Director, Business Delivery

TechAlliance of Southwestern Ontario, London Economic Development Corporation; Toronto; Hybrid; CAD 120,000 - 145,000; Full time

Benefits offered by this job

Career Development

Health & Wellness

Time Off

Financial Security

Rewards and Recognition

Emphasis on Community

Job summary

Canada Life is seeking a Director, Business Delivery to lead a national team across Canada Operations. You will establish a unified vision for process excellence, governance and knowledge management, guiding initiatives that enable automation, AI-enabled workflows and continuous improvement.

Reporting to the Vice-President, Shared Services, you will collaborate with Operations, Technology, Risk, Compliance, Legal and project teams to ensure regulatory alignment and scalable delivery.

Qualifications

• Significant leadership experience in operational excellence, business process management, knowledge management, quality assurance, transformation or shared services.
• Experience leading large or geographically dispersed teams through change, modernization and complex delivery priorities.
• A strong understanding of operations in financial services or another highly regulated industry, including governance, risk, controls and regulatory expectations.
• Experience designing or improving quality programs, process standards, performance measures and management reporting.

Responsibilities

• Lead a national, geographically dispersed team responsible for business process management, knowledge management, quality and operational enablement.
• Establish a unified vision, operating model and governance for process excellence, knowledge management and operational effectiveness across supported business areas.
• Partner with Operations, Technology, Risk, Compliance, Legal and project teams to assess business impacts and regulatory requirements.
• Translate strategic initiatives into sustainable processes, procedures and adoption plans.
• Advance end-to-end process management by harmonizing processes, reporting and tools.
• Establish governance structures, performance measures and reporting to monitor quality and outcomes.
• Lead evolution from document-focused practices to integrated knowledge and workflow solutions with AI-enabled search and lifecycle management.
• Identify opportunities to share technology and solutions across units to drive consistency.
• Prepare organization for automation while maintaining controls and responsible adoption.
• Advise senior leaders and align delivery with evolving customer and regulatory needs.
• Optimize resources and maintain reliable day-to-day service delivery.
• Lead, coach and develop managers and employees, fostering accountability and learning.

Skills

Leadership

Operational excellence

Process management

Knowledge management

Quality assurance

Transformation

Strategic thinking

Governance

Analytical skills

Communication

Tools

Workflow technologies

AI-enabled knowledge

Job description

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We are looking for a Director, Business Delivery. Exceptional customer, member and advisor experiences depend on strong operational foundations. The Director, Business Delivery leads a national team that turns operational knowledge into consistent, scalable and continuously improving ways of working across Canada Operations.

Reporting to the Vice-President, Shared Services, this role provides leadership for business process management, knowledge management, operational change enablement, process governance and continuous improvement. The portfolio supports Insurance, Wealth, Workplace Solutions, Claims, Contact Centres and Financial Operations.

The successful candidate will set a unified direction for process excellence and quality, strengthen governance and measurement, and prepare the organization for increased automation, workflow technologies and AI-enabled knowledge management.

What you will do

Lead a national, geographically dispersed team responsible for business process management, knowledge management, quality and operational enablement.

Establish a unified vision, operating model and governance approach for process excellence, knowledge management and operational effectiveness across supported business areas.

Partner with Operations, Technology, Risk, Compliance, Legal and project teams to assess business impacts, operational readiness, regulatory requirements and control needs.

Translate strategic and transformation initiatives into sustainable processes, procedures, quality programs, knowledge assets and adoption plans.

Advance end-to-end process management by finding opportunities to simplify, harmonize and standardize processes, reporting, tools and practices.

Establish practical governance structures, performance measures and management reporting to monitor quality, service commitments, business outcomes and continuous improvement.

Lead the evolution from document-focused practices to integrated knowledge and workflow solutions that improve accessibility, lifecycle management and reuse.

Identify opportunities to share technology, process and quality solutions across business units, using strong approaches already working elsewhere in the organization.

Build readiness for automation, intelligent workflow, AI-enabled search and future operating model changes while supporting appropriate controls and responsible adoption.

Advise senior leaders, influence priorities in a matrixed environment, and align business delivery with evolving customer, member, advisor and regulatory needs.

Optimize resources and create capacity for strategic work while maintaining reliable day-to-day service delivery.

Lead, coach and develop managers and employees, fostering accountability, collaboration, innovation, succession planning and continuous learning.

What you will bring

Significant leadership experience in operational excellence, business process management, knowledge management, quality assurance, transformation or shared services.

Experience leading large or geographically dispersed teams through change, modernization and complex delivery priorities.

A strong understanding of operations in financial services or another highly regulated industry, including governance, risk, controls and regulatory expectations.

Experience designing or improving quality programs, process standards, performance measures, service commitments and management reporting.

Knowledge of process improvement approaches such as Lean, Six Sigma, business process management or operational excellence frameworks.

Experience implementing workflow, process management, knowledge management, automation or related technology solutions.

An understanding of emerging capabilities such as AI-enabled knowledge, intelligent automation and digital process management, with the judgement to support responsible adoption.

The ability to translate strategy into clear operational outcomes, priorities, business cases and sustainable ways of working.

Strong analytical, problem-solving and decision-making skills, supported by a practical and data-informed approach.

Excellent communication, relationship-building and influencing skills, including experience advising senior leaders and working across complex, cross-functional environments.

A people-centred leadership style that builds high-performing teams, develops talent and creates an inclusive environment where employees can do their best work.

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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 and personal days, we support communityinvolvement with a volunteer day.


• Financial Security: Company-matching pension plan, share ownership program and additional investment options.


• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!


• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

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 handled in accordance with applicable laws and Canada Life policies.

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

#LI-Hybrid

Location

Toronto, ON, CA London, ON, CA Winnipeg, MB, CA

Date: Sep 3, 2026

The base salary for this position is between $120,000 - $145,000 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.