Bachelor's degree from accredited university
- 3 year of team lead or supervisory experience, or serving in a team specialist or leadership role
- Knowledge of federal and provincial disability laws regarding access for employees with disabilities; specifically, Accessible Canada Act.
- Experience supervising customer service representatives or case managers in a related program
- Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or complex employee matter
- Experience working with confidential information
- Technically proficient in MS Word, Excel, Access, Outlook and PowerPoint
Job summary
Key job responsibilities
- Manage the performance of teams through insightful communications, regular 1:1's, team meetings and reward and recognition programs.
These teams can consist of Accommodation Consultants, Leave Case Managers, Triage Specialists and/or Sr. Case Managers
- Drive continuous improvement processes/initiatives to enhance the operational efficiency of the program.
- Ensure compliance with a standard work, federal/state regulations, and company policy
- Maintain system records to ensure accurate and timely information/documentation
- Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
- Achieve performance goals and objectives in line with the network wide vision and goals.
- Communicate policies to the team and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
- Partner with Operations Manager and other Team Supervisors regarding organizational design, workforce planning, succession planning, and skills assessment.
- Review and analyze business unit data to identify trends and recommend solutions to improve performance, retention, and employee experience.
- Respond to escalations, providing root cause analysis and recommendations.
Develops remediation plan and drives to resolution with mínimal guidance from Manager.
- Perform audits of team's work, providing coaching and feedback to support ongoing performance improvement.
- Maintain familiarity with defined operations processes to validate delivery in accordance with set quality standards and ensure compliance with standard work, federal/state or local laws and company policy
- Contribute to growing the expertise of our stakeholders, by participating in meetings, tough case reviews, resolution of escalated cases and consultation
- Collaborate with legal and compliance stakeholders on regulatory/employment liability issues as they relate to complex cases and/or policy development with leave, disability and/or Accommodation
- Collaborate with team members on development and review of SOPs and process documents
- Participate and lead initiatives in cross-functional process and business improvement projects
- Support developments and implement standardized training materials, tools and resources to improve quality and productivity of the team
- Partner with recruitment to post job openings and participate in interview loops across DLS
- Critically assess and adjust the case management plan to an employee's changing needs
- Address and respond to sensitive situations
- Troubleshoot issues and seek to remove barriers for team members and customers
- Identify and solve problems that may arise, sometimes with limited information
- Communicate regular updates to employees and stakeholders both verbally and in writing
- Influence change to ensure operational standards are met.
- Act as mentor/trainer for all team members as needed to support skill development or onboarding new team members
- Other duties as assigned
About the team
- SPHR, PHR, or CPDM certifications, or equivalent
- Fluent in speaking, reading and writing in French
- Exceptional customer service and communication skills, both verbal and in writing
- Strong problem solving, time management and priority setting skills
- Master's degree
- Advanced knowledge of Federal, Provincial & Company Leave and Accommodation policies
- Advanced experience in HRIS, Timekeeping, Leave and Disability case management software
- Lean/Six Sigma certified or exposure to principles related to process improvement