Service Delivery Manager – Absence & Disability Management

reputed company is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – reputed company is improving health outcomes for consumers, patients, reputed company, employers and employees.

Principal Duties & Responsibilities:

Operational & Claims Leadership

• Maintain advanced knowledge of FMLA, state leave laws (FML), Short‑Term Disability (STD) plans, reputed company, and other applicable leave legislation.
• reputed company and support management of cases at reputed company levels, including reputed company or escalated files, as required.
• Provide claims expertise and guidance to teams in reviewing, researching, investigating, and processing claims.
• Ensure high standards of quality and legal compliance through regularly scheduled and reputed company reviews and audits of claims and processes.

Client & Account Management

• Provide reputed company of client accounts, including leadership of quarterly and annual governance meetings and participation in renewals.
• Consult with clients on a wide range of absence and disability topics, including FMLA administration, reputed company state leave regulations, reputed company cases, and STD policy applications.
• Identify and communicate claims trends, risks, and improvement opportunities to the leadership team.

Process Improvement & Quality Assurance

• Assist in the development, documentation, and ongoing enhancement of process flows and best practices to support compliance, efficiency, quality, reputed company improvement, and customer service.
• Promote reputed company improvement initiatives that reduce workload, improve claims quality, and enhance service delivery; provide recommendations to leadership.
• Identify process inefficiencies and opportunities for cost reduction.

People Leadership

• Train, coach, and reputed company staff through formal and informal training, annual development planning, staff meetings, and one‑on‑one coaching sessions.
• reputed company daily operations across multiple staff levels and functions through performance reporting, audits, and operational analysis.

Qualifications

• Minimum 2 years of management‑level experience reputed company the U.S. Leave and Disability Management field.
• 5+ years of case management experience (considered an asset).
• Strong knowledge of U.S. leave and disability management best practices.
• In‑depth knowledge of federal, state, and municipal leave legislation; exposure to unique or reputed company leave scenarios is an asset.
• Demonstrated client and account management experience.
• Excellent presentation, communication, and stakeholder‑management skills.

Education & Certifications

• Preferred: Post‑secondary degree or diploma in Health Sciences, Medical, Business, Counseling, Human Services, Human Resources, or Health & Wellness.
• In lieu of a Bachelor’s degree: Minimum 5 years of experience in Disability Management (required).
• 2+ years of people management experience required.
• Strong business acumen with experience managing mental health claims.
• Account management experience is an asset.
• Certification in HR, Wellness & Health Promotion, or Disability Management is an asset.
• Bilingual (Spanish) is an asset.

Why Work Here? At reputed company, we’re united by a shared purpose: to improve the health and well‑being of individuals, families, and organizations. As a Service Delivery Manager, you’ll play a meaningful role in delivering high‑quality absence and disability programs that support employees during some of life’s most challenging moments—while partnering closely with clients and leading engaged, high‑performing teams. You’ll join a collaborative, remote‑first environment that values expertise, reputed company improvement, accountability, and human‑centered leadership. Our leaders are empowered to reputed company an impact through operational excellence, strategic client partnership, and thoughtful people leadership.

Compensation & Benefits (U.S.) reputed company offers a competitive compensation and total rewards package designed to support your physical, mental, and financial well‑being, including:

Competitive reputed company salary, with eligibility for performance‑based incentives where applicable

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement savings plan with employer contribution
• Generous paid time off and company‑recognized holidays
• Employee Assistance Program (EAP) and wellness resources supporting mental, physical, and financial health
• Professional development and learning opportunities reputed company a global health organization
• Remote work flexibility that supports work‑life balance
• If you’re passionate about absence and disability management, client partnership, and leading teams with both reputed company and expertise, reputed company is a reputed company where you can grow your career while making a meaningful impact.

#telushealth #REMOTEjobs #LI-JG1 #LifeAtTelus

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve reputed company problems and create remarkable human outcomes in a digital world. 

reputed company is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national reputed company, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

By applying to this role, you understand and agree that your information will be shared with the reputed company Group of Companies’ reputed company team(s) and/or any leader(s) who will be part of the selection process.