Service Model Transformation Manager advancing Manulife’s retirement - services operating model. Driving governance, operationalization, readiness, and cross - functional alignment for evolving customer journeys.
About the role
- Associate Manager leading functional and vocational rehabilitation teams at Manulife, an international financial services provider. Driving complex case consultation, disability management, and sustainable return-to-work outcomes.
Responsibilities
- Lead, coach, mentor, and develop a remote team of Functional Rehabilitation Specialists and Vocational Rehabilitation Specialists
- Build specialist capability through case consultation, quality-focused feedback, knowledge sharing, and development planning
- Support professional judgment, documentation, communication, and decision-making in complex situations
- Provide practice leadership and consultation on complex rehabilitation and disability cases
- Coach specialists in developing, monitoring, and adjusting individualized rehabilitation and return-to-work plans
- Guide functional rehabilitation assessments, treatment coordination, progress evaluation, and return-to-work solutions
- Guide vocational rehabilitation activities including vocational assessment, transferable skills analysis, occupational research, career planning, retraining, job development, and job-search strategies
- Promote application of rehabilitation standards, disability insurance principles, medical terminology, job demands, and labour-market information
- Review rehabilitation strategies and files for quality, rationale, measurable goals, cost effectiveness, and best-practice alignment
- Oversee workflow, caseload distribution, productivity, and service delivery
- Use data and quality insights to identify trends, manage risk, prioritize work, and improve outcomes
- Support vendor and budget management
- Promote consistent documentation, timely follow-up, and collaboration across rehabilitation services
- Address escalated case, service, and operational issues
- Build relationships with plan members, plan sponsors, providers, internal disability partners, and external clients
- Partner with case managers, disability specialists, mental health specialists, and other stakeholders
- Participate in client meetings, presentations, and service discussions
- Contribute rehabilitation expertise to national priorities, service design, and evolving rehabilitation practices
- Identify opportunities to improve processes, tools, referral pathways, quality standards, and specialist capability
- Support implementation of evidence-informed rehabilitation and disability management practices
Requirements
- Post-secondary diploma, CEGEP (DEC or DEP), or bachelor’s degree in a health, rehabilitation, vocational rehabilitation, disability management, or related field, or equivalent relevant experience
- Demonstrated experience in rehabilitation, disability management, or group insurance, with direct experience supporting complex rehabilitation and return-to-work planning
- Strong understanding of functional rehabilitation principles, including functional abilities, job demands, treatment planning, recovery barriers, and sustainable return-to-work strategies
- Strong understanding of vocational rehabilitation principles, including vocational assessment, transferable skills analysis, occupational research, retraining, job development, job search, and labour-market considerations
- Sound knowledge of rehabilitation industry standards, disability insurance, medical terminology, case management, and disability and rehabilitation management best practices
- Demonstrated ability to evaluate rehabilitation plans, provide case consultation, and coach others toward clear, evidence-informed, outcome-focused decisions
- Experience with vendor and budget management, including consideration of service appropriateness, outcomes, and cost effectiveness
- Proven experience leading, coaching, training, or developing professionals in a complex service environment
- Strong analytical, organizational, problem-solving, and communication skills, with the ability to manage competing priorities and escalated issues
- Accredited Rehabilitation Professional (RRP), Canadian Certified Rehabilitation Counselor (CCRC), Certified Disability Management Professional (CDMP), Certified Return to Work Coordinator (CRTWC), or eligibility for a related professional designation is considered an asset
- Bilingualism in English and French is considered an asset
Benefits
- Incentive programs and incentive compensation tied to business and individual performance
- Health insurance
- Dental insurance
- Mental health benefits
- Vision coverage
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Remote work arrangement
- Reasonable accommodation during the application process
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