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Service Delivery Supervisor, National Workers'

2 weeks ago

Montréal, Canada LifeWorks Full time

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. 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.

Summary:
Working in a matrix team as a Supervisor, Service Delivery, you will play a lead role in the continual enhancement of our competitive position by developing and implementing innovative ideas in the management of human resources and of occupational injuries and illnesses.

**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, ideally including Quebec
- 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 a significant asset

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