- Lead disability claims operations and ensure consistent, high-quality service delivery nationally - Lead regional disability operations with a harmonized national focus to achieve service, quality, financial, productivity, and client experience objectives - Drive performance, accountability, consistency, and continuous improvement across teams - Optimize processes, controls, operational leadership, and scalability - Ensure sound and consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements - Manage risk, governance, complex claims, appeals, and litigation support - Monitor trends and performance to identify opportunities and mitigate risks - Partner with stakeholders to implement transformation and modernization initiatives - Ensure new processes, technology, and ways of working are adopted and embedded in daily operations - 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 - Partner with stakeholders to deliver business objectives and strategic initiatives - Act as a trusted operational leader in transformation and change efforts - Champion a client-centric culture and enhance client and member experiences - Support client retention and growth through exceptional service and differentiated disability solutions - Represent the organization as a subject matter expert with clients, advisors, and industry stakeholders - Use operational insights and market trends to enhance service delivery - 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 - Represent iA's disability management capabilities in client meetings, advisor sessions, sales presentations, and industry events - Translate strategic initiatives into practical, sustainable operational improvements Requirements - 10+ years of progressive leadership experience within disability claims management, claims, or other related insurance operations - Proven success leading large-scale operational teams in a complex, high service-driven environment - Strong expertise in disability management, early intervention, proactive claims adjudication, rehabilitation, return-to-work practices, risk management, and regulatory requirements - Demonstrated ability 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 navigate complex situations while fostering accountability, service excellence, and continuous improvement - Proven ability to influence senior stakeholders, clients, and industry partners - Advanced proficiency in both French and English, with daily verbal and written collaboration with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally Core Competencies Demonstrates extensive leadership in disability claims management, focusing on operational excellence, process optimization, and client-centric service delivery. Leverages strong analytical acumen and bilingual communication skills to drive performance and foster high-performing teams. Highest-signal resume keywords - Disability Claims Management - Operational Excellence - Transformational Change Leadership - Data-Driven Decision Making - Bilingual Communication Hard Skills - Claims Adjudication - Risk Management - Process Optimization - Financial Acumen - Data Analytics - Rehabilitation Practices - Return-to-Work Practices - Continuous Improvement - Digital Solutions - AI Solutions Soft Skills - Leadership - Coaching - Stakeholder Management - Communication - Influencing Industry Keywords - Disability Management - Client Experience - Governance - Compliance - Service Delivery - Operational Leadership - High Service-Driven Setting - Transformation Initiatives - Vendor Management - Market Trends

📌 Operational Director, Disability Claims (Montreal)
🏢 Jobtailor
📍 Montreal