Operational Director, Disability Claims

Jobtailor; Montreal (administrative region); On-site; CAD 170,000 - 210,000; Full time

Job summary

iA Financial Group is seeking a senior operations leader to direct national disability claims and regional activities across Canada. You will drive performance, enforce high service standards, and ensure compliant adjudication while guiding modernization initiatives.

The role requires mastering French and English in cross-border collaboration. You will build a high-performing team, partner with stakeholders, and leverage data to shape strategy, risk management, and client outcomes.

Qualifications

• 10+ years of progressive leadership experience within disability claims management, claims, or other related insurance operations.
• Proven success leading large-scale operational teams in a complex, high service-driven environment.
• Strong expertise in disability management, early intervention, proactive claims adjudication, rehabilitation, return-to-work practices, risk management, and regulatory requirements.
• Demonstrated ability to deliver service, productivity, quality, and financial results through operational excellence and continuous improvement.
• Experience leading transformational change, process optimization, and technology-enabled initiatives, including digital and AI solutions.
• Strong business, financial, and analytical acumen, with the ability to leverage data and insights to drive performance and service outcomes.
• Exceptional leadership, coaching, communication, and stakeholder management skills, with a track record of building high-performing teams and developing leaders.
• Proven ability to influence outcomes, inspire and develop high performing teams, and navigate complex situations while fostering accountability, service excellence, and continuous improvement.
• Proven ability to influence senior stakeholders, clients, and industry partners.
• Advanced proficiency in both French and English, with daily verbal and written collaboration with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally.

Responsibilities

• Lead disability claims operations and ensure consistent, high-quality service delivery nationally.
• Lead regional disability operations with a harmonized national focus to achieve service, quality, financial, productivity, and client experience objectives.
• Drive performance, accountability, consistency, and continuous improvement across teams.
• Optimize processes, controls, operational leadership, and scalability.
• Ensure sound and consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements.
• Manage risk, governance, complex claims, appeals, and litigation support.
• Monitor trends and performance to identify opportunities and mitigate risks.
• Partner with stakeholders to implement transformation and modernization initiatives.

Skills

Disability Claims Management

Operational Excellence

Transformational Change

Data-Driven Decisions

Bilingual Communication

Leadership

Tools

Digital Solutions

AI Solutions

Job description

• Lead disability claims operations and ensure consistent, high-quality service delivery nationally
• Lead regional disability operations with a harmonized national focus to achieve service, quality, financial, productivity, and client experience objectives
• Drive performance, accountability, consistency, and continuous improvement across teams
• Optimize processes, controls, operational leadership, and scalability
• Ensure sound and consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements
• Manage risk, governance, complex claims, appeals, and litigation support
• Monitor trends and performance to identify opportunities and mitigate risks
• Partner with stakeholders to implement transformation and modernization initiatives
• Ensure new processes, technology, and ways of working are adopted and embedded in daily operations
• Build and develop a high-performing leadership team and future-ready workforce
• Strengthen technical, leadership, and business capabilities; foster engagement, accountability, succession planning, and continuous learning
• Partner with stakeholders to deliver business objectives and strategic initiatives
• Act as a trusted operational leader in transformation and change efforts
• Champion a client-centric culture and enhance client and member experiences
• Support client retention and growth through exceptional service and differentiated disability solutions
• Represent the organization as a subject matter expert with clients, advisors, and industry stakeholders
• Use operational insights and market trends to enhance service delivery
• Ensure compliance with regulatory, audit, and governance requirements
• Use data and analytics to drive decisions, performance, and continuous improvement
• Oversee vendor and partner relationships to optimize quality, outcomes, and cost effectiveness
• Represent iA's disability management capabilities in client meetings, advisor sessions, sales presentations, and industry events
• Translate strategic initiatives into practical, sustainable operational improvements

Requirements

• 10+ years of progressive leadership experience within disability claims management, claims, or other related insurance operations
• Proven success leading large-scale operational teams in a complex, high service-driven environment
• Strong expertise in disability management, early intervention, proactive claims adjudication, rehabilitation, return-to-work practices, risk management, and regulatory requirements
• Demonstrated ability to deliver service, productivity, quality, and financial results through operational excellence and continuous improvement
• Experience leading transformational change, process optimization, and technology-enabled initiatives, including digital and AI solutions
• Strong business, financial, and analytical acumen, with the ability to leverage data and insights to drive performance and service outcomes
• Exceptional leadership, coaching, communication, and stakeholder management skills, with a track record of building high-performing teams and developing leaders
• Proven ability to influence outcomes, inspire and develop high performing teams, and navigate complex situations while fostering accountability, service excellence, and continuous improvement
• Proven ability to influence senior stakeholders, clients, and industry partners
• Advanced proficiency in both French and English, with daily verbal and written collaboration with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally

Core Competencies

Demonstrates extensive leadership in disability claims management, focusing on operational excellence, process optimization, and client-centric service delivery. Leverages strong analytical acumen and bilingual communication skills to drive performance and foster high-performing teams.

Highest-signal resume keywords

• Disability Claims Management
• Operational Excellence
• Transformational Change Leadership
• Data-Driven Decision Making
• Bilingual Communication

Hard Skills

• Claims Adjudication
• Risk Management
• Process Optimization
• Financial Acumen
• Data Analytics
• Rehabilitation Practices
• Return-to-Work Practices
• Continuous Improvement
• Digital Solutions
• AI Solutions

Soft Skills

• Leadership
• Coaching
• Stakeholder Management
• Communication
• Influencing

Industry Keywords

• Disability Management
• Client Experience
• Governance
• Compliance
• Service Delivery
• Operational Leadership
• High Service-Driven Environment
• Transformation Initiatives
• Vendor Management
• Market Trends