Director, Claim Operations – Saskatchewan Workers’ Compensation Board (SWCB)
The Saskatchewan Workers’ Compensation Board (SWCB) has a legislated mandate to deliver workplace insurance to Saskatchewan employers and benefits to Saskatchewan workers if they are hurt at work. The SWCB is governed by a three-person, full-time Board of Directors (BoD). The Chief Executive Officer reports to the BoD and is supported by an executive team ofsix
Anchored by the Meredith Principles, the vision of the SWCB is to eliminate injuries and restore abilities. Their mission is to be a customer-centric organization that continuously seeks to add value for their customers through a culture of Continuous Process Improvement. SWCB values guide their actions and decisions:
- Safety – we relentlessly pursue Mission: Zero ensuring all employees have the healthy and safe workplace they deserve
- Respect for People – we recognize the value and worth of each individual and their contribution to our success and we treat everyone in an open, honest and dignified way
- Excellence – we strive for perfection and seek improvement and innovation every day in how we carry out our work in service of our customers
- Collaboration – we work hand-in-hand with our partners and with our customers to deliver on their expectations and meet their needs
- Customer Focused – we create an exceptional experience for all our customers and we bring their perspective to the forefront of our conversations and improvement efforts
The SWCB has distinguished itself as a high performing organization relative to its peers across Canada. The organization is recognized as a Top 100 Employer with approximately 510 team members located in Regina (420) and Saskatoon (90) who provide a wide range of programs and services to employers and injured workers. According to the 2020 annual report, the SWCB continues to achieve strong financial performance and remains fully funded, with sufficient assets to cover the future costs of all claims in the system. However, significant room for improvement remains!
The SWCB has built a foundation for this financial and organizational performance by taking a strategic, risk-aware approach to its development, setting targets and measuring success through its corporate true north objectives SWCB leadership have been engaged in a relentless pursuit to improve the WCB customer experience. This transformation continues to involve both a personal and organizational shift to a culture of continuous process improvement (CPI) that focuses on providing an exceptional experience for all of their staff and customersSWCB leadership have been striving to advance their culture through the development of processes and systems that will drive the ideal behaviours that they believe will ultimately achieve meaningful, lasting results.
The Chief Executive Officer, in consultation with the Board and executive team members, has concluded that the future success of the organization depends on transformation of their core systems and processes. The essence of this business transformation program is to combine a new model of delivering services and value to customers and stakeholders in addition to the replacement of core Claims and Employer systems and enhancements to the HR and Financial systems. These solutions will enable new ways of interacting with customers and new ways of doing business.
You can learn more about the Saskatchewan Workers’ Compensation Board by visiting www.wcbsask.com .
Job Title: Director, Claim Operations
Reports to: Vice President, Operations
Direct Reports: (6) Operations Planning & Support Specialist, Assistant Director, Claims Support & Adjudication, Assistant Director, Case Management,
Extended Services Program Specialist, Manager, Psychological Injuries Unit, Claims Transformation Business Project Lead
Location: Regina, SK – some travel is required
Reporting to the Vice President of Operations, this position is accountable to advance the vision for the Claims Operations department through overall leadership and strategic alignment of the programs and services offered to employers and injured workers throughout the province.
They will lead the development and delivery of work disability prevention and return to work strategies, programs and services that enhance the customer experience, reduce the human, economic and social impact of workplace injuries, and align with the WCB’s strategic goals. They are responsible for fostering a culture of continuous process improvement to support the achievement of corporate and divisional outcomes.
- Accountable for the development and delivery of work disability prevention and return to work programs and services in a timely, efficient and effective manner in order to provide high quality support to injured workers, their families and employers.
- Collaborates with various internal and external stakeholder groups and customers to determine the resources and tools needed to support common and/or trending challenges related to work disability prevention and return to work in a timely manner.
- Evaluates current stakeholder needs and organizational objectives to determine the appropriate prioritization for the development of future initiatives.
- Conducts in-depth research and analysis to inform the development, planning and implementation of proposed and future strategies around departmental resourcing, plans, goals/targets, and budget requirements. These will be aligned with and support corporate plans and include requirements for regular progress reports and revisions (study/adjust) to these plans over time.
- Builds and maintains positive and effective working relationships and strategic alliances with stakeholders to achieve strategic and operational results reflective of the values and culture of the WCB.
- Provides guidance, direction, support and coaching to both direct and indirect reports as required.
- Leads and promotes the use of continuous process improvement tools and strategies for daily problem solving, system and process enhancements, and “real time” data to measure the impact on the customer experience.
