Policy Services Leader — People & Operations Excellence

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

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.