Quality Manager, Disability Case Management

3 months ago


Montréal QC, Canada Sun Life Full time

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.

The key focus areas of the Quality Manager role encompass team leadership, operational excellence, quality and compliance, client service, and continuous improvement. The role requires a blend of technical expertise, people management, and strategic thinking.

**What will you do?**
- Act as the primary resource for the team, providing direction and helping prioritize work items.
- Review and monitor FTE requirements based on intake, volume, and quality assurance programs.
- Maintain ongoing awareness and focus on compliance requirements.
- Conduct regular calibrations across all programs.
- Appropriately and thoroughly review all appeals and escalations.
- Collaborate effectively with operational partners and key stakeholders.
- Foster a mindset of continuous improvement and learning, and build a positive work environment.
- Provide proactive and personalized client service to build long-term relationships.
- Identify opportunities to digitize service and use data to improve the operating model.
- Manage all mandatory, regulatory, and compliance requirements to safeguard client and business interests.

**What do you need to succeed?**
- 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.
- 3 years minimum of leadership experience with superior time management skills
- 5 years minimum of Disability Case Management experience
- Proven leadership capability with strong ability to influence change
- Detail and solution-oriented with strong communication skills; Able to influence leaders across business area boundaries to collaborate towards achieving outcomes
- Strong critical thinking, analytical and decision-making skills, using data to guide decisions, monitor performance and plan for success despite business fluctuations
- Sound coaching and performance management skills
- A relentless and demonstrated ability to find client service and efficiency opportunities

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

**Salary Range**:
76,000/76 000 - 125,000/125 000

**Job Category**:
Claims - Life & Disability

**Posting End Date**:
29/08/2024



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