- Using disciplined problem solving methodology, addresses gaps in timeliness and quality of service, engagement of staff, financial responsibility and workplace safety.
- Recruits, develops and manages staff in accordance with WCB’s principles, policies, and Collective Bargaining Agreement.
- Directs, supports, and participates in the development and maintenance of the Business Continuity Plan, ensuring plan is complete and current.
- Performs other related duties as required
Opportunities and Challenges
- Heavily influence and impact the top strategic business and risk priorities for SWCB.
- Provide transformational leadership that modernizes WCB customer service delivery, focusing on injured worker recovery, disability prevention, and return to work.
- Connect with thought leaders and best-practice organizations and lead thoughtful application of learning to SWCB where appropriate to capture potential value.
- Join an organization that is passionate about disability prevention, workplace health and safety and Mission: Zero mandate.
- Play a significant transformation leadership role which will positively impact worker and employer experience and outcome.
- Opportunities for personal growth and development of self and others.
- Be a part of a leadership team that strives to create a culture and work environment that provides purpose and meaning for their people, enabling staff to attain their collective vision, engaging them in identifying opportunities to improve their processes and ultimately empowering them to make meaningful changes in service of their customers.
FIRST YEAR DELIVERABLES / MEASURES OF SUCCESS
Success in the first year will be determined by the candidate’s ability to:
- Build effective, collaborative relationships with the Vice-President Operations, other executive team members, senior management peers and key customers.
- Advance the business transformation project portfolio on time, within budget and through the realization of benefits.
- Build organizational capacity through improved processes and procedures building upon the organization’s standards and professionalism ensuring that change is introduced in a thoughtful and disciplined manner.
- Build and develop team capacity and succession plans through professional development and career growth.
- Implement and monitor the continuous improvement systems including the Daily Management System and Performance Review System within respective areas of responsibility.
The successful candidate will have the following:
- A University degree in business administration, health sciences, social sciences or other related discipline.
- A minimum of six years of progressive experience in a leadership role including at least three years focused on development, implementation and evaluation of work disability prevention and/or return to work standards, services and programs.
- Certification as a Disability Management Professional (CDMP) or Return to Work Coordinator (CRTWC) would be considered an asset.
- Experience working in a public sector environment and understanding of workers’ compensation systems in Canada is considered an asset.
- Equivalent combinations of education and experience may be considered.
Competencies and Attributes
- High achievement orientation: taking the initiative to set challenging goals for the organization, and achieving them after having strategically analyzed the options.
- Co-operation & organizational teamwork: Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates team members to accomplish group goals.
- Customer Service Orientation: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
- Interpersonal Skills: Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.
- Problem Solving/Decision Making: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.
- Change Leadership: Constantly searches for ways to improve the organization by focusing on continuous improvement, reacting to marketplace changes and opportunities, and ensure that business changes are implemented and realized to their full potential through effective leadership and change sponsorship.
- Developing Others: Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods.
- Impact and Influence: Gaining others’ support for ideas, proposals and solutions, and getting others to take action to advance work objectives.
- Focus on managing successful business relations
- You have strong focus on the following;
- Case Management Principles/ Processes
- Return to Work Processes/Duty to Accommodate
- Safety, Health & Injury Prevention
- Communications (Oral/Listening/Written)
- Quality Assurance
- Interpreting Legislation, Policy & Procedures
Saskatchewan Worker’s Compensation is committed to equity, diversity and inclusion and recognizes that a diverse team benefits and enriches our work and is essential to operational excellence. We welcome applications from all qualified individuals and encourage women, members of racialized communities, Indigenous persons, persons with disabilities, and persons of any sexual orientation or gender identity to confidentially self-identify at time of application. In accordance with provincial legislation, accommodation will be provided by Optimum Talent and Saskatchewan Worker’s Compensation throughout the recruitment, selection and/or assessment process, upon request, to applicants with disabilities. All qualified candidates are encouraged to apply.
How to Apply:
Please send your resume in Word or PDF format to: firstname.lastname@example.org
. Copy and Paste the following job title and code and place it in the subject line of your email so we can identify the job and confirm receipt of your application:AHWL-276747 Director, Claim Operations – Saskatchewan Workers’ Compensation Board (SWCB) - SK - Regina (OTIAPPLY) Please note that only those candidates meeting the selection criteria, established by our client, will be contacted further.
Although we may not contact you directly for this particular role, all applications will be reviewed as we would like to consider you for future opportunities that may be appropriate. We encourage you to continue to visit our website at optimumtalent.com
as our opportunities are updated on a regular basis.