Service Delivery Manager – Absence & Disability Management

TELUS Health 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 – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Service Delivery Manager – Absence & Disability Management

Overview:
The Service Delivery Manager is responsible for supporting Absence and Disability Management client program goals through effective administration, operational oversight, and client partnership. This role ensures adherence to best‑in‑class and client‑specific processes while leading and coaching Case Managers to maintain data integrity, service quality, legal compliance, and operational excellence.

The Service Delivery Manager serves as both a people leader and subject matter expert, providing claims support, driving continuous improvement, and acting as a trusted partner to clients and internal stakeholders.

Principal Duties & Responsibilities:

Operational & Claims Leadership

• Maintain advanced knowledge of FMLA, state leave laws (FML), Short‑Term Disability (STD) plans, ADA, and other applicable leave legislation.
• Oversee and support management of cases at all levels, including complex 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 ad‑hoc reviews and audits of claims and processes.

Client & Account Management

• Provide oversight 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, concurrent state leave regulations, ADA 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, continuous improvement, and customer service.
• Promote continuous 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 develop staff through formal and informal training, annual development planning, staff meetings, and one‑on‑one coaching sessions.
• Oversee daily operations across multiple staff levels and functions through performance reporting, audits, and operational analysis.

Qualifications

• Minimum 2 years of management‑level experience within 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 complex 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 TELUS Health, 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, cont