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Bilingual Absence and Disability Management Director

LifeWorks

This is a Contract position in Montreal, QC posted September 2, 2022.

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Reporting to the Senior Director, Absence and Disability Management Canada, 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 accountable to collaborating with internal stakeholders in the identification of opportunities to improve operational processes and service delivery, drive efficiencies and continuous program improvement, and positivity impact client satisfaction and client profitability.

The role is integral to the ADM business through people leadership, operational expertise, thought leadership, and partnership to achieve short and long-term business objectives.

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 as needed, 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 a Bilingual 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).
  • 5+ years experience in Absence Management
  • Solid written and oral communication skills in French and English
  • 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
  • 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

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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to talentacquisitiononboarding@lifeworks.com

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first.  Our priority is to optimize the health and productivity of our people.  In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees.  Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions.  We are excited to connect with you virtually, and look forward to receiving your application.