Director, Insurance Operations

CI Financial

Toronto

On-site

CAD 93,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Modern HQ near Union Station

Training Reimbursement

Paid Professional Designations

Employee Savings Plan (ESP)

Corporate Discount Program

Enhanced group benefits

Parental Leave Top-up

Paid time off for volunteering

Job summary

CI Financial seeks a Director of Insurance Operations to lead the modernization and ongoing performance of Canada’s individual life insurance Operations function. You will drive daily service, carrier advocacy, and a structured operating model while guiding a capable team through substantial change.

The role requires deep knowledge of Canadian life insurance products and underwriting, with a track record of delivering process, data, and technology improvements that sustain results.

Qualifications

7+ years of progressive experience in Canadian individual life insurance Operations.
Minimum 3 years in a formal operational people-leadership role with direct accountability for people, workload, service quality, capacity, priorities, and escalations.
Strong knowledge of Canadian individual life insurance products, carrier practices, application processing, underwriting requirements, medical and financial evidence, issue, delivery, placement, and in-force servicing.
Proven experience modernizing an operation while maintaining daily service.
Experience implementing process, service, data, or technology improvements with sustained adoption and measurable results.
Bilingual English and French capability is preferred but not required.

Responsibilities

Lead the daily performance and modernization of Insurance Operations.
Assess current services, processes, systems, operational data, capacity, and cross-functional handoffs.
Lead development and phased implementation of the future operating model aligned with growth and client-service priorities.
Build Operations Intelligence from pipeline progression, aging, service levels, capacity, carrier performance, and financial information.
Strengthen case ownership, underwriting follow-up, carrier advocacy, escalation, delivery, placement, and oversight of complex cases.
Design differentiated advisor and in-force service models with enhanced support where internal involvement adds value.
Define operational technology, data, automation, and self-service requirements with Technology teams and vendors.
Deliver improvements within the current environment while modernization proceeds.
Assess future capability requirements and team design to deliver the operating model.

Skills

Life insurance operations

People leadership

Data & analytics

Process improvement

Vendor/Tech collaboration

Education

CLU / MBA credentials (assets)

Job description

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

CI Financial is seeking a Director, Insurance Operations to lead the modernization and ongoing performance of our Canadian individual life insurance Operations function.

This role combines daily operational leadership with a significant transformation mandate. You will strengthen case progression and carrier advocacy, build actionable Operations Intelligence, improve operational data and technology, develop differentiated advisor service, and lead an established team through sustained change.

This opportunity is suited to an insurance operations leader who has personally delivered meaningful change while remaining accountable for people, service quality, and daily results.

What You Will Do:

Lead the daily performance and modernization of Insurance Operations.
Assess current services, processes, systems, operational data, capacity, and cross-functional handoffs.
Lead the development and phased implementation of an approved future operating model aligned with CI's insurance growth, advisor-support, and client-service priorities.
Build Operations Intelligence that turns pipeline progression, aging, service levels, capacity, carrier performance, and financial information into clear actions and decision-ready recommendations.
Strengthen case ownership, underwriting follow-up, carrier advocacy, escalation, delivery, placement, and oversight of complex, high-value, or aging cases.
Develop practical pre-submission navigation and complex-case routing while preserving clear boundaries between operational support, insurance advice, and underwriting authority.
Design differentiated advisor and in-force service models, including enhanced support where internal involvement adds meaningful value.
Define operational technology, data, automation, and self-service requirements in partnership with Technology teams and vendors.
Deliver practical improvements within the current operating environment while longer-term modernization work proceeds.
Assess future capability requirements and recommend the team design, development priorities, and resources required to deliver the approved operating model.

Specific modernization priorities, sequencing, performance measures, and resource requirements will reflect the operating baseline, business priorities, available resources, and appropriate approval processes.

What You Bring:

At least 7 years of progressive experience specifically in Canadian individual life insurance Operations, including a minimum of 3 years in a formal operational people-leadership role with direct accountability for people, workload, service quality, capacity, priorities, and escalations.
Strong knowledge of Canadian individual life insurance products, carrier practices, application processing, underwriting requirements, medical and financial evidence, issue, delivery, placement, and in-force servicing.
Proven experience modernizing an operation while continuing to deliver effective daily service.
Experience implementing meaningful process, service, data, or technology improvements that achieved sustained adoption and measurable results.
Strong analytical and commercial judgment, including the ability to challenge incomplete data, establish credible measures, and translate findings into action.
Practical experience defining business requirements and working with Technology teams or vendors through assessment, testing, implementation, adoption, and post-launch improvement.
Experience leading an established team through material change with respect, clarity, and accountability.

Bilingual English and French capability is preferred but not required. CLU, MBA, or relevant insurance, business, operations, technology, or change-management credentials are considered assets.

What Will Make You Successful

You are equally comfortable reviewing an aging case queue, challenging unreliable reporting, working with carriers, coaching experienced employees, and presenting recommendations to senior leadership.
You can modernize an operation without losing control of daily service.
You create useful intelligence from imperfect data rather than waiting for perfect systems.
You simplify and clarify processes before attempting to automate them.
You respect institutional knowledge while challenging practices that no longer serve the business.
You understand that launching a change is not the same as achieving sustained adoption.

Why This Role Is Different

This role combines leadership of an established operation with the opportunity to define and implement its next stage.
You will help build stronger operational intelligence, improve case progression, modernize technology and data, develop differentiated service, and strengthen the capabilities required for the future.
Candidates may currently hold a Director or Senior Manager role. Demonstrated scope, operational accountability, and evidence of sustained delivery will matter more than current title or employer type.
Relevant experience may come from an MGA, national insurance account, life insurer, wealth-management insurance operation, or insurance transformation role with prior operational accountability.

The Operating Model You Will Help Build

The role will help establish stronger operational visibility, case ownership and escalation, differentiated advisor support, practical pre-submission navigation, and priority process and data improvements.
The specific sequence will reflect the operating baseline, business priorities, cross-functional dependencies, and approved resources. Success will be visible in how the operation performs, how the team works, and how consistently improvements are used in daily practice.

Work Arrangement

Occasional travel may be required based on business needs.
This role follows our in office work model and requires employees to be onsite four days per week to support collaboration and business needs.

This opportunity is for an existing vacancy with the company. Theanticipatedbase salary range for this position is$93,000to $130,000. Exactsalary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a bonus program. In addition, The Company offers a variety of benefits to eligible employees, including health insurance coverage, wellness programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.

CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice. Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential. Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI.

A Supportive Environment for Success

We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally.

WHAT WE OFFER