Team Leader, National Disability Support
6 months ago
You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
**Please note this role is Hybrid located in Montréal**
As a Team Leader in Group Disability, you will contribute to the service and fiscal responsibility to our Plan Sponsors and Plan Members. You will be responsible for managing a team within the National Disability Support role and help lead the team towards client excellence by improving processes, empowering the team to be successful, and having the client’s best interest at the core of everything we do. You will be accountable for the overall team operational performance, customer experience, innovation and operational efficiency
Our National Disability Support team in Group Disability is responsible for providing quality, timely service to both our external and internal clients (SLF disability offices) by performing various administrative duties in a fast-paced, high-volume environment. The team forms the front end of the claims management function, therefore the distribution of documents, indexing, claim set-up must be timely and accurate. The team manages daily volumes and fluctuations in the best possible way to meet the service standards.
**Role Responsibilities**:
- Act as the primary resource for your team, giving staff direction, and helping them prioritize work items and provide technical support when applicable
- Collaborate with Leadership and other National Disability Support Team Leaders as One Team to ensure our resources and work volumes are handled in such way to meet client expectations and established productivity, and ensure consistency across regions
- Partner with Resource planner and attend daily workflow meeting to achieve service standards and production expectations and review progress and escalate issues as needed
- Drive process improvement activity on the floor in partnership with Business Consultant and Leadership, by using process excellence methodology to reduce handoffs and improve performance, quality and productivity
- Identify areas for improvement, scope projects and involve leaders in SLGSI, Operations and other Business Partners and participate in projects to ensure the success of strategic initiatives
- Ensure compliance with internal policies and procedures, external regulations and information security standards and act with a sense of urgency on inquiries including escalation or complaints
- Foster a mindset of continuous improvement and learning and encourage behaviors that build the desired culture and environment. Ensure the success and engagement of your direct reports by fostering a positive work environment
- Document monthly performance review for employee’s individual 1:1 discussions, perform mid-year and year-end performance reviews, and provide appropriate coaching and mentoring
- Identify areas for cross training to ensure enough back-up for all tasks, and support in building the training plan
- Engage in recruiting the best talent for the team, onboard new employees, monitor performance, manage problems arising and leverage talent within the team
**What You Bring To The Table**:
- Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide.
- Previous leadership experience and ability to function in a fast paced, structured environment
- Strong ability to prioritize workload with ability to coach and influence desired behavior
- Available for occasional travel
- Infectiously positive attitude with a drive to succeed and a commitment to quality service
- Critical thinking and excellent communication skills
- Proficient on MS Excel, Word, PowerPoint
**What’s in it for you?**
- Opportunities to learn new skills, grow and move into different roles
- Trusting, diverse and inclusive working environments
- Supportive leadership who’s focused on your success and well-being
- Continuous improvements that focus on enhancing your work and our clients’ experience #makeadifference
- Sustainability commitments to create a cleaner, more inclusive and sustainable future for our communities
- We offer a number of programs and offerings to help our Employees achieve lifetime financial security and live healthier lives, some of these include:
- Comprehensive benefits
- Wellness programs, benefits and health incentives
- Paid vacation based on experience and additional days to support family c
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