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Dallas Mercer Consulting is seeking an experienced, results-oriented Director of Operational Excellence & Quality to lead performance measurement, quality assurance and continuous improvement across our growing Disability Management practice.

This is an exciting opportunity for a proven operational leader who thrives on supporting high-performing teams, improving processes, strengthening client relationships, and ensuring operational excellence across a growing national consulting organization.

More About the Role:

Reporting to the VP of Operations, you will provide oversight for the operations of our Disability Management Consulting team while fostering a culture of accountability, collaboration, quality, and continuous improvement. The Director will establish and maintain clear operational performance expectations and work with the team to address service, quality, workload and performance issues when results fall below established standards.

Key responsibilities include:

Performance Analytics & Reporting

- Monitor operational Key Performance Indicators (KPIs), service standards, contractual requirements, and other key performance measures to ensure ongoing adherence and identify trends, risks and areas requiring proactive action or improvement.
- Support the VP of Operations in monitoring and aligning team capacity and caseloads with service standards, performance expectations, and quality commitments.
- Maintain operational dashboards, validate data accuracy, and analyze performance information to identify trends, risks, and opportunities for improvement.
- Prepare timely operational reports that provide meaningful insights into performance, service delivery, quality, and emerging issues.
- Provide data-informed insights and recommendations to the VP of Operations to support operational decision-making and strengthen performance and quality.

Quality Assurance & Continuous Improvement

- Develop, manage, and continuously improve the operational quality assurance and audit program, including conducting and coordinating file and documentation audits.
- Analyze audit findings and recurring issues to identify quality, compliance, and operational risks and recommend appropriate improvements.
- Develop, implement, and track corrective action plans, ensuring required actions are completed and sustained, and monitor outcomes to confirm intended improvements are achieved.
- Ensure adherence to internal standards, contractual obligations, service requirements, and applicable legislation.




- Strengthen consistency and quality of service delivery through standardized processes, tools, documentation, and quality standards.
- Identify training and development needs arising from audit findings, quality trends, and performance results.
- Provide coaching and guidance to address performance gaps, mitigate identified risk, and support continuous improvement.

Client Service Excellence

- Partner with senior leadership and operational team to develop, maintain, and continuously strengthen client service practices, standards and reporting that support client satisfaction, retention and growth.
- Monitor client service performance and feedback to proactively identify emerging concerns, service gaps, successes, and opportunities to enhance client experience.
- Ensure accurate, timely and meaningful client reporting that provides clear insight into service performance, trends, outcomes, and areas requiring attention.
- Work collaboratively with the VP of Operations and operational team to develop and implement service improvement plans where required.
- Support the VP of Operations and senior leadership team in client performance reviews and key client discussions by providing relevant data, trends, insights and recommendations.

What We Are Looking For:

A bachelor’s or master’s degree in business administration or a related discipline is preferred.

Experience in one or more of the following areas would be considered a strong asset:

- Disability Management
- Insurance or Claims Management
- Workplace Health or Occupational Health
- Healthcare Operations
- Professional Services Operations
- Case Management

Candidates should also have:

- Proven ability to improve operational performance through KPIs, quality assurance, workload and performance management, and process improvement in a fast-paced, client-focused organization.
- Experience working with senior leadership to translate organizational strategy into operational priorities and results.
- Experience with change management, technology adoption, and operational transformation.




- Strong analytical skills with experience interpreting operational data, identifying trends, and using information to support decision-making.
- Excellent problem-solving and decision-making skills with the ability to independently identify issues and recommend practical solutions.
- Exceptional communication, relationship-building, coaching, and conflict-resolution abilities.
- Strong project management and organizational skills with the ability to manage multiple priorities in a dynamic environment.

Travel

This position supports clients and team members across Canada. Travel is required as necessary.

Why Join Dallas Mercer Consulting?

Dallas Mercer is in an exciting period of national growth. As our client base and Disability Management practices continue to expand across Canada, we are investing in the people, systems, technology, and operational infrastructure needed to support that growth.

This is an opportunity to join us at an important stage in that evolution. As Director of Operational Excellence & Quality, you will play a key role in shaping how we measure performance, maintain quality, improve our processes, and deliver consistently exceptional service as we continue to grow.

You will work closely with senior leadership and have the opportunity to influence how we operate – not simply maintain established systems. We are looking for someone who sees opportunities for improvement, brings forward ideas, and takes ownership of turning those issue into practical, measurable results.

In Return, We Offer:

- The opportunity to have a meaningful influence on the continued growth and evolution of a successful national organization.
- A senior role with the ability to shape operational practices, quality standards, systems and processes.
- The opportunity to work alongside an experienced leadership team that values initiative, accountability, collaboration, and new ideas.
- Investment in your continued learning and professional development.
- A comprehensive compensation and benefits package, including a market-competitive salary, pension, medical and dental benefits, and vacation/leave.

Interested in Joining Our Team?

Please submit your resume to [email protected] or contact us for a confidential conversation.

Want to learn more? Visit www.dmconsulting.ca and connect with us on LinkedIn to learn more about our team, our culture, and the exciting work we are doing across Canada.

Pay: $110,000.00-$130,000.00 per year

Work Location: Remote

📌 Director of Operational Excellence & Quality (Canada)
🏢 Dallas Mercer Consulting (DMC)
📍 Canada