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Team Leader, Group Insurance - Operations Support

Req. #:  14308
Department: Customer Experience, Improvement - Support Group Insurance
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  07
Category: Customer Service/Back Office

The “Team Leader, CE Support – GI Operations Support”organizes and coordinates user support activities for the Group Insurance (GI) lines of business.

We are looking for a responsible candidate with strong leadership skills and the ability to manage, using a solid management methodology, a support team of business analysts.  The incumbent must demonstrate communication skills and focus on client satisfaction in order to develop and maintain positive and constructive interactions with users and their supervisors.  The incumbent must also demonstrate flexibility and an open-minded approach and the ability to adapt quickly to problems and unexpected changes.  They must also be detail-oriented, well organized and have good planning skills in order to effectively manage their team’s operational duties.

  • Manages all aspects of teamwork (designating duties, coaching team members, controlling and monitoring initiatives).
  • Mobilizes resources, carries out periodic performance reviews and ensures each employee on the team has a personal development and training plan.
  • Manages and coordinates all the support activities related to the use of the LOBs operational systems.
  • Manages and coordinates all the support activities related to processing electronic files received from clients in order to update their personal and financial data in our management systems.
  • Oversees the running of client reports and the delivery of letters providing personal access codes to the LOB’s protected WEB site.
  • Plans and supervises the operational tasks and special project assigned to their team, including the planning of batch cycles executed by our management systems.
  • Ensures the necessary controls are implemented in order to mitigate financial and operational risks related to using the computerized management systems.
  • Plays the role of trustee for the LOB’s systems and manages the assignment of access and user profiles for certain systems.
  • Develops and maintains the team’s action plan in the event of a catastrophe and coordinates all tests on the LOB’s systems during annual exercises.
  • Develops and carries out special mandates on occasion in order to support specific projects.
  • Constantly strives to improve support processes.
  • Ensures resources are available at all times in order to provide adequate technical support to the line of business.
  • Works closely with IT support managers with the interest of the LOB in mind. 


  • University degree in Business Administration, Actuarial Science, Finance, or Computer Science.
  • Minimum of 5 years of experience required in at least one of the following areas:
    • Customer service in group insurance
    • Team Management
    • IT Project Management
    • Actuarial
  • Excellent written and spoken communication skills (French/English).
  • Demonstrated ability to manage several priorities simultaneously.
  • Excellent knowledge of Microsoft Office tools.
  • Very good knowledge of insurance products, primarily in the area of group insurance, would be a major asset. 

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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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