Director, Service Delivery

1 week ago

Edmonton, Canada Alberta Blue Cross Full time

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for career growth.

**OVERVIEW**:
Working under the direction of the Vice President of Benefit Services the Director of Service Delivery, will be a cornerstone of leadership within the Life & Disability Services department, dedicated to enhancing systems and processes and relationships that ensure exceptional service delivery.

This role is designed for a strategic leader with a solid understanding of the disability services landscape, who will drive creation and execution to deliver substantial value for internal and external stakeholders.

This role will collaborate closely with the Director of Life & Disability Operations to deliver a best-in-class experience for employees, plan sponsors and members, while showcasing Alberta Blue Cross®’s expertise and value in the life and disability space.

**WHAT YOU WILL DO**:
**Champion Best Practices**:Lead initiatives to establish and refine quality assurance protocols, improving member outcomes and maximizing financial performance. Your expertise will guide the Best Practices/Quality Assurance team in elevating service standards.

**Leadership and Department Management**: Inspire and mentor a high performing team, cultivating a culture of collaboration, creativity, and results. This includes clear coaching, support, and direction, fostering strong alignment with internal and external to the department.

**Enhance Client Experience**: Play a key role in addressing complex operational customer service challenges and driving improvements in service outcomes. Your ability to build and maintain strong client relationships will be crucial to enhancing post-sale support.

**Create Broker and Stakeholder Value**:In partnership with the sales team develop and deliver valuable resources and support to brokers, enhancing their ability to serve clients effectively. Establish and nurture strong relationships with brokers and key stakeholders, ensuring alignment with strategic goals.

**Lead information Initiatives**:Develop and support comprehensive informational programs for internal teams and stakeholders, promoting ongoing learning and professional development. Utilize workshops, webinars, and other resources to enhance understanding of disability services and best practices


**Provide Strategic Support**:Offer insightful strategic recommendations to improve disability services based on feedback from brokers, plan sponsors/administrators and other stakeholders. Act as a key resource for resolving complex issues in case management and disability support, leveraging your industry expertise to devise effective solutions.

**Create data driven decisions**based on financial analysis and operational trending data both internal and external to Alberta Blue Cross®.

**WHAT YOU WILL HAVE**:

- Bachelor’s degree in Business Administration, Health Services, Social Work, or a related field.
- 10+years of progressive leadership experience.
- Preference for experience in disability management or a similar support role.
- Proven success in leading and developing high-performance teams.
- Proven ability to provide support that improves operational efficiency and effectiveness.
- Strong skills in offering strategic recommendations and enhancing service delivery.
- Demonstrated ability to build and maintain productive relationships with customers and stakeholders.
- Excellent skills in clearly and effectively conveying complex information.
- Strong analytical abilities for addressing and resolving complex issues
- Comprehensive understanding of disability services, healthcare processes, and relevant regulations and policies.
- Strong budget management skills and experience.
- Exceptional presentation skills with the ability to articulate complex strategies to internal and external stakeholders at the executive level.
- Preferred relevant certifications or continued education in disability management or related disciplines.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, please apply.

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