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Small Business Solutions Coordinator

Req. #:  14810
Department: Small Business Operations
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  06
Category: Customer Service/Back Office

The Coordinator, Small Business Solutions works within the Group Implementation, Small Business Solutions team. He/she coordinates the operational activities of the team that is responsible for the output of policies, riders and booklets, for the integration of contractual and administrative data into the different administrative and claims systems, for the sales servicing aspect to plan administrators and intermediaries and for the update of members’ details. These functions are performed in accordance with the quality and compliance standards and turnaround times, ensuring total customer satisfaction and our customer-centric vision.

  • Coordinate and distribute the operational activities of the team in order to meet productivity, quality and compliance standards, within established turnaround times. This includes the management of the shared mailbox and preparation of files (new business and amendments) to be distributed within the team.
  • Provide coaching and support to the team members to allow them to respond to more complex requests and to reach their objectives and results.
  • Identify and coordinate training needs with the assistance of the Coach.
  • Participate in the development of our analysts’ skills  and provide feedback to the Team Leader for performance review purposes.
  • Assist in designing, developing and improving work tools (systems); participate in the continuous process review within the Customer Services team and document procedures and related tools.
  • Share knowledge with internal and external partners/advisors on matters that come within his/her sphere of competence regarding policies, practices, processes and tools.
  • Participate in special projects.
  • Collaborate with the Team Leader in order to identify obstacles that prevent service levels and exceptional client experiences from being achieved and recommend solutions.
  • Analyze service issues generated by our external providers and identify and implement creative action plans in order to ensure customer satisfaction.
  • Promote team spirit and a positive attitude focused on customer service and the Total Customer Satisfaction philosophy.
  • Identify, implement and maintain controls to mitigate financial and operational risks. Ensure compliance with regulatory requirements and internal policies.


  • Bachelor's degree in Business Administration or a related field, or college diploma in Administration.
  • Three to five years’ experience in group insurance administration or equivalent experience.
  • Complementary course such as HIAA, LOMA, ICA or CEBS, an asset.
  • Bilingual (English and French, written and spoken).
  • Knowledge of Group Life and Health products.
  • Excellent knowledge of Group Life and Health policies, practices and processes.
  • Knowledge of CLHIA regulations and the jurisdiction relating to the department activities.
  • Knowledge of the Microsoft Office suite.
  • In-depth knowledge of the Total Customer Satisfaction philosophy.
  • Knowledge of the Control Self-Assessment (CSA), Audit and Compliance processes.
  • In-depth knowledge of the Mosaic (MERLIN and MOZARD) system, the administration (COMPASS) and claims (Inclaims and DCM) systems, and the VIP Room applications.
  • Knowledge of Standard Life contracts, products, policies and procedures.
  • Excellent knowledge of providers’ systems (Drug Card) and procedures.

Standard Life Canada is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process please let us know. 

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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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