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TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. 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.

Reporting to the Senior Director, Absence and Disability Management (ADM), this role is a senior level people and client management role, directly accountable for quality service delivery in alignment with the ADM vision, and expected to take a lead role in the coordination, oversight, and execution of the governance, client relationship management and growth strategy on key accounts. The focus is on best-in-class operational management combined with account and program management skills, to enable excellent client and employee experience.

The Director is a passionate and engaged leader who selects and develops the right staff infusing them with the right tools and passion to succeed, achieving amazing results. This role will create a forward-thinking, client driven culture with a focus on excellent service, client retention, client service strategies, successful training, program implementation, quality assurance, and leadership development.

The Director will focus on enhancing our operational effectiveness to ensure alignment with best-in-class case management practices. This individual will be required to identify any risks and work with internal stakeholders to mitigate those risks associated with resourcing and operational effectiveness while ensuring clients continue to be delighted by all stakeholders. This individual should be highly skilled in operational management and resource management.

A keen focus on people leadership to drive employee engagement amongst teams to meet targets; an interest in cultivating in building a culture of accountability and responsibility through leadership behaviors that will result in delivering on commitments and demonstrating a focus of engagement; and, open communication skills, will all be critical to build an open environment to enable an atmosphere of sharing and feedback.

Travel to clients within the Eastern region and to Toronto for strategic meetings is expected for this role.

Responsibilities:

• Responsible for the oversight of our Service Delivery teams for an assigned portfolio
• Partners with key stakeholders internally including our Quality Assurance Team, Training Team, and Technology teams to support alignment in operational and program processes
• Providing consultation with respect to process development and implementation as appropriate aligned with case management and operational best practices
• Responsible to drive overall employee engagement focused on our ADM People Strategy
• Work with feedback obtained by internal and external clients to build continuous improvement plans
• Focus on service delivery excellence to ensure client retention is maximized and client NPS scores are high based on their experience
• Critical review of operational day to day activities to look for efficiencies by using data and best practices to guide insights
• In the areas of client governance & strategic account planning is expected to take a lead role in the coordination, oversight and execution of the governance strategy on each assigned account
• Coordinate and lead client strategies that will help optimize client satisfaction in a measurable way
• Oversee strategic contract negotiations and renewals on all assigned clients
• Collaborates with and supports the client team identifying opportunities to improve client profitability with direct accountability to profitable top line opportunities
• Support enterprise initiatives by identifying opportunities to introduce new MS stakeholders and solutions
• Consistently contribute to fostering a positive, progressive, and healthy work environment

Succeeding as an Absence and Disability Management Director will require the following skills and qualifications:

• Bachelor’s degree in Business, Health Sciences, Organizational Development, Human Resources or other related field
• 5+ years of previous management or supervisory experience and experience in strategic account and program management working with large organizations; Industry experience in Wellness, HR/Benefits, Absence and Disability Management (Attendance, Accommodation, Sick Leave/WIB, Short Term and/or Long Term)
• Absence management experience is required
• Collaborative, team-focused, positive and with an open mind willing to learn, partner, pivot and engage in solution-focused program management
• Strong interpersonal, negotiation, and mediation skills
• Solid written and oral communication skills
• Excellent time management, multi-tasking and organizational skills
• Registered professional status or certifications (e.g. NIDMAR, CHRP, IFCEBS)
• Additional experience or course work in mental health, rehabilitation, legislation related to disability management and workers compensation, human resource management and practices, along with health promotion and group benefits
• Experience developing and delivering strategic client presentations, trends and reports
• Actively participates in industry thought leadership initiatives and networking

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.