plan legislative and taxation requirements.
• Bachelor’s Degree in Statistics/Finance/Mathematics/Economics/HR
• Life & A&S Insurance Agent Licence, or prepared to obtain in due course.
• Expert-level experience in Excel and PowerPoint—with a creative mindset and well-versed in handling complex models, formulas and datasets.
• A passion to deliver superior client service, work product, extremely well organized and detailed oriented.
• Ability to deliver measurable value and to impress clients to be testimonial ready.
• Constantly challenging status quo with a strong desire to make things better by going above and beyond, biased for action and thrive at a fast-paced entrepreneurial environment.