Supervisor, Client Services

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Supervisor, Client Services

Job Information
Author pmnationtalk
Date July 29, 2021
Type Full Time
Company Express Scripts Canada
Location Mississauga, ON Montreal, QC
Category Customer Service
Client Express Scripts Canada
Contact Information
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The Supervisor of Client Services is responsible for the day-to-day leadership for a team of Client Benefit Analysts & Client Support Specialists located in both Mississauga and Montreal.  The Supervisor will work in close collaboration with the Manager in aligning and streamlining individual activities towards a common vision.

The Supervisor position has ownership for managing performance, workflow management in collaboration with the management team, departmental priorities and client service delivery.

The Supervisor will serve as main point of contact for the team in coordinating work assignments, training and process improvement.


Leadership –

  • Lead and develop a highly performing team of Client Benefit Analysts by establishing clear objectives and team accountability expectations
  • Challenge the team with purpose leveraging everyone’s strengths
  •  Identify opportunities for improvement and guide team members in achieving their business and personal goals
  • Conduct regular performance reviews, day-to-day coaching and one-on-one meetings
  • Recognize expertise, potential and accomplishments
  • Foster team collaboration by promoting shared goals, joint efforts and positive relationships
  • Manage and lead change

Workflow Management –

  • Oversee workload management and priorities ensuring support for client initiatives
  • Ensure that all contractual, service quality and service level agreements (SLAs) are achieved
  • Support Projects & initiatives that involve team resourcing
  • Ensure training & process documentation are aligned with service needs.
  • Manage administrative tasks (i.e. coordinate staff shifts, vacations, payroll duties, etc)

Support of core service delivery

  • Partner with internal functional operation areas and assist with providing input related to new product development, identification & resolution of operational issues.
  • Handle escalations for high priority items to ensure departmental deliverables are met
  • Advocate for Agile principles within team

Other Tasks:

  • Ownership of applicable business processes and handling of special projects as assigned


  • Post secondary education
  • 3-5 years of leadership/supervisory experience  in a Customer Services environment
  • Knowledge of the PBM or healthcare industry;
  • Established leadership abilities, welcoming open communication
  • Able to build trusting relationships
  • Displays an enthusiastic and optimistic approach to the possibilities
  • Ability to motivate and influence employees
  • Handle employee relations issues and create a culture that supports high employee morale.
  • Embodies a passion for excellence, instilling shared values for team success
  • Demonstrated focus on quality customer service;
  • Demonstrated ability to meet multiple deadlines in a fast pace work environment
  • Excellent organizational and multi-tasking skills;
  • Excellent verbal and written communication skills
  • Must be proficient in Microsoft Office (Excel, Word, Outlook)

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada’s leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: [email protected] Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

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