Operations Delivery Director

Allianz Partners; Cambridge; Hybrid; CAD 81,000 - 134,000; Full time

Benefits offered by this job

Comprehensive benefits

Hybrid work model

Paid time off

Retirement plan

Career development

Job summary

Allianz Partners in Cambridge, Ontario, is seeking an Operations Delivery Director to drive excellence in a high-volume claims environment. You will coach leaders, manage resources, and shape a customer-centric culture while delivering productivity and quality improvements.

The role requires a Bachelor’s degree or equivalent, 5–7 years in claims management, and at least 3 years leading leaders. A hybrid work arrangement includes two in-office days per week in Cambridge.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5-7 years of claims management experience, including leadership within a high-volume customer facing environment.
• Minimum 3 years of experience leading leaders, including managers and/or operational leaders.
• Proven track record of managing large inventories and delivering operational performance results.
• Experience executing strategic initiatives and leading organizational change.
• Strong verbal and written communication skills with the ability to influence at all organizational levels.
• Demonstrated ability to build and sustain a positive, inclusive, and high-performance culture.
• Strong analytical and problem-solving skills.
• Proficient with the MS Office 365 Suite to include Excel and PowerPoint.

Responsibilities

• Translate company strategy into operational plans, priorities, and measurable results across the claims organization.
• Directly coach and develop Claims Managers, Claims Leaders, and Technical Experts while building succession pipelines and leadership capability.
• Ensure effective inventory management, workload balancing, resource allocation, and achievement of productivity goals.
• Champion a customer-centric culture that improves customer satisfaction, claim outcomes, and service delivery.
• Maintain strong operational controls, sound claims decision-making, and adherence to company policies and regulatory requirements.
• Monitor KPIs, analyze trends, identify performance gaps, and implement corrective actions to improve business outcomes.
• Identify process improvement opportunities, drive innovation, and successfully lead organizational change initiatives.
• Foster accountability, engagement, collaboration, and continuous improvement while achieving quality, customer, productivity, and financial goals.
• Work effectively in an environment shaped by AI, ML, data analytics, and cloud tools, with data governance and security awareness.

Skills

Claims management

Leadership

Operational excellence

Communication

Data analysis

Problem solving

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

MS Office 365 (Excel, PowerPoint)

Data visualization tools

Job description

As Operations Delivery Director you will be responsible for driving operational excellence, developing high-performing leaders and teams, and ensuring service, quality, and productivity goals are achieved. Through effective coaching, workforce management, and continuous process improvement, you will foster a culture of accountability, growth, and customer-focused results while ensuring the consistent application of organizational policies and procedures. You will also play a critical role in shaping and executing the claims servicing strategy while overseeing the daily operations of a high-volume customer facing Claims Department

The ideal candidate is a proven leader of leaders with extensive experience managing high-volume claims environments. They possess strong operational acumen, outstanding communication skills, and the ability to drive a positive, accountable, and customer-focused culture while achieving organizational performance goals.

Way of Working

This position follows a Hybrid way of working that includes two days in office (Tuesdays and Thursdays) at our location in Cambridge, Ontario.

What You Will Do

• Translate company strategy into operational plans, priorities, and measurable results across the claims organization
• Directly coach and develop Claims Managers, Claims Leaders, and Technical Experts while building succession pipelines and leadership capability
• Ensure effective inventory management, workload balancing, resource allocation, and achievement of productivity goals.
• Champion a customer-centric culture that improves customer satisfaction, claim outcomes, and service delivery
• Maintain strong operational controls, sound claims decision-making, and adherence to company policies and regulatory requirements
• Monitor KPIs, analyze trends, identify performance gaps, and implement corrective actions to improve business outcomes
• Identify process improvement opportunities, drive innovation, and successfully lead organizational change initiatives.
• Foster accountability, engagement, collaboration, and continuous improvement while achieving quality, customer, productivity, and financial goals.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud‑based tools, using insights responsibly and in alignment with our standards for data governance, security, and ethical use.

What You Will Bring

• Bachelor's degree or equivalent combination of education and experience.
• 5-7 years of claims management experience, including leadership within a high-volume customer facing environment.
• Minimum 3 years of experience leading leaders, including managers and/or operational leaders.
• Proven track record of managing large inventories and delivering operational performance results.
• Experience executing strategic initiatives and leading organizational change.
• Strong verbal and written communication skills with the ability to influence at all organizational levels.
• Demonstrated ability to build and sustain a positive, inclusive, and high-performance culture.
• Strong analytical and problem-solving skills.
• Proficient with the MSOffice 365 Suite to include Excel and PowerPoint
• Data Visualization tools preferred
• Ability to balance customer experience, operational efficiency, quality, and business outcomes.
• Experience using data and performance metrics to drive decision-making and accountability.
• Strong collaboration and stakeholder management skills.

What We Offer

Annualized base pay range is $80,500 - $134,000 CAD

Actual base pay may vary based upon factors such as relevant experience, qualifications, internal equity of peers, and geographic location. Employees may also qualify for performance-based bonuses, merit increases, and other incentives based on individual and company performance. The availability and amount of these additional compensation elements are determined by company policy and may vary.

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance. We offer a comprehensive benefits package that includes health, dental, and vision insurance, retirement savings plans, paid time off, and other employee programs. Eligibility for benefits is subject to plan terms and conditions, and may vary based on position and/or employment status.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.

This posting is for an existing vacancy.

How We Hire

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered.

96265 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let’s care for tomorrow.