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IA
Operational Director, Disability Claims
Posted last month
About the role
- Disability claims operations director leading national insurance teams for iA Financial Group. Driving adjudication quality, risk management, transformation, and client growth across Canada.
Responsibilities
- Lead disability claims operations and ensure consistent, high-quality service delivery nationally
- Lead regional disability operations with a harmonized national focus to achieve service, quality, financial, productivity, and client experience objectives
- Drive performance, accountability, consistency, and continuous improvement across teams
- Optimize processes, controls, operational leadership, and scalability
- Ensure sound and consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements
- Manage risk, governance, complex claims, appeals, and litigation support
- Monitor trends and performance to identify opportunities and mitigate risks
- Partner with stakeholders to implement transformation and modernization initiatives
- Ensure new processes, technology, and ways of working are adopted and embedded in daily operations
- Build and develop a high-performing leadership team and future-ready workforce
- Strengthen technical, leadership, and business capabilities; foster engagement, accountability, succession planning, and continuous learning
- Partner with stakeholders to deliver business objectives and strategic initiatives
- Act as a trusted operational leader in transformation and change efforts
- Champion a client-centric culture and enhance client and member experiences
- Support client retention and growth through exceptional service and differentiated disability solutions
- Represent the organization as a subject matter expert with clients, advisors, and industry stakeholders
- Use operational insights and market trends to enhance service delivery
- Ensure compliance with regulatory, audit, and governance requirements
- Use data and analytics to drive decisions, performance, and continuous improvement
- Oversee vendor and partner relationships to optimize quality, outcomes, and cost effectiveness
- Represent iA's disability management capabilities in client meetings, advisor sessions, sales presentations, and industry events
- Translate strategic initiatives into practical, sustainable operational improvements
Requirements
- 10+ years of progressive leadership experience within disability claims management, claims, or other related insurance operations
- Proven success leading large-scale operational teams in a complex, high service-driven environment
- Strong expertise in disability management, early intervention, proactive claims adjudication, rehabilitation, return-to-work practices, risk management, and regulatory requirements
- Demonstrated ability to deliver service, productivity, quality, and financial results through operational excellence and continuous improvement
- Experience leading transformational change, process optimization, and technology-enabled initiatives, including digital and AI solutions
- Strong business, financial, and analytical acumen, with the ability to leverage data and insights to drive performance and service outcomes
- Exceptional leadership, coaching, communication, and stakeholder management skills, with a track record of building high-performing teams and developing leaders
- Proven ability to influence outcomes, inspire and develop high performing teams, and navigate complex situations while fostering accountability, service excellence, and continuous improvement
- Proven ability to influence senior stakeholders, clients, and industry partners
- Advanced proficiency in both French and English, with daily verbal and written collaboration with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally
Benefits
- A work environment where learning and development merge with a collective pursuit of excellence
- AI is in everyone's hands, empowering you to increase your personal effectiveness while supporting the organization's growth
- A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed
- The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces
- Flexible group insurance plans
- Competitive retirement savings plan
- Employee share purchase plan
- Vacation program, wellness days, and personal development days
- Telemedicine services
- Employee and Family Assistance Program (EFAP)
- Ergonomic furniture program
- Performance bonus
- Discounts on iA products
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