Build the future with us

Reporting to the Senior Director, Disability Claims, this role is responsible for evolving and strengthening iA's disability operating model to meet the changing needs of plan members, clients, and the business in an increasingly digital environment.

The incumbent provides national leadership for disability specialty services and Centres of Excellence, working closely with operational, modernization, innovation, analytics , sales, and service teams to improve service delivery, build organizational capability, and support the division's strategic priorities.

The role ensures specialty services work seamlessly with the teams they support, providing the expertise, tools, and solutions needed to deliver excellent high-quality service, timely decisions, recovery outcomes, and continuous improvement.

Working in partnership with Disability Operations leaders and internal partners , the incumbent engages with clients, advisors, employees, suppliers, and industry stakeholders to identify opportunities and advance practical solutions. The role supports iA's long-term ambitions by strengthening our leadership in disability management through positive wellness, recovery, and sustainable return-to-work outcomes and a n exceptional plan member and client experience.

What you'll accomplish with us

1. Service Excellence & Performance (Operational Backbone)

O versee claim strategies, process improvements, quality assurance, appeals, litigation support, governance, regulation up-dates, performance outcomes, and KPI attainment .

Optimize the frameworks, standards, governance of these services to align with our evolving business needs , d riv ing improvement while protecting client and organizational financial outcomes .

Ensure our specialized disability service team is accessible,



align ed to business needs, delivers measurable operational value and remains aligned with key function al partners .

2. Disability Strategy & Operating Model Evolution

In close partnership with leaders, drive the strategy and transformation objectives .

Translate strategic priorities into practical, scalable operating changes (processes, roles, how-to tools, governance) .

Lead cross ‑ functional alignment with Product, Sales, Service, Finance, and Technology .

Monitor , measure and drive execution and adoption of transformation, automation and AI/digital initiatives .

3. Innovation, AI & Continuous Improvement (Disability ‑ Specific)

Work closely with our modernization teams to l ead disability innovation, process improvement , automation, AI enablement, and digital transformation initiatives , with clear decision frameworks, KPIs, explainability and risk controls .

Drive process standardization, efficiency, and sustainable operational improvements .

4. Client & Market Leadership

Serve as a disability subject matter leader for clients, advisors, and industry stakeholders .

Leverage operational insights and market intelligence to strengthen client value and competitive differentiation .

Support key client interactions, industry engagement, and business growth objectives .

5. Vendor, Data & Governance Leadership

O versee vendor management strategies to improve outcomes and manage costs .





Ensure compliance with regulatory, audit, and internal control expectations .

6. Talent, Capability & Leadership Development

Help b uild a future ‑ ready disability workforce with strong technical, leadership, and decision-making capabilities .

Develop canters of expertise and leadership pipelines and l ead upskilling initiatives aligned with our evolving business needs .

What could accelerate your success in this role

- 10+ years of progressive leadership experience within disability claims management, claims, or other related insurance operations.
- Strong expertise across claims operations, strategy, transformation, and governance
- Demonstrated success leading and guiding teams successfully through innovation and large ‑ scale change into production , with measured improvement outcomes and gains
- Exceptional leadership, coaching, communication, and stakeholder management skills, with a track record of building high-performing teams and developing leaders.
- Deep understanding of disability trends, disabling conditions such as mental health, return ‑ to ‑ work practices, and regulatory environment s
- Proven ability to influence senior stakeholders, clients, and industry partners Advanced proficiency in both French and English, as the incumbent will be required to collaborate daily, both verbally and in writing, with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally.

Why you'll love working with us

A work workplace where learning and development merge with a collective pursuit of excellence;

AI is in everyone's hands, empowering you to increase your personal effectiveness while supporting the organization's growth;

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📌 Director, Disability Strategy, Specialty Services & Excellence (Montreal)
🏢 IA
📍 Montreal