Service Delivery Supervisor, National Workers' Compensation Services

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Responsibilities:

Talent Management

• Oversee the employee experience within the team and ensure a high level of engagement by our employees
• Ensure that the work environment promotes an atmosphere of mutual trust, a collaborative approach based on the pleasure of working as a team, and team member accountability
• Communicate the company vision and guidelines clearly, fluidly and engagingly, to guide the team and ensure effective work planning
• Set stimulating performance objectives and ensure that all team members have the skills required to meet them
• Be the go-to person for questions about operations and/or the organization

Client Management

• Maintain a good grasp of the client’s business issues so that appropriate services can be provided and client satisfaction ensured
• Be a leader for clients with respect to both business relations and expertise, to have a positive impact on their health and safety culture
• Conduct regular assessments of client satisfaction with our services
• Manage a portfolio of clients and offer occupational injury/illness management services (maximum of 20% of total workload)

Service Quality Management

• Assist with the definition and development of indicators, dashboards and other quality control tools
• Conduct weekly quality audits to ensure that the services provided meet internal quality standards and comply with the service agreements with our clients

Innovation and Continuous Improvement Management

• Identify barriers that could hinder the achievement of business objectives and make recommendations for innovations and improvements
• Keep abreast of best practices and initiate improvements to internal processes and tools
• Help identify intervention priorities and assist with the establishment of an annual innovation and continuous improvement plan for the National Workers' Compensation Services team
• Participate in Canada-wide organizational transformation projects

Succeeding as a Supervisor, Service Delivery will require the following core qualifications and skills:

• Bachelor’s degree in Human Resource Management/Industrial Relations, or a college diploma (DEC) in a related field (law, business administration, human resources)
• 7+ years of progressive experience in occupational injury management in Canada
• Experience in team leadership / management
• Project management experience considered an asset
• Ability to act as a team player who values collaboration
• Demonstrated entrepreneurial spirit, combined with strong organizational skills including priority management
• Excellent communication skills
• Bilingual fluency in English and French (spoken and written) is an asset

Salary Range: $80,000 - $94,000 CAD

Bonus: 10%

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A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.