Manager, Operational Excellence & Strategic Projects

Guardian Ambulance; Canada; On-site; CAD 110,000 - 140,000; Full time

Job summary

Medavie in Canada seeks a Manager of Operational Excellence & Strategic Projects to lead high-impact initiatives across Life and Disability operations. You will manage a team of quality analysts, coordinate with Operations, Quality Services, Training, and drive improvements from concept to implementation.

The role emphasizes quality assurance, decision quality assessment, change management and stakeholder engagement to elevate customer outcomes and business performance.

Qualifications

• Post-secondary education in Business, Health Administration, Project Management, Adult Education or related field.
• Experience leading cross-functional projects and process-improvement initiatives.
• Strong leadership with ability to translate insights into measurable improvements.

Responsibilities

• Lead high-impact initiatives that improve operational effectiveness and customer outcomes.
• Manage a team of quality analysts from concept through implementation.
• Collaborate with Operations, Quality Services and Training to address quality gaps.
• Develop decision-review methodologies, scoring frameworks and calibration processes.
• Provide reporting and actionable recommendations to leadership.

Skills

Leadership

Project management

Cross-functional collaboration

Change management

Data analysis

Education

Post-secondary degree in Business or Health Administration

Job description

Position Type: Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

The Manager, Operational Excellence & Strategic Projects is responsible for leading high-impact initiatives that improve operational effectiveness, service quality, employee capability and customer outcomes across Life and Disability operations. Working closely with Operations, Quality Services, Business Analysts, Technical Writers, Training and other key stakeholders, this role leads a team of quality analysts and projects from concept through implementation and ensures sustainable improvements aligned with organizational priorities.

What You'll Do:

Quality Audit & Decision Review Program

• Establish and lead a Quality Audit & Decision Review Team responsible for evaluating the quality, consistency and effectiveness of ongoing claim management, and LTD, COD and MBP claim decisions.
• Develop decision-review methodologies, scoring frameworks and calibration processes to assess both technical accuracy and quality of judgment.
• Identify decision-making trends, risks, coaching opportunities and systemic issues requiring operational, training or process improvements.
• Facilitate regular decision-calibration sessions with operational leaders and subject matter experts to promote consistency and best practices across teams.
• Provide reporting and actionable recommendations to leadership to strengthen decision quality, customer outcomes, risk management and operational effectiveness.
• Monitor the impact of quality review findings and ensure corrective actions are implemented and sustained.
• Collaborate with the training team to ensure that training and coaching material/tools are created to help improve the identified quality gaps/trends.

Life and Critical Illness Operations

Critical Illness and Life Claims Management

• Lead a team of Life and Critical Illness Specialists.

People Leadership

• Provide regular coaching and feedback.
• Participate in Engagement Activities.
• Focus on succession planning.

What You Bring:

Post-secondary education in Business, Health Administration, Project Management, Adult Education or a related field, or an equivalent combination of education and experience.

Business-driven and people-oriented leadership capabilities that ensure high performance, create exceptional employee experiences, and support Medavie's culture.

Experience leading cross-functional projects and process-improvement initiatives.

Experience in change management and stakeholder engagement.

This role is ideally suited for an experienced disability or insurance leader who is passionate about quality, operational excellence and continuous improvement. The successful candidate combines strong people leadership with strategic thinking and possesses the ability to translate operational insights into meaningful improvements that enhance decision quality, customer outcomes and business performance. They are equally comfortable leading a team, influencing senior stakeholders, challenging the status quo and driving cross-functional initiatives that deliver measurable results.

Strong leadership skills with the ability to build, develop and inspire high-performing quality and audit teams.

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