About WCB Nova Scotia
On behalf of WCB Nova Scotia, Venor is recruiting for a Manager, Integrated Service Centre.
By working to keep Nova Scotians safe, healthy, and on the job, and supporting them when their lives are impacted by workplace injury, WCB Nova Scotia is contributing to a safer, stronger province. We provide workplace injury insurance to approximately 19,500 employers and 335,000 workers across the province. Our vision is a Nova Scotia safe and secure from workplace injury.
WCB Nova Scotia is consistently recognized as a Top Employer in Atlantic Canada and Nova Scotia and has also been recognized nationally as a Top 100 Employer and as one of Canada’s Most Admired Corporate Cultures.
As part of the Central Services division, the primary function of the Integrated Service Centre (ISC) team is to promote service excellence and to create positive customer experiences through the timely and appropriate resolution and referral of customer enquiries, prompt registration of injured worker’s compensation claims, and timely review and assignment of claim documentation, using a variety of platforms and methods.
Reporting to the Director, of Central Services, the Manager of the Integrated Service Centre manages a team of direct reports and works in close collaboration to manage team workloads, and workflow and to provide strategic leadership and operational direction to the Integrated Service Centre team as a whole.
The Manager ensures customer service excellence and advances organizational and team goals and objectives, fostering a team culture of accountability, collaboration, continuous improvement and high performance.
The Manager adapts and responds to the changing environment and creates opportunities for innovation and change through active participation and leadership.
The Manager oversees all aspects of human resource management including recruitment, training, team and individual performance, development feedback and coaching. In collaboration with the Director of Central Services, the Manager also sets, measures and monitors key operational indicators to support the achievement of organizational strategies, goals and priorities.
The Manager is accountable for the effective management of scheduling, workload distribution, workflow, quality assurance, escalations, analyzing and interpreting performance data, and the ongoing improvement of processes and services.
Excellent communication skills, problem-solving skills, attention to detail, and ability to multitask and prioritize workload and tasks effectively would be strong assets.
About you
As the successful candidate, you will possess a university degree in Business, Management, Health, Safety or a related field along with a minimum of five years of experience in a senior decision-making capacity; three of which involved experience in leading teams and building a team-oriented, collaborative environment. An equivalent combination of a diploma/university degree in another area of study and significant additional work experience may be considered. Experience managing operational, customer contact/call centres with high volume workloads, and challenging/vulnerable customers would be an asset.
As safety champions, all employees are responsible for following safe work procedures; using personal protective and safety equipment as required; knowing and complying with all regulations; reporting any illness or injury immediately to their manager; reporting unsafe acts and unsafe conditions; and cooperating with occupational health and safety initiatives. We are a scent-reduced environment. WCB champions safety and promotes a diverse and respectful workplace.
The Offer
We offer a competitive compensation package including a salary range of $90,356-112,951. Any offer of employment will be conditional upon the completion of all applicable background checks, confirmation of credentials, and a valid Driver’s Abstract, the results of which must be satisfactory to the WCB.
The WCB is an equal opportunity employer committed to supporting and developing our employees
If you are interested in this opportunity, please contact Natalie Isaacs via natalie@venor.ca
