Vice President, Service Excellence

  • Full Time
  • Halifax

WCB Nova Scotia

Vice President, Service Excellence

It’s a time of incredible opportunity for The Workers’ Compensation Board of Nova Scotia (WCB), as the organization embarks on a transformational path, guided by a new strategic plan founded in a simple vision – to protect the Nova Scotia workforce. As the VP, Service Excellence, you could play a leadership role in that future success. You would provide leadership to WCB’s Central Services, Business Excellence, and Health Services teams to improve return to work and service outcomes for workers and employers in Nova Scotia. As we focus on service improvement and better outcomes for the workforce of tomorrow. Leveraging significant investments in people, processes, and technology over the past several years, we are committed to working differently in the future to drive greater service experience, innovation, opportunity, and outcomes for Nova Scotians.

About the Workers’ Compensation Board of Nova Scotia
WCB is the province’s provider of workplace injury insurance. We inform and inspire Nova Scotians in the prevention of workplace injury. But if it occurs, we support those whose lives it touches by championing a timely return to safe and healthy work. We also provide caring, compassionate support in the wake of workplace tragedy. Our employees describe the culture as Collaborative, Evolving, Service-Minded and Team-Focused.

About the Role
Reporting to the Chief Operating Officer, the Vice President, Service Excellence contributes to the overall success of the WCB by providing leadership and direction to the WCB’s Central Services (including Long Term Benefits, Claims Administration and Support Services, and the Integrated Service Centre); Business Excellence (including Business Excellence, Internal Appeals and Customer Experience); and Health Services teams to improve return to work and service outcomes for workers and employers of Nova Scotia.

Working with the Chief Operating Officer, the VP, Service Excellence contributes to positive Return to Work (RTW) outcomes by maximizing business efficiency and effectiveness to enable and deliver exceptional service to workers and employers in supporting return to work following a workplace injury.

Working with the Chief Operating Officer, the VP, Service Excellence is responsible for developing, executing, and monitoring improvements to programs and services within this portfolio to enable improved outcomes in return to work, achieving the return-to-work targets defined in the current Strategic Plan.

This includes monitoring of key performance indicator targets from the Strategic Plan and establishing, monitoring, and managing key operating indicators and targets across the department.

The VP, Service Excellence sets direction provides oversight and strategic management of the service teams within their portfolio. They understand key business drivers and emerging trends to ensure WCB is effectively meeting and advancing client service needs to achieve the organization’s Strategic Plan objectives and targets.

Deliverables in the first 6 months of the role :
Fill the Director complement on the team, resource the teams as appropriate.
Support the development and implement the Return to Work Evolution Project phase 3 (RTW – First 30 days) changes in the Central Services teams.
Complete phase 2 of the LTB reimagined project (within scope, on time and on budget) and develop phase 3 project plan for implementation in 2025.
Working with the GPI project team, implement changes to be piloted in the WCB’s Internal Appeals process for Gradual Psychological Injury appeals.
Explore and begin to develop plan for the technology improvement requirements to improve service within the Service Excellence teams.
Achieve the return-to-work and exceptional service 2024 key performance indicator targets and key operating indicator targets across the Service Excellence teams.

Your Experience & Skills
An undergraduate degree in health, sciences, social sciences, business, public or health administration. A master’s degree in any of these fields is an asset.
Successful completion of continued professional development programs in leadership or executive development.
5-7 years of progressively, responsible leadership positions.
Extensive experience in workers’ compensation management, with a focus on claims services, return-to-work, and health care programs, including an in-depth knowledge of Canadian workers’ compensation legislation, regulations, and best practices.

We offer a competitive compensation package ranging from $130,993 – $163,743.

Application Details
Please email your resume and cover letter to

[email protected]


4pm on May 21, 2024. In the subject line of your email, please quote competition number: JV 87-24 EXT Vice President, Service Excellence.

We thank all candidates for their interest. Selected candidates will be contacted to participate in interviews. Please note: WCB is required to check all employment references before presenting an offer to the successful candidate.

Diverse & Inclusive Workplace
The WCB Nova Scotia is an equal opportunity employer, committed to an inclusive workplace culture and an accessible work environment where diversity thrives.

The WCB Nova Scotia is the province’s provider of workplace injury insurance. Our people are safety champions with a caring, compassionate and can-do-attitude. At the WCB Nova Scotia, every employee is an important contributor to our organization’s corporate goals. We strive to advance our inclusive workplace culture by weaving the social, cultural, visible, and invisible differences of our employees into our way of work. We also take inspiration from the diverse communities we serve across Nova Scotia.

We have adopted a foundational Inclusive Workplace Policy that strives to build upon our core values of safety, care and compassion. We stay in practice to increase our cultural competency and strengthen our relationships with community.

The WCB Nova Scotia is committed to an inclusive recruitment process and workplace that is accessible and accommodating to individuals with disabilities and other protected characteristics to support their full participation in the recruitment process and workplace.​

Accommodation Request
WCB Nova Scotia is an equal opportunity employer that is committed to working with job candidates and employees to request reasonable accommodation in a confidential manner. ​

To request accommodation, please contact the Human Resource team by email at [email protected]. All information received will be kept confidential.

To learn more about WCB Nova Scotia, visit or connect with us on LinkedIn.