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Customer Relationship Manager, Group Insurance

Req. #:  14247
Department: Group Insurance, Customer Relationships & Business DevelopmentSupport
Location: Calgary, AB CA
Job Status: Permanent Full-time
Grade:  06
Category: Sales

The Customer Relationship Manager is responsible to meet sales office and divisional objectives for customer satisfaction and retention of profitable Group Life & Health business by: Proactively building and maintaining relationships with customers. Conducting proactive meetings with existing customers. Effectively managing the relationship with the customer during the implementation of new business.

  • With the sales team actively participate in sales process :prospects meetings, participate in delivering finalist presentations, work with sales representative during the negotiation process.
  • Proactively service all existing customers: responsible for their retention.
  • Develop and maintain positive relationship with customers: contact them on a regular basis and ensure they are satisfied with our services (maintain and use of the Service Protocol).
  • Establish customer relationship during the implementation of new business cases.
  • Coordinate the flow of information between Standard Life and plan administrator during the implementation of new business cases.
  • Train plan administrator on Standard Life administration procedures.
  • Support the sales process by efficiently and accurately providing information to customers and intermediaries on Standard Life products and services.
  • Participate in the development of regional and national service strategies.
  • Record client feedback for cases serviced through service tracking.
  • Act as liaison between the sales office, intermediaries and Head Office to achieve Customer Satisfaction (TCS).
  • Establish a protocol, as required, for large, complex cases assigned and coordinate it with internal departments to ensure smooth servicing and high customer satisfaction.


  • University degree in Business Administration.  
  • CEBS/GBA designation will be an asset.
  • At least 5 years experience in group life and health administration/servicing.
  • Industry knowledge (knowledge of markets, health care system).
  • Excellent systems knowledge (Microsoft Office, Internet).

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The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.

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