At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so. CI Financial is seeking a Director, Insurance Operations to lead the modernization and ongoing performance of our Canadian individual life insurance Operations function. This role combines daily operational leadership with a significant transformation mandate. You will strengthen case progression and carrier advocacy, build actionable Operations Intelligence, improve operational data and technology, develop differentiated advisor service, and lead an established team through sustained change. This opportunity is suited to an insurance operations leader who has personally delivered meaningful change while remaining accountable for people, service quality, and daily results. Lead the daily performance and modernization of Insurance Operations. Assess current services, processes, systems, operational data, capacity, and cross-functional handoffs. Lead the development and phased implementation of an approved future operating model aligned with CI's insurance growth, advisor-support, and client-service priorities