Service Delivery Supervisor, National Workers' Compensation Services
LifeWorks
- Montreal, QC
- Permanent
- Full-time
- 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
- 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)
- 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
- 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
- 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