Job Description

Temporary Full Time




The primary objective of this role is to monitor service levels, assign workflow tasks to various levels of the department, and support client reporting needs. This role will take appropriate action to react to staff absences and backlog situations immediately, to ensure time service objectives are met.

This role is responsible for monitoring and flagging any service constraints to management. Missed time service targets can have a significant impact on client retention. With the volume of applications and manual processes involved in medical risk assessments each day, early detection of a potential service problem is required as once the department is behind, it is very difficult to get back on target.

What you will do

Monitor intake distribution channels and sort into work types for adding new applications to workflow queues across various systems Monitor GMU Mailbox and assign email inquiries and workflow tasks daily, to available administrative staff, to ensure service and productivity targets can be achieved Escalating RUSH requests to management and/or promoting tasks to high priority work queues Daily tracking and reports to management for unassigned tasks, monitoring for potential backlogs and recommending appropriate actions (ie. overtime, support from other teams) Follow up with administrative staff when overdue tasks are flagged on reports Maintain automated workflows/coding on GMU SharePoint, ensuring business continuity Refresh spreadsheets, used for eligibility checks, to ensure accuracy and quality during pre-processing tasks Archive new application intake on GMU SharePoint regularly to ensure the system doesn't exceed data limits, thereby interrupting automated tasks/reports Monitor underwriting queues for service constraints and assign cases daily to available underwriting staff, on a first-in first-out bases, to ensure service and productivity targets can be achieved Develop new, and/or edit DocuSign questionnaires used to send to plan members to collect supplemental medical information from applicants Support customer inquiries relating to DocuSign functionality, such as email bounce backs and voids Identifies available resources, factoring in planned and unexpected absences, and balances the distribution of work tasks daily Recommends and coordinates support from other teams Manage client facing status/activity reports, ensuring completeness and timely distribution

What you will bring

Knowledge of group medical underwriting or insurance operations. Minimum 2-3 years of experience in workflow coordination, operations support, or administrative services. Proficiency in Microsoft Office Suite, especially Excel (pivot tables, formulas, reporting). Strong working knowledge of SharePoint for workflow automation, data archiving, and system maintenance. Familiarity with DocuSign, including form creation, troubleshooting, and client support. Strong analytical skills to detect service constraints, assess staffing levels and backlog situations, and recommend proactive solutions. Ability to collaborate across teams and departments with clear and professional communication skills.

The base salary for this position is between

$minimum

- $ maximum

annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.



Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.



Be your best at Canada Life- Apply today!



Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.



You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed. You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.



Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.



Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.



We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.



It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.



Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.



#LI-Hybrid