Service Delivery Supervisor, National Workers' Services

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
  • 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.

• TELUS is committed to fair employment practices and all qualified applicants will receive consideration for employment.
• TELUS offers 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.