Colleen Fardoe
Winnipeg,Canada
Summary
Bilingual professional with strong leadership skills and a proven track record in absence and disability management. Experienced in overseeing teams, ensuring service delivery, and fostering client relationships. Committed to creating inclusive environments that support team success and client satisfaction.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work history
Bilingual Director – Absence Management Client Experience & Operations
TELUS Health
Winnipeg, Manitoba
07.2021 - 06.2025
- Manage team of up to 50 employees, in leadership and front-line roles, as direct reports; oversee and evaluate performance, provide coaching, facilitate goal-setting, perform quality assurance reviews and ensure Key Performance Indicators are met.
- Responsible to main or grow client portfolio representing 3.8 million in annual revenue.
- Oversee all recruitment, onboarding and training activities for Canadian Absence & Disability Management operations
- Monitor metrics and outcomes to ensure optimal distribution of work and facilitate successful service delivery to diverse client group.
- Facilitate regular team meetings, as well as regular training, to ensure team members are up-to-date on all new or changed processes and procedures, thus able to perform their job duties with accuracy and efficiency.
- Create, support and sustain diverse environment that enables team members to achieve results and prepare for future career advancement.
- Develop and maintain strong, loyal client relationships at all levels within client organization to serve as basis for partnership, as well as promotion and enhancement of product utilization.
- Deliver exceptional client experience through focused, responsive and transparent communication, creating high levels of client engagement and advocacy.
- Act as strategic partner, providing consultation and guidance around best practices to ensure clients are empowered to achieve their goals.
- Collaborate with internal stakeholders to ensure exceptional service and program delivery that aligns with client-specific strategic goals.
- Observe and report on trends and experience, both to internal stakeholders and clients, to ensure solution optimization.
- Act as client advocate and routinely propose new solutions to address needs in manner that adds value.
- Lead projects, liaising with internal and external stakeholders to ensure buy-in, drive ongoing engagement, ensure timelines are met and issues are driven to successful closure.
- Lead contract negotiations, with goal of retaining clients and maintaining profitability.
- Oversee technology projects, including HRIS feeds, pay feeds and SaaS solutions.
- Oversee technology projects, including HRIS feeds, pay feeds and SaaS solutions.
- Engage and liaise with strategic business partners including consultants, legal counsel and other key stakeholders in technical and highlight specialized or complex areas of claims evaluation to support organizational success.
Bilingual Operations Manager – Absence & Disability Management
LifeWorks (formerly Morneau Shepell)
Winnipeg, Manitoba
02.2019 - 06.2021
- Manage team of up to twenty front-line employees as direct reports; oversee and evaluate performance, provide coaching, facilitate goal-setting, perform quality assurance reviews and ensure Key Performance Indicators are met.
- Sustain service levels above 90% consistently to align with contractual requirement.
- Provide strategic leadership, administrative oversight and policy interpretation regarding self-insured absence management programs and accommodations in accordance with policies, legislation and industry best practices across Canada to mitigate and minimize risk
- Oversee review and establishment of claim policies, procedures, and standards to ensure alignment with organisational vision, as well as legislation.
- Support claim management in resolving complex cases.
- Respond to escalated issues, customer complaints and concerns elevated from supervisory staff for resolution at management level.
- Monitor metrics and outcomes to ensure optimal distribution of work and facilitate successful service delivery to diverse client group.
- Facilitate regular team meetings, as well as regular training, to ensure team members are up-to-date on all new or changed processes and procedures, thus able to perform their job duties with accuracy and efficiency.
- Create, support and sustain diverse environment that enables team members to achieve results and prepare for future career advancement.
Bilingual Senior Disability Case Manager
Health and Productivity Solutions - Morneau Shepell
Vancouver, British Columbia
02.2015 - 01.2019
- Manage large case load of up to 220 short term disability, long term disability and medical monitoring files
- Ensure service levels are met at minimum of 90%, regardless of case load.
- Act as liaison between employees and other stakeholders to explain disability management process, ensure buy-in from all parties and gather required information for case assessments
- Conduct case assessments for complex cases, primarily involving mental health conditions and addictions, reviewing medical information to determine eligibility for disability benefits based on contract stipulations
- Develop and document management plans tailored to each individual case that addresses all factors which may inhibit successful return to work
- Facilitate return to work planning to ensure safety, sustainability
Education
Integrated Disability Management Certificate - Disability Management
University of Fredericton
Fredericton, New Brunswick 02.2015 - 02.2015
Certified Employee Benefits Specialist (CEBS) - Canadian Group Life and Health Primer Course
Dalhousie University
Halifax, Nova Scotia 10.2010 - 04.2011
Bachelor of Fine Arts - Creative Writing
University of British Columbia
Vancouver, British Columbia 09.2003 - 05.2007
Skills
- Proven record of developing, mentoring and fostering highly engaged, high performing teams in fast-paced work environment
- Strong leadership skills and personal accountability Ability to perform at high level and lead by example, motivating others to heighten their performance standards
- Demonstrated ability to analyze information from various sources, quickly identify patterns and trends, establish root cause and develop creative solutions
- Ability to quickly develop and maintain strong, trust-based working relationships with internal and external stakeholders that drive successful collaboration
- Adaptable to frequent interruptions, conflicting priorities, urgent requests and tight deadlines
References
Available upon request
Languages
English
Native
French
Fluent
Spanish
Intermediate
Italian
Intermediate
Timeline
Bilingual Director – Absence Management Client Experience & Operations
TELUS Health
07.2021 - 06.2025
Bilingual Operations Manager – Absence & Disability Management
LifeWorks (formerly Morneau Shepell)
02.2019 - 06.2021
Integrated Disability Management Certificate - Disability Management
University of Fredericton
02.2015 - 02.2015
Bilingual Senior Disability Case Manager
Health and Productivity Solutions - Morneau Shepell
02.2015 - 01.2019
Certified Employee Benefits Specialist (CEBS) - Canadian Group Life and Health Primer Course
Dalhousie University
10.2010 - 04.2011
Bachelor of Fine Arts - Creative Writing
University of British Columbia
09.2003 - 05.2007
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