Senior Program Manager (Group Benefits Insurance / Claims)

Recruit Action inc.; Southwestern Ontario; Hybrid; CAD 59,000 - 84,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Recruit Action inc. is seeking a Senior Program Manager (Group Benefits Insurance / Claims) to drive enterprise-level transformation across multiple business and technology streams in Southwestern Ontario.

The role involves hands-on execution, vendor delivery, and operational readiness through go-live and stabilization. The position offers a 9-month contract with potential for permanent employment and a hybrid work arrangement (3 days in the office).

Qualifications

• 9+ years of project and/or program management experience.
• Proven track record delivering complex, multi-workstream implementations involving external vendors.
• Experience operating within vendor-led delivery models, including managing third-party accountability.
• Demonstrated ability to lead cross-functional programs involving operations, technology, and customer and communication functions.
• End-to-end program delivery management across multi-workstream initiatives.

Responsibilities

• Lead and coordinate multiple concurrent workstreams covering discovery and requirements, customer and marketing communications, system configuration and development, claims operations and assistance model implementation, production readiness, and go-live execution.
• Develop and manage an integrated delivery plan with milestones, dependencies, sequencing, and outcomes across all workstreams.
• Act as the primary day-to-day interface with the external vendor, monitoring performance against scope, deliverables, timelines, and milestones.
• Translate contractual commitments and statements of work into clear execution plans and measurable deliverables.
• Identify and elevate vendor risks, delays, and performance gaps while coordinating between vendor teams and internal stakeholders.
• Establish and maintain program governance, including status reporting, milestone tracking, risk/issue management, decision logs, and escalation paths.
• Drive a structured weekly execution cadence and maintain transparency regarding delivery status and mitigation plans.
• Drive cross-functional alignment across operations, technology, business stakeholders, and vendor teams.
• Oversee operational readiness, including claims handling processes, SOPs, documentation, training materials, readiness plans, and go-live planning.
• Ensure alignment between system capabilities and operational processes and validate readiness before launch.
• Prepare executive updates, dashboards, decision materials, and forward-looking insights for senior leadership.
• Support governance forums, go/no-go readiness, production launch, and stabilization.

Skills

Program management

Vendor management

Cross-functional leadership

Stakeholder communication

Executive reporting

Education

Bachelor's degree in Business/Technology/Engineering

Job description

Senior Program Manager (Group Benefits Insurance / Claims)

Make an impact in the insurance sector for our client by contributing to an enterprise-level transformation involving multiple business and technology streams. This opportunity combines hands-on execution, cross-functional collaboration, vendor delivery, and operational readiness through go-live and stabilization.

What is in it for you:

• Salaried: $43-53 per hour.
• Incorporated Business Rate: $51-61 per hour.
• 9-month contract with the potential for permanent employment.
• Hybrid work, with 3 days per week in the office.

Responsibilities

• Lead and coordinate multiple concurrent workstreams covering discovery and requirements, customer and marketing communications, system configuration and development, claims operations and assistance model implementation, production readiness, and go-live execution.
• Develop and manage an integrated delivery plan with clear milestones, dependencies, sequencing, and outcomes across all workstreams.
• Act as the primary day-to-day interface with the external vendor, monitoring performance against agreed scope, deliverables, timelines, and milestones.
• Translate contractual commitments and statements of work into clear execution plans and measurable deliverables.
• Identify and elevate vendor risks, delays, and performance gaps while ensuring effective coordination between vendor teams and internal stakeholders.
• Establish and maintain program governance, including status reporting, milestone tracking, risk and issue management, decision logs, dependency tracking, ownership, and escalation paths.
• Drive a structured weekly execution cadence and maintain transparency regarding delivery status, risks, dependencies, and mitigation plans.
• Drive cross-functional alignment across operations, technology, business stakeholders, and vendor teams.
• Oversee operational readiness, including claims handling processes, standard operating procedures, documentation, job aids, training materials, readiness plans, and go-live planning.
• Ensure alignment between system capabilities and operational processes and validate readiness across operations, vendor delivery, and customer experience before launch.
• Prepare executive-level updates, dashboards, decision materials, and forward-looking insights for senior leadership.
• Support governance forums, decision-making processes, go/no-go readiness assessments, production launch execution, and operational stabilization.

What you will need to succeed:

Required qualifications

• Bachelor’s degree in Business, Technology, Engineering, or a related field.
• 9+ years of project and/or program management experience.
• Proven track record delivering complex, multi-workstream implementations involving external vendors.
• Experience operating within vendor-led delivery models, including managing third-party accountability.
• Demonstrated ability to lead cross-functional programs involving operations, technology, and customer and communication functions.
• Proven delivery of the end-to-end program lifecycle, from discovery through go-live and stabilization.
• End-to-end program delivery management experience across multi-workstream initiatives.
• Experience leading operational build and implementation in addition to technology delivery.
• Strong program governance capabilities, including risk and issue management, dependency tracking, escalation management, and executive reporting.
• Strong vendor management and negotiation capabilities.

Preferred qualifications

• Experience in insurance, claims, or financial services operations.
• Experience with claims operations setup, transformation, or outsourcing models.
• Experience supporting go-live readiness, production launches, and operational stabilization.
• Exposure to assistance and case management operations.
• Experience with customer communication channels, including telephony, digital, and chatbot solutions.
• Consulting experience with a Big 4 firm or equivalent, or experience in large-scale transformation programs.
• Strong leadership and ability to drive execution in complex environments.
• Excellent stakeholder management and executive communication skills.
• Problem-solving mindset with the ability to manage ambiguity and shifting priorities.
• Ability to connect strategy to execution and ensure alignment across multiple delivery streams.