Manager Client Experience & Reconciliation
-
Full-time, permanent position
-
Hybrid working environment, easily accessible downtown Toronto location
-
Competitive salary package with benefits package that includes DB Pension Plan and Health Care Expense Account
-
Must have experience reconciling accounts and handling customer escalations
Most organizations lack a social purpose that would make their work meaningful. However, when you find an organization that combines purpose with the level of impact and commitment to see it through, that’s something special.
We’re Raise, and we’ve joined forces with our client Accerta Services Inc., who are looking to hire a full-time, permanent Business Systems Product Lead.
They are a B Corp certified social enterprise enabling healthcare equality for all. As a social enterprise, they manage dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Their targeted experience and innovative technology provide cost savings, reliable service, process continuity, and accurate, insightful data that enables governments to make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.
As the new Manager Client Experience & Reconciliation, you will support the effective handling of escalations and reconciliation activities across multiple Accerta programs. This role combines operational oversight with direct engagement, working closely with clients, families, and service providers to understand concerns, communicate updates, and guide timely resolution. The Manager oversees the intake, triage, investigation, and documentation of complex issues while ensuring that reconciliations of funding allocations, claims, disbursements, and reimbursements are accurate and aligned with internal systems and reporting requirements. Operating in a high‑volume, detail‑oriented environment, the Manager helps maintain strong internal controls, supports audit readiness, and contributes to transparent, reliable processes that uphold Accerta’s service and compliance standards.
Accountabilities:
- Lead, develop, and manage a team, overseeing hiring, onboarding, coaching, workload management, and performance management to ensure consistent, timely, and high‑quality outcomes.
- Engage directly with clients, families, and providers to understand concerns, communicate updates, and support resolution of escalated or reconciliation‑related issues with professionalism and clarity.
- Lead the escalation function: intake, triage, investigation, documentation, and resolution of complex cases and exceptions; ensure consistent outcomes, clear decision records, and adherence to applicable policies and standards.
- Establish and maintain escalation workflows, resolution standards, and documentation requirements; identify recurring drivers and implement prevention strategies to reduce repeat escalations.
- Perform or oversee daily/weekly/monthly reconciliations of funding allocations, claims, disbursements, and reimbursements; ensure alignment across internal systems, required reporting, and banking/payment records.
- Investigate discrepancies, variances, and errors; conduct root cause analysis and coordinate resolution with Finance, Operations, Technology, and partner organizations as required.
- Strengthen internal controls and data quality by implementing corrective and preventive actions; maintain audit‑ready documentation and strong audit trails for reconciliation and escalation outcomes.
- Develop and monitor operational measures (e.g., volume, aging, turnaround time, error rates, rework, recurring drivers); prepare and deliver regular reporting to leadership on trends, risks, and improvement actions.
- Support audits, compliance reviews, and system testing (UAT) related to reconciliation and escalation processes; validate outcomes and ensure follow‑up actions are completed.
- Contribute to continuous improvement initiatives (process mapping, SOPs/job aids, automation opportunities) to improve efficiency, reliability, and transparency across escalation and reconciliation workflows.
- Embed Certified B Corp principles in day‑to‑day leadership by promoting accountability, transparency, equity, and social purpose; model Accerta values in communication, collaboration, and decision‑making.
- Other duties as assigned.
Details:
This is a full-time, permanent position offering a hybrid work model that blends remote work with planned in-office days. You will be required to visit the Toronto office a couple of times a month. Schedules will be determined in partnership between individuals, managers, and the team.
Additionally, you will receive a comprehensive benefits package and a Defined Benefit Pension Plan starting from your first day. Other perks include vacation time, a performance-based bonus, and a one-time home office allowance.
Qualifications/Skills:
Education:
- Post-secondary education in Business Administration, Operations, Finance, or an equivalent combination of education and relevant experience.
Experience:
- 3+ years of people-leadership experience with demonstrated success coaching and developing teams in a high-volume, deadline-driven environment.
- Experience leading escalations, complex case resolution, or exceptions management in a regulated operational setting.
- Strong reconciliation/financial operations capability including variance analysis, data validation, and internal controls; ability to identify discrepancies and implement practical solutions.
- Excellent analytical, problem-solving, and decision-making skills with high attention to detail.
- Strong written and verbal communication skills; able to explain technical/financial issues in plain language and maintain clear, transparent documentation.
- Proficiency with Microsoft 365 (especially Excel) and experience with CRM/case management and financial/ERP systems; automation tools are an asset.
- Skilled at handling multiple priorities simultaneously and maintaining composure in high-pressure situations demonstrates strong abilities in planning, prioritizing, and coordinating with stakeholders.
Note: A Condition of employment is that you must clear a criminal background check and vulnerable sector check.
Your Application:
We value diversity and inclusion and encourage all qualified people to apply; however, only those selected for an interview will be contacted.
Looking for Meaningful Work? We can help.
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or [email protected]
#IMSMB #LI-SH1
