Reporting to the Senior Director, Disability Claims, the Director, Group Disability Claims Operations isresponsible for the leadership, performance, and ongoingevolutionofourdisability claims operations.The role ensures the delivery of consistent, high-quality service for plan members and clients while balancing employee engagement, operational performance, risk management, and financial accountability. Leading teams across Canada, the incumbent translates business priorities into day-to-day execution, ensuring operations are equipped to respond to evolving client needs, disability trends, recent technologies, and changing ways of working. Through strong leadership and operational discipline, the Director promotes accountability, innovation, and the thoughtful challenge of traditionalpractices to continuously improve results for plan members, clients, and the business.

The Director plays an active role in supporting business growth by partnering with clients, advisors and internal stakeholders to showcase iA’s disability management capabilities and value proposition. The role represents the organization in client meetings, advisor sessions, sales presentations, and industry events, providing expertise and insights that strengthen relationships, support client retention, and contribute to new business opportunities. In partnership with the Director, Disability Strategy, Specialty Services & Excellence, the incumbent helps bring strategic initiatives into everyday operations, ensuring improvements are practical, sustainable, and deliver meaningful results for plan members, clients, and employees.

Operational

Excellence &

• Performance Leadership_ Lead regional disability operations, with a national, harmonized focus,to achieve service, quality, financial, productivity,



and client experience objectives. Drive performance, accountability, consistency, and continuous improvement across teams. Optimize processes, controls, and operationalleadership andscalability. _ Disability Claims &

• Risk Management _ Ensure sound, consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements. Manage risk, governance, complex claims, appeals, and litigation support. Protect the interests of plan sponsors, members, and the organization through effective claims management and risk oversight. Monitor trends and performance to identify opportunities and mitigate risks. _ Partner with the Director, Disability Strategy and other stakeholders toimplement transformationandmodernization initiatives. Talent&

• Leadership Development_ Strengthen technical, leadership, and business capabilities. Foster engagement, accountability, succession planning, and continuous learning. _ Partner with key stakeholders to deliver business objectives and strategic initiatives. Ensure operational readiness, effective implementation, and alignment with organization priorities. Act as a trusted operational leader in transformation and change efforts. _ Client &

• Market Leadership_ Support high client retention and growth expectations through exceptional service and differentiated disability solutions.



Leverage operational insights and market trends to continuously enhance service delivery. _ Governance, Data &

• Vendor Oversight_ 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. 10+ years of progressive leadership experience within disability claims management, claims,orotherrelated insurance operations. Strong expertise in disability management,early intervention, proactiveclaims adjudication, rehabilitation, return-to-work practices, risk management, and regulatory requirements. Demonstratedability 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 to navigate complex situations, while fostering a culture of accountability, service excellence, and continuous improvement. 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.

📌 Operational Director, Disability Claims (Toronto)
🏢 Industrial Alliance Insurance and Financial Services Inc. -
📍 Toronto