Associate Manager, Claims

TechAlliance of Southwestern Ontario, London Economic Development Corporation; London; On-site; CAD 72,000 - 120,000; Full time

Benefits offered by this job

Career development benefits

Health & wellness benefits

Volunteer day

Job summary

Canada Life is seeking an Associate Manager for Health & Dental Claims Operations to lead Team Performance Leaders and direct operational teams across several head office sites. You will drive service, quality, and productivity while mentoring staff and advancing continuous improvement initiatives.

The role requires a collaborative, results-oriented leader with strong coaching skills and the ability to influence across the organization.

Qualifications

• Post-secondary education or equivalent combination of education and experience.
• Minimum 5 years of leadership experience in an operations environment, preferably involving Health & Dental claims.
• Demonstrated ability to lead teams through change and deliver results in a fast-paced environment.
• Proven experience coaching and developing employees and leaders.
• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Ability to build relationships and influence across multiple levels of the organization.
• Experience leading large, geographically dispersed teams.
• Lean, Continuous Improvement, or Operational Excellence experience.
• Advanced proficiency in Microsoft Office Suite and operational reporting tools.
• Experience interpreting operational metrics and translating insights into action plans.
• Reliability Status Security Clearance – this is required as a condition of employment before access to Protected B information; cost covered by Canada Life.

Responsibilities

• Lead, coach, and develop Team Performance Leaders and operational employees.
• Foster a culture of accountability, engagement, inclusion, and continuous improvement.
• Conduct regular performance discussions, career development conversations, and coaching activities.
• Support talent management, succession planning, and employee recognition initiatives.
• Effectively manage attendance, performance concerns, and employee relations matters.
• Deliver operational results across service, quality, productivity, and plan member experience metrics.
• Monitor workflow inventories and resource allocation to ensure service objectives are met.
• Analyze performance trends and identify opportunities to improve efficiency and effectiveness.
• Support the implementation of operational strategies and business initiatives.
• Lead and participate in productivity improvement projects and process optimization efforts.
• Partner with leaders across Claims, Contact Centre, Training, Quality, Plan Member Services, and Technology teams.
• Manage escalated plan member, provider, and business partner concerns.
• Support change management initiatives, technology enhancements, and process updates.
• Collaborate across departments to remove barriers and improve end-to-end claim processing outcomes.
• Ensure claims are adjudicated in accordance with policy provisions, guidelines, and procedures.
• Maintain focus on compliance, risk management, and quality assurance.
• Identify trends, risks, and opportunities through operational data and reporting.
• Promote consistent application of policies and business practices.

Skills

Leadership

Coaching

Analytical

Communication

Relationship-building

Change management

Team leadership

Lean/CI

MS Office

Reporting tools

Education

Post-secondary education

Tools

Microsoft Office Suite

Operational reporting tools

Job description

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As an Associate Manager within Health & Dental Claims Operations, you will play a critical leadership role in delivering an exceptional claim experience for our plan members while supporting a high-performing and engaged team. You will lead Team Performance Leaders and/or operational teams, ensuring service commitments, quality standards, productivity targets, and employee engagement objectives are consistently achieved.

This role requires a collaborative, results-oriented leader who can balance operational excellence with employee development, coaching, and continuous improvement initiatives. You will work closely with leaders across Health & Dental Operations to identify opportunities, solve complex business challenges, and drive sustainable performance outcomes.

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: London, Montreal, Regina and Winnipeg.

What you will do

Leadership & People Development

• Lead, coach, and develop Team Performance Leaders and operational employees.
• Foster a culture of accountability, engagement, inclusion, and continuous improvement.
• Conduct regular performance discussions, career development conversations, and coaching activities.
• Support talent management, succession planning, and employee recognition initiatives.
• Effectively manage attendance, performance concerns, and employee relations matters.

Operational Excellence

• Deliver operational results across service, quality, productivity, and plan member experience metrics.
• Monitor workflow inventories and resource allocation to ensure service objectives are met.
• Analyze performance trends and identify opportunities to improve efficiency and effectiveness.
• Support the implementation of operational strategies and business initiatives.
• Lead and participate in productivity improvement projects and process optimization efforts.

Business Partnership & Collaboration

• Partner with leaders across Claims, Contact Centre, Training, Quality, Plan Member Services, and Technology teams.
• Manage escalated plan member, provider, and business partner concerns.
• Support change management initiatives, technology enhancements, and process updates.
• Collaborate across departments to remove barriers and improve end-to-end claim processing outcomes.

Governance & Risk Management

• Ensure claims are adjudicated in accordance with policy provisions, administrative guidelines, and operational procedures.
• Maintain a strong focus on compliance, risk management, and quality assurance.
• Identify trends, risks, and opportunities through operational data and reporting.
• Promote consistent application of policies and business practices.

Required Qualifications

• Post-secondary education or equivalent combination of education and experience.
• Minimum 5 years of leadership experience in an operations environment, preferrably involving Health & Dental claims
• Demonstrated ability to lead teams through change and deliver results in a fast-paced environment.
• Proven experience coaching and developing employees and leaders.
• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Ability to build relationships and influence across multiple levels of the organization.
• Experience leading large, geographically dispersed teams.
• Lean, Continuous Improvement, or Operational Excellence experience.
• Advanced proficiency in Microsoft Office Suite and operational reporting tools.
• Experience interpreting operational metrics and translating insights into action plans.
• Reliability Status Security Clearance– this can only be completed with candidates who receive an offer of employment. This is a personal security status that isrequiredas a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by theGovernment of Canada website. The cost ofsubmittingthese checks will be covered by Canada Life.

- The base salary for this position is between $71,900 - $119,800 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’reunited by a shared purpose: to improve the financial,physicaland mental well-beingof Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’relooking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers,communitiesand each other.Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer:

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annuallytowardseducation reimbursement.
• Health & Wellness:Flexible health and dental benefits,plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation andpersonal days,we support communityinvolvement with avolunteer day.
• Financial Security:Company-matching pension plan,share ownership program andadditionalinvestment options.
• Rewards and Recognition:Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis onCommunity:We provide aworkplace whereemployeesfeel connected and supported throughEmployee Resource Groups (ERGs),mentorshipprograms,socialclubsandevents.

We’recommitted to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handledin accordance withapplicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.