Strategy and operations manager running cadence, metrics, contracts, and risk for FutureFit AI. Supporting leadership decisions at a SaaS/AI workforce development company.
About the role
- Director leading Assurant’s Canadian claims operations across insurance and protection products. Modernizing high-volume claims through automation, scalable processes, and performance management.
Responsibilities
- Lead end-to-end claims operations and support functions to achieve service, quality, productivity, and financial objectives
- Drive operational excellence through process simplification, automation, robotics, KPI management, and continuous improvement
- Build scalable operating models to support business growth and increasing claim volumes
- Monitor performance metrics and use data-driven insights to improve customer outcomes and operational effectiveness
- Ensure compliant, accurate, and consistent claims adjudication practices
- Partner with internal stakeholders, clients, and vendors to solve complex issues and enhance service delivery
- Lead, coach, and develop managers and supervisors while fostering accountability and a high-performance culture
- Champion organizational change initiatives and influence stakeholders across the business
- Report to the AVP, Canadian Operations
- Shape the future operating model and drive automation and continuous improvement initiatives
Requirements
- Minimum of 5 years of claim administration leadership experience managing managers and multi-level operational teams
- Progressive experience in claims operations, claims administration, or a related high-volume service environment
- Expertise in claims operations and operational performance management
- Experience driving process improvement, automation, transformation, and change initiatives
- Ability to analyze performance metrics and translate insights into business results
- Excellent communication, stakeholder management, and influencing skills
- Bachelor's degree or an equivalent combination of education and relevant experience
- Preferred: experience in travel insurance, creditor insurance, embedded benefits, employee benefits, life insurance, healthcare claims, or P&C claims operations
- Preferred: professional designations such as CIP, FCIP, or related certifications
- Preferred: experience supporting contact center or customer service operations
- Employment contingent upon completion of a required identity verification process, which may include biometric technology where permitted by applicable law
Benefits
- Virtual work arrangement
- Salary growth within the position
- Opportunity for significant visibility and strategic impact
- Ability to shape how claims operations scale for future growth
- Leadership development opportunity
- Virtual interviews conducted on video
- Identity verification process and biometric technology where permitted by law
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