Description:
Some key responsibilities of the Manager, Service Center and Client Service Programs include:
- Overall accountability for the operational success of the Service Center which is under the daily oversight of two Team Supervisors.
- Provides leadership, coaching, mentoring and guidance to the Team Supervisors and Service Center employees in the operations of the Service Center, with a focus on client service excellence. The Manager is a leader, mentor, coach and team player.
- Establishes key performance indicators for the Service Center, and ensures the service standards and performance measurement systems are aligned with organizational objectives and client service strategies.
- Continually reviews, monitors and implements changes to business processes to maintain operational effectiveness, minimize processing times and ensure high quality related to key service metrics such as time to first payment and processing duration.
- Facilitate and integrates projects, new technology and changes into the Centre's operations, practices and processes as well as service delivery to clients, health care providers, vendors and the public.
- Champions change, innovation and modernization for the elements of WorkplaceNL's corporate-wide business framework for excellence and continuous improvement in service delivery.
- Takes a lead role in the initiation, planning, development, coordination and execution of plans related to continuously improving WorkplaceNL client service related programs including survey development and administration, online service improvement and adoption, crisis management and business continuity plans, and corporate security.
Ideal Qualifications
- Undergraduate degree, preferably in business, social sciences or related discipline.
- Five years' leadership experience in a supervisory role, preferably in a client service, or document processing/ management environment.
- Past experience and demonstrated ability to effectively manage people, multiple projects and lead change would be an asset.
- Knowledge of client service principles and operations and / or document management operations.
- Experience in the following areas would be considered an asset:
- Integrating technology and modernizing operations.
- Workers' compensation or insurance management setting.
- Client service program delivery.