Manager, Contact Centre, Adjudicative Processing & Industry Support

As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve. Learn more about working for WCB at Careers - WCB Alberta

Job Title:

Manager, Contact Centre, Adjudicative Processing & Industry Support

Job Type:

Permanent / Full time

Job Location:

Edmonton, Alberta

Manager, Contact Centre, Adjudicative Processing & Industry Support
Claims Support, Dispute Resolution & Quality Assurance

Edmonton, Alberta

Permanent, Full-time Position

Be part of the big picture: A safe, healthy and strong Alberta.  

If you value service, care, excellence, trust and fairness, you’ll fit right in. You'll play an important role in making a difference that creates a safer, healthier and stronger Alberta by putting people first. We work together every day to help minimize the impact of workplace injuries and illnesses on Alberta workers and employers.

As the independent operator and administrator of the province’s Workers’ Compensation Act, WCB-Alberta provides protection for over two million workers and nearly 200,000 Alberta employers. Our employees are inspired to make a positive impact on the lives of injured workers and businesses throughout the province.

How you’ll make a difference: 

This Manager, Contact Centre, Adjudicative Processing & Industry Support provides leadership across multiple service and support functions, including the Claims Contact Centre, Claims Authorization and Adjudicative Processing, and Industry Support teams within the Employer Account Services & Claims Management Support Division.

In addition to ensuring stable operations and high-quality service delivery, this role plays a key part in leading change, advancing process and technology improvements, and connecting work across teams to broader system outcomes.

The successful candidate will be expected to navigate complexity across multiple areas, provide thoughtful leadership on operational and strategic initiatives, and contribute to shaping how services evolve to better support clients and partners.

This position reports to the Director, Claims Support, Dispute Resolution & Quality Assurance and works closely with leaders across the organization to improve processes, consistency, and outcomes.

Your responsibilities:

• Provide leadership and direction to supervisors and teams to deliver consistent, high-quality service aligned with divisional and corporate priorities.
• Oversee day-to-day operations across multiple functional areas, ensuring work is completed efficiently, consistently, and in alignment with service and quality expectations.
• Lead and influence cross-functional initiatives that span service areas, ensuring alignment with broader organizational priorities.
• Identify operational challenges and opportunities, translating insights into actionable improvements and recommendations.
• Support and lead the implementation of new tools, systems, and service approaches, including technology-enabled solutions, and guide teams through change.
• Act as a key contributor to business planning and decision-making, including development of business cases, presentations, and recommendations.
• Navigate competing priorities and ambiguity, balancing operational demands with longer-term improvement initiatives.
• Build strong relationships across the organization and with external partners to advance shared outcomes and ensure alignment.
• Foster a culture of accountability, continuous improvement, and employee engagement through coaching, feedback, and development.

Your experience and skills:

• Completion of post-secondary education in business, disability management, social sciences, rehabilitation, or a related field is preferred (degree or diploma). An MBA is an asset. Equivalent combinations of education and experience will be considered where candidates demonstrate intentional development through structured learning and ongoing professional growth.
• Several years of progressive leadership experience, ideally in complex operational or service delivery environments.
• Demonstrated ability to lead in multi-functional environments, balancing operational excellence with strategic thinking.
• Experience leading process improvement, service redesign, or technology-enabled change initiatives.
• Proven ability to develop clear, well-reasoned recommendations, business cases, and presentations for senior audiences.
• Strong judgement and ability to connect operational decisions to broader system impacts and organizational priorities.
• Ability to influence and build alignment across teams and stakeholder groups, including in situations without direct authority.
• Excellent problem-solving, communication, and interpersonal skills, with the ability to operate effectively in a fast-paced, evolving environment.
• Sound knowledge of workers’ compensation and case management principles is an asset.

Why this role matters:

This role is central to how WCB continues to evolve its service delivery model. It offers the opportunity to lead across multiple areas, influence how work is done, and contribute to meaningful improvements for workers, employers, and the system as a whole.

What we offer:

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from physical office and primary home residence) that foster a healthy work-life balance. Take the next great step in your career and help us change lives. For more information, please see our Employee Handbook

Salary:  $129,688.00 to $162,082.00 per annum (Salary Grade 15)

Successful candidate must reside in Alberta and be able to work in person from our Edmonton downtown office as required. Final candidates are required to undergo a security clearance as a condition of employment.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability.  Equal opportunity is provided in employment, promotions and wages.

Interested candidate please apply online by submitting a cover letter and resume.

Closing Date: May 14, 2026