Operations Manager, GSI Billing Operations

Job Summary

Job Description

What is the opportunity?

As the Operations Manager, GSI Billing Operations, you will oversee, support and lead the team in daily activities, as well as implement business strategy as directed. You will provide day to day management of the GSI Ingenium team, handle escalated issues and provide business support and business process expertise.

What will you do?

• Provide leadership for team members and team leader, including biweekly coaching while managing the daily operations of the GSI Ingenium team
• Oversee the daily incoming GSI work assignment and completion, including monitoring SLA, Quality and Productivity for the team
• Oversee and support training of new staff throughout the onboarding process
• Ensure the creation and periodic review of any standard operating procedures (SOPs) or job aids as required
• Develop presentations and attend Sales/Client calls concerning GSI standalone billing
• Build relationships with Sales and Underwriting partners
• Responsible for operational service results and continuous improvements in operating efficiencies
• Manage escalations for the GSI business and handle client complaints from PAs, TPAs, Advisors, internal partners, and Suppliers and/or other key stakeholders.
• Collaborate with functional partners to provide input and recommendations for process improvements
• Development of team members and helping them to develop skills and building knowledge both in their role and in preparation for future career opportunities

What do you need to succeed?

Must-have

• 5 years of insurance experience in a high volume customer service environment
• Experience in leading a team and motivating others
• Excellent time management, organizational skills and the ability to manage workload to meet deadlines
• Excellent communication skills (written & verbal)
• Strong attention to detail

Nice-to-have

• Bilingual (English / French) is an asset
• Strong working knowledge of our administrative systems including Ingenium

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans
• Competitive pay and high-earning potential
• All the tools, training, and team support you need to grow your business and career
• Flexible work/life balance options
• Sophisticated RBCI software tools to boost your productivity and grow your business

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product Services, Time Management

Additional Job Details

Address: MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City: MISSISSAUGA

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: INSURANCE

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-04-02

Application Deadline: 2025-04-16

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.