Revenue Operations Lead optimizing subscription sales, forecasting, and Salesforce processes for S&P Global’s 451 Research technology intelligence business.
About the role
- Manager leading quality audits, claims decision reviews, and strategic improvement projects for Medavie’s insurance operations. Guiding teams to improve service quality and customer outcomes.
Responsibilities
- Lead high-impact initiatives improving operational effectiveness, service quality, employee capability and customer outcomes across Life and Disability operations
- Lead a team of quality analysts and projects from concept through implementation
- Establish and lead a Quality Audit & Decision Review Team
- Develop decision-review methodologies, scoring frameworks and calibration processes
- Evaluate the quality, consistency and effectiveness of claim management and LTD, COD and MBP claim decisions
- Identify decision-making trends, risks, coaching opportunities and systemic issues
- Facilitate decision-calibration sessions with operational leaders and subject matter experts
- Report recommendations to leadership to strengthen decision quality, customer outcomes, risk management and operational effectiveness
- Monitor quality review findings and ensure corrective actions are implemented and sustained
- Collaborate with training teams to create materials and tools addressing quality gaps and trends
- Lead Life and Critical Illness Specialists
- Provide regular coaching and feedback
- Participate in engagement activities
- Focus on succession planning
Requirements
- Post-secondary education in Business, Health Administration, Project Management, Adult Education or a related field, or an equivalent combination of education and experience
- Experience leading cross-functional projects and process-improvement initiatives
- Experience in change management and stakeholder engagement
- Experience leading teams in disability or insurance operations
- Deep knowledge of disability management, insurance operations and claim adjudication principles, including LTD, COD and MPB products
- Expertise in quality assurance, decision quality assessment and calibration practices
- Strong analytical, critical thinking and problem-solving skills
- Experience with process mapping, root-cause analysis, continuous improvement methodologies and operational excellence frameworks
- Strong project management, planning and organizational capabilities
- Proven ability to influence stakeholders and drive change across cross-functional teams
- Excellent written and verbal communication skills
- Experience developing operational documentation, procedures, job aids, quality standards and training materials
- Strong facilitation, coaching and consultation skills
- Proficiency in data analysis, reporting and performance measurement
- Bilingualism in French and English; English proficiency is required
Benefits
- Health and dental coverage that is 100% employer paid from day one
- Wellness benefits
- Health resources
- Fitness center discounts
- Flexible work environment supporting work–life balance
- Robust professional development opportunities, including leadership programs, ongoing learning, and career growth pathways
- Collaborative and inclusive culture
- Performance-based incentive programs for eligible employees
- Accommodations or adjustments during recruitment
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