Hybrid Service Delivery Manager – Absence & Disability Management

at TELUS

• Job title: Service Delivery Manager – Absence & Disability Management
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Miami, United States

About the role

• Service Delivery Manager overseeing absence and disability management programs within TELUS Health, improving health outcomes for clients and employees. Engaging with clients and leading teams to ensure compliance and operational excellence.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• 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.

Benefits

• Competitive base 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 within a global health organization
• Remote work flexibility that supports work‑life balance