Manager, Policy Services

Canada Life; Montreal; On-site; CAD 103,000 - 144,000; Full time

Benefits offered by this job

Career development

Health & wellness

Time off

Financial security

Rewards & recognition

Community

Job summary

Canada Life is seeking a Manager, Policy Services to lead teams responsible for the administration and maintenance of employer-sponsored benefit plans. You will drive service quality, efficiency and financial results while developing leaders and guiding employees through change.

This role reports to the Director, Policy Services and requires strong leadership, collaborative skills and a focus on customer outcomes across Canada. A university degree and advanced Excel/Office skills are expected.

Qualifications

• 8–10 years of leadership in a customer-focused operations environment.
• Experience coaching leaders and managing team performance.
• Ability to lead through change while maintaining service and engagement.
• Strong judgment to assess risks and make decisions.
• Experience using service, quality, productivity and financial data to manage operations.
• Excellent relationship-building across teams and business areas.
• Clear written and verbal communication skills.
• Ability to prioritize in a changing environment.

Responsibilities

• Lead and develop people by coaching leaders and setting clear expectations.
• Manage groups for installations, plan administration, plan maintenance and related services.
• Ensure service standards, quality, productivity, cycle time and accuracy; use performance data to drive improvements.
• Make timely decisions balancing customer needs, employee considerations and risks.
• Manage departmental expenses and contribute to budget planning and monitoring.
• Collaborate with Workplace Benefits and partner teams to resolve issues and deliver coordinated solutions.
• Identify and implement improvements to processes and service delivery; support strategic initiatives.

Skills

Leadership

Coaching

Change management

Risk assessment

Data-driven decisions

Relationship building

Communication

Prioritization

MS Office suite

Education

Bachelor's degree in business/commerce/leadership

Tools

Excel

PowerPoint

Outlook

Teams

Word

Job description

Permanent Full Time

Canada Life is looking for a Manager, Policy Services to lead teams responsible for the administration and maintenance of employer-sponsored benefit plans.

Policy Services supports plan sponsors, advisors, plan members and business partners across Canada. The team helps ensure benefit plans are implemented and maintained accurately and that customers receive timely, dependable service throughout the life of their plans.

Reporting to the Director, Policy Services, you will be responsible for leading people, managing operations, and delivering results. You will be responsible for service, quality, productivity and financial results while developing leaders and supporting employees through change.

What You Will Do

Lead and develop people

• Coach and develop leaders so they can make decisions, manage performance and support their teams.
• Set clear expectations and reinforce accountability.
• Create an environment where employees receive feedback, build their skills and understand how their work contributes to customer outcomes.
• Support employees and leaders through changes in priorities, processes and business needs.

Manage operations

• Lead teams responsible for new group installations, group benefit plan administration, plan maintenance, plan amendments, and related operational services.
• Manage service standards, quality, productivity, cycle time and accuracy.
• Use operational data and performance trends to identify issues, set priorities and improve results.
• Make timely decisions that balance customer needs, employee considerations, business priorities and operational risks.
• Manage departmental expenses and contribute to budget planning and monitoring.

Improve customer and business outcomes

• Work with leaders and partners across Workplace Benefits and other business areas to resolve issues and deliver coordinated solutions.
• Identify and implement practical improvements to processes and service delivery.
• Support strategic and operational initiatives within Policy Services.
• Ensure the needs of plan sponsors, advisors, plan members and internal partners are considered in decisions.
• Strengthen collaboration across Policy Services and its partner teams.

What You Will Bring

• Significant leadership experience, typically gained through 8-10 years of progressively responsible leadership roles in a customer-focused operational environment.
• Experience coaching leaders, developing employees and managing team performance.
• The ability to lead through change while maintaining service and employee engagement.
• Sound judgment and the ability to assess risks, understand impacts and make decisions.
• Experience using service, quality, productivity and financial information to manage operations.
• Strong relationship-building skills and the ability to work across different teams and business areas.
• Clear written and verbal communication skills.
• The ability to manage competing priorities in a changing environment.
• A university degree in business, commerce, leadership or a related field, or an equivalent combination of education and relevant experience.
• Proficiency with Excel, PowerPoint, Outlook, Teams and Word, including the ability to use data and reporting to support business decisions.

Experience in one or more of the following areas would be an asset

• Workplace Benefits
• Insurance or financial services
• Shared services
• Customer operations
• Policy or benefits administration
• Process improvement and operational performance management
• Leading teams in a complex service environment
• Working in both English and French

Other Requirements

• You must be able to obtain Reliability Status security clearance.
• Travel may be required.

Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.

The base salary for this position is between $103,000 - $144,300 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’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and 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 annually towards education 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 community involvement with a volunteer day.
• Financial Security:Company-matching pension plan,share ownership program and additionalinvestment 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.

Learn more about Canada Life.

We’re committed 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