- 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 current 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 Environment
- Transformation Initiatives
- Vendor Management
- Market Trends

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