Operational Director, Disability Claims

Industrial Alliance Insurance and Financial Services Inc; Toronto; On-site; CAD 180,000 - 240,000; Full time

Job summary

Industrial Alliance Insurance and Financial Services Inc. is seeking a Director, Group Disability Claims Operations to lead Canada-wide disability claims operations.

You will drive performance, quality, and client experience while guiding transformation, technology adoption, and risk management across multiple sites, including Toronto and Montreal. The role requires a strong leadership track record in disability management, strategic collaboration with stakeholders, and a commitment to

Qualifications

• 10+ years of progressive leadership in disability claims management.
• Experience leading large operational teams in complex insurance operations.
• Expertise in disability management, early intervention, claims adjudication, rehabilitation, and return-to-work.
• Ability to deliver service, productivity, quality and financial results through continuous improvement.
• Experience leading transformational change and technology-enabled initiatives, including digital and AI solutions.

Responsibilities

• Lead national disability operations with a harmonized focus to meet service, quality, financial, productivity, and client experience objectives.
• Drive performance, accountability, consistency, and continuous improvement across teams.
• Oversee governance, risk oversight, and regulatory compliance in claims operations.
• Partner with executives to implement transformation and modernization initiatives.
• Foster leadership development, succession planning, and a culture of accountability and client focus.
• Represent the organization in client meetings, advisor sessions, and industry events to strengthen relationships.

Skills

Leadership

Disability management

Change management

Data analytics

Stakeholder management

Job description

Job Description

Build the future with us

Reporting to the Senior Director, Disability Claims, the Director, Group Disability Claims Operations isresponsible for the leadership, performance, and ongoingevolutionofourdisability claims operations.The role ensures the delivery of consistent, high-quality service for plan members and clients while balancing employee engagement, operational performance, risk management, and financial accountability. Please note, we have two positions open, one based in** Toronto and the other one based in Montreal.**

Leading teams across Canada, the incumbent translates business priorities into day-to-day execution, ensuring operations are equipped to respond to evolving client needs, disability trends, new technologies, and changing ways of working. The role is accountable for developing a strong leadership culture that effectively supports, engages and empowers our frontline employees.The Director fosters a solutions-focused, client-centred culture that empowers teams to proactively support wellness and return-to-work outcomes while delivering exceptional service. Through strong leadership and operational discipline, the Director promotes accountability, innovation, and the thoughtful challenge of traditionalpractices to continuously improve results for plan members, clients, and the business.

The Director plays an active role in supporting business growth by partnering with clients, advisors and internal stakeholders to showcase iA’s disability management capabilities and value proposition. The role represents the organization in client meetings, advisor sessions, sales presentations, and industry events, providing expertise and insights that strengthen relationships, support client retention, and contribute to new business opportunities.

In partnership with the Director, Disability Strategy, Specialty Services & Excellence, the incumbent helps bring strategic initiatives into everyday operations, ensuring improvements are practical, sustainable, and deliver meaningful results for plan members, clients, and employees.

What you’ll accomplish with us

_ 1.** Operational Excellence & Performance Leadership**_

• Ensure consistent,high-qualityservice delivery nationally.

• Lead regional disability operations, with a national, harmonized focus,to achieve service, quality, financial, productivity, and client experience objectives.

• Drive performance, accountability, consistency, and continuous improvement across teams.

• Optimize processes, controls, and operationalleadership andscalability.

_ 2.Disability Claims & Risk Management _

• Ensure sound, consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements.

• Manage risk, governance, complex claims, appeals, and litigation support.

• Protect the interests of plan sponsors, members, and the organization through effective claims management and risk oversight.

• Monitor trends and performance to identify opportunities and mitigate risks.

_ 3.Technology Adoption& Operational Improvement _

• Partner with the Director, Disability Strategy and other stakeholders toimplement transformationandmodernization initiatives.

• Ensurenew processes,technology andways of workingaresuccessfully adopted and embedded within day-to-day operations.

_ 4.** Talent& Leadership Development**_

• 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.

_ 5.** StrategicCollaboration & Execution**_

• Partner with key stakeholders to deliver business objectives and strategic initiatives.

• Ensure operational readiness, effective implementation, and alignment with organization priorities.

• Act as a trusted operational leader in transformation and change efforts.

_ 6.** Client & Market Leadership**_

• Champion a client-centric culture that places client needs, outcomes and experiences at the centre of decision-making.

• Inspire teams to reimagine the client experience, challenge traditional approachesand continuously enhance the value we deliver to clients and members.

• Support high client retention and growth expectations through exceptional service and differentiated disability solutions.

• Represent the organization as a subject matter expert with clients, advisors, and industry stakeholders.

• Leverage operational insights and market trends to continuously enhance service delivery.

_ 7.** Governance, Data & Vendor Oversight**_

• 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.

What could accelerate your success in this role

We’re looking for someone who:

10+ years of progressive leadership experience within disability claims management, claims,orotherrelated insurance operations.

Provensuccess leading large-scaleoperational teams in a complex, highservice-drivenenvironment.

• Strong expertise in disability management,early intervention, proactiveclaims adjudication, rehabilitation, return-to-work practices, risk management, and regulatory requirements.

• Demonstratedability 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 to navigate complex situations, while fostering a culture of accountability, service excellence, and continuous improvement.

• Proven ability to influencesenior stakeholders, clients, and industry partners.

• Advanced proficiency in both French and English, as the incumbent will be required to collaborate daily, both verbally and in writing, with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally.

Why you’ll love working with us

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