Vice President Claims Transformation

2 weeks ago

Toronto, Ontario, Canada Workplace Safety and Insurance Board Full time

Reporting to the Chief Operating Officer, the VP Claims Transformation provides leadership and direction in the WSIB's efforts to re-engineer the administration of workplace injury and illness claims management.

The scope of this role includes planning and implementing the cluster's journey to its new Target Operating Model, meeting customer service delivery and digital solutions expectations and developing integrated organizational requirements for people, processes and enabling technologies.

Working with business partners across the WSIB, this role will also lead Benefit Calculation Transformation - with related benefit calculation process improvements leading to replacing legacy systems, e.g.

WBS and Survivors - as well as Claims Transformation (with related claims management process improvements leading to upgrading to Guidewire's cloud-based Claim Centre solution.

This role will also lead, enable and support tactical business process redesign and change management functions for both near and longer term transformation, as well as tactical continuous improvements.


The role is responsible for ensuring programs are integrated across WSIB offices within Ontario and division services and products are developed and consistently delivered in accordance with established regulatory, quality, health, safety and performance standards and within expected budgets.

The role is responsible for effectively managing division projects and service deliverables, providing leadership, structure and process to division staff, identifying and developing improvement opportunities that are aligned with WSIB's strategic priorities and ensuring quality performance and compliance with policies and practices.


Key Accountabilities and Responsibilities:

Functional Leadership:


Lead, plan and implement the cluster's journey to its new Target Operating Model, meeting our customers' service delivery and digital solutions expectations and developing integrated organizational requirements for people, processes and enabling technologies to drive claims delivery and benefit calculation transformations, leading to the Claims Transformation Project; ensuring all established processes are in compliance with WSIB policies and practices and regulatory and legislative requirements.


Develops business requirements, aligned with re-engineered people and process requirements to support longer-term technology development and upgrades to modernize claims management, as well as benefit calculations functions.

This includes tactical business processes redesign and change management.


Provides guidance and technical expertise to facilitate the delivery of services, ensuring ongoing work quality levels are maintained, deliverables are achieved, resolving complex, confidential and potentially high profile issues, and managing internal and external stakeholder expectations.

Ensure activities are fully integrated to provide consistent and seamless responses to stakeholder submissions and inquiries


Leads and administers the Worker Income Protection Benefit (WIPB) program - with a WSIB team and third party providers - to reimburse employers for paid sick leave related to COVID-1- acting as the primary point of contact for the Ministry, including all related programs records and information.


Leads the WSIB's resolution of the LOE Recalculation Project, through a corporate project with multiple work streams and an external vendor to develop business requirements and technology-driven integrations to support the completion of the project; including financial scope of impacted claims, and technology-driven solutions and integrations for the LOE Program.


Leads the WSIB efforts to help identify, assess, prioritize and plan the implementation of third party enabled opportunities to modernize enterprise-wide service delivery and enabling corporate functions and capabilities that support the WSIB in achieving its strategic business outcomes.


On-going support of business area leads in moving forward with identified initiatives with reporting back to Executive Committee on progress, challenges, implementation plans.


Planning & Development:


Collaborates with the Chief Officer and Cluster counterparts to develop cluster strategic and business plans to support the organization's strategic priorities, providing input on strategic initiative and priority development and ensuring alignment with overall WSIB strategic direction.


Develops strategic and operational goals for the division, ensuring their alignment with the broader cluster/division and WSIB strategies and operational priorities, determining success and reporting metrics, evaluating changing priorities, workforce reports/statistics, attrition rates and case loads, analyzing impacts on operations/business activities and adapting strategies and plans accordingly to achieve desired results.

Ensures division operating and capital budgets are developed, approved and managed, identifyi

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