Disability Payment Team Leader
About The Position
This is a 12-month contract position for a Disability Payment Team Leader located in Montréal. The role is within the Group Disability department, which focuses on assisting clients (employees and employers) in their pursuit of better health. The position involves leading a team to achieve operational excellence in a fast-paced environment, ensuring Key Performance Indicators (KPIs) are met, and providing technical support for CPP/QPP applications, decisions, appeals, offsets, overpayments, and the 'assume max' process. The role also includes regular one-on-one reviews, workflow monitoring, handling inquiries and escalations, driving process improvements, ensuring compliance with policies and regulations, providing change management support, fostering continuous improvement, and managing team success and engagement through recruiting, onboarding, performance monitoring, and talent leveraging.
Requirements
- 3-5 years of Operation leadership experience
- Ability to function in a fast-paced, structured environment
- Work effectively in a multitask environment
- Strong ability to prioritize workload
- Ability to coach and influence desired behavior
- Technical aptitude: ability to learn quickly and understand technical concepts
- Infectiously positive attitude with a drive to succeed and a commitment to quality service
- Critical thinking and stellar customer service skills
- Ability to deliver difficult news in a tactful and sensitive manner
- Analytical skills with a passion for solving problems
- Adaptability, flexibility and strong decision-making skills
- Demonstrated ability to lead through change
- Strong interpersonal skills
- Demonstrated ability to communicate well (verbal and written)
- Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide
- Proficient on MS Excel, Word, PowerPoint
Responsibilities
- Lead a team within the Disability Payment organization, focused on achieving operational excellence in a fast-paced environment.
- Ensure team KPIs are met daily with a strong focus on CPP/QPP targets.
- Provide technical support to staff regarding CPP/QPP applications, decisions, appeals, offsets, overpayments and the 'assume max' process.
- Complete regular one on one reviews with each team member ensuring their goals and objectives are met and provide appropriate coaching and mentoring where needed.
- Monitor daily workflow and strategy and re-assign resources as necessary to achieve service standards and production quality.
- Handle internal and external inquiries including escalation or complaints.
- Work collaboratively with direct reports, supporting teams, individuals within Group Disability business and internal business partners.
- Drive process improvement activity in partnership with Business Consultant and Leadership, by using process excellence methodology to reduce handoffs and improve performance, quality and productivity.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Provide clear direction on how the team's purpose, goals and daily accountabilities align with Group Disability objectives and key results.
- Providing change management support including awareness, desire, knowledge, ability, and reinforcement, ensuring adjustments are made to achieve efficiency and organizational goals of modifications.
- Foster a mindset of continuous improvement and learning and encourage behaviors that build the desired culture and environment.
- Ensure the success and engagement of your direct reports by fostering a positive work environment.
- Engage in recruiting the best talent for the team, onboard new employees, monitor performance, manage problems arising and leverage talent within the team.
Benefits
- Comprehensive benefits
- Wellness programs, benefits and health incentives
- Paid vacation based on experience and additional days to support family care and personal emergencies
- Retirement & stock investment
- Pay for performance reward
- Time off for enrichment experiences through a Sabbatical program
- Investment in not-for-profit organizations that are important to you
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
