Operations Manager- Workers' Comp

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Operations Manager- Workers' Comp

PRIMARY PURPOSE: To manage the technical and operational functions within assigned Workers Compensation Team. Ensuring compliance with company standards and industry best practices; and to ensure consistent delivery of quality service.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Lead daily operations of Workers Compensation Claims Team
• Ensure timely adjudication, case management and resolution of claims
• Monitor claim lifecycle performance from intake to closure
• Manage team inventory, workload distribution and productivity standards
• Ensure compliance with all Provincial Workers Compensation Boards across Canada
• Remain current on legislative and policy changes
• Oversee claim costs
• Drive cost containment programs
• Analyze trends impacting employer premiums
• Act as point of contact for stakeholders
• Present operational performance KPIS and cost improvement strategies
• Manage escalations and complex cases with stakeholders
• Establish and manage service level agreements
• Track KPIs
• Lead, coach and mentor claims managers, adjusters and support
• Build high-performing teams with strong technical expertise
• Drive training on legislation, claims handling and systems
• Oversee hiring, performance management and succession planning
• Identify opportunities for operational efficiency (automation and workflow)
• Standardize best practices
• Leverage data analytics to improve outcomes

QUALIFICATIONS

Technical Expertise

• Deep knowledge of Canadian Workers’ Compensation systems and legislation.
• Understanding of disability management and return-to-work practices.
• Financial acumen (reserving, cost analysis, experience rating models).

Leadership & Management

• Strong people leadership and development skills
• Ability to lead through change and transformation

Education & Licensing
Bachelor's degree from an accredited college or university preferred. Professional certification as applicable to line of business preferred.

Experience

• 5–10+ years in Workers’ Compensation or disability claims management

• Experience in Canadian WC systems (e.g., WSIB, WCBs, WorkSafeBC)
• 2–5+ years in leadership or supervisory role

Skills & Knowledge

Technical Skills

• Strong knowledge of:
  • Provincial WC legislation
  • Claims adjudication and appeals processes
  • Return-to-work programs
• Experience with claims management systems and reporting tools
• Data analysis and performance reporting skills

Soft Skills

• Strong leadership and people management capabilities
• Excellent communication and stakeholder management skills
• Problem-solving and decision-making under pressure
• Attention to detail and risk awareness
• Change management and adaptability

Job type:

We are currently hiring for this position.

Compensation Information:

Salary Range: $90,000 - $115,000 CAD annually

This position is full time and compensation is salaried. Compensation is determined based on experience, qualifications, and internal equity. Sedgwick is committed to transparent and equitable pay practices.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Where applicable, Sedgwick uses artificial intelligence tools to assist in the screening, assessment, or selection of candidates. These tools are subject to periodic review.

We are committed to inclusive, barrier-free recruitment and selection processes. If contacted for an employment opportunity, please advise Colleague Resources if you require accommodation.

Sedgwick is an Equal Opportunity Employer

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.