Manager, Customer Care Services (HYBRID)

About the Workplace Safety and Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you’ll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.

Salary Grade:  N08        From:  $97,186.00  To:  $121,483

We are recruiting for current and future temporary vacancies. 

Job Summary:

Lead and manage a team responsible for the delivery of customer service which include the following work types: All administrative support functions for the organization and front line client services, registration, triaging and information gathering of new claims through various channels and enablement of eAdjudication, all front-line claims call support for workers /providers and employers, all front-line walk-in services in both head office and district office.

Provide technical advice and direction to external customer and clients, vendors, Service Providers and team members. Monitor and evaluate work processes, individual and operational performance and identify opportunities for improvement, lead the development and implementation of restructuring, re-engineering of work flows, methods and processes.

Develop and maintain a high level of communication network and relationships both internally with business partners and externally with vendors and clients (workers, employers, representatives, associations, service providers).   Manage internal and external escalated issues.

Major Responsibilities:

1. Plan and manage the delivery of the program activities. Allocate work and prioritize activities of staff and ensure workload is balanced considering experience levels of staff where appropriate, vacations, absences and fluctuations in volumes, in order to meet service delivery standards.  Assist staff to resolve problematic issues and provide direction on processes and procedures. Provide technical expertise and direction to staff when required.

Establish productivity and performance standards for all business areas within Customer Care. Manage individual staff performance through effective mentoring and constructive feedback.  Conduct regular performance reviews, identify skill gaps and ensure appropriate training is provided.  Ensure staff relations are conducted in accordance with internal human resources policies and practices, appropriate employment legislation and the Collective Agreement.

Monitor workflow, quality and quantity of work to ensure service delivery and operational performance standards are met.  Implement quality assurance and performance measurement systems and evaluate success, identify gaps in operational performance and/or opportunities for improvement.

Develop and implement operating procedures which support service and performance objectives
Ensure assigned business area is effectively staffed by identifying resource requirements, managing the recruitment process and making selection recommendations.

Work closely with internal business partners to continuously meet their needs and respond quickly and effectively to issues and concerns, which have an immediate or potential impact on service and customer satisfaction.
Ensure assigned workplaces are both safe and healthy by monitoring systems and programs that have a safe injury-free workplace as their goal.  Ensure health and safety principles are integrated into day to day work environment. Monitor workplace safety and insurance claims and work with Healthy Wellness Centre and the Agency to develop return to work plans and preventative programs.

Prepare operational reports based on statistics and identify and explain trends and anomalies, requirements for corrective action and opportunities for performance enhancement.

2. Identify contentious and sensitive Service Excellence issues and collaborate with internal and external partners and staff to resolve the issues and mitigate future reoccurrences

Resolve complex and sensitive customer service escalations including those to senior management, and other stakeholder groups

3. Develop and maintain effective communication linkages and relationships internally (with all WSIB areas and levels) and externally (with providers, workers, representatives, employers, government, vendors, suppliers) to discuss and resolve issues, and exchange information of mutual concern.

4. Ensure risk management, quality management and continuous improvement systems are established to analyze and evaluate the effectiveness and cost benefit of services and programs. This includes business quality reviews, quality control, quality assessment, and evaluation and effective implementation and management of business contingency plans to minimize disruption to customer service.

5. Participate in enterprise or cross-divisional projects and initiatives related to service/process improvements and technology changes. This includes:

• leading, participating and/or implementing initiatives surrounding various project streams
• providing subject matter expertise and advice to project group and/or senior management
• participating in Change Management, transition planning and implementation
• leading and/or participating in special projects such as identifying process improvements to improve Branch effectiveness, and/or system requirements or technology, which would enhance service delivery, increase job enrichment, add value to the product and reduce costs.
• developing and implementing test cases for any business acceptance, technical improvement or change that require business sign off
• deploying and implementing new business initiatives, collaborating with various internal business partners.

Job Requirements:

1. Education requirements:

Minimum Level Required

• Undergraduate degree

Preferred Level

• Undergraduate degree/ Business Degree
• Project Management Qualifications or Certifications

2. Experience:

Minimum Level Required

• 5 years prior management experience and training experience

Preferred Level

• Expereice in managing front line staff, project management experience

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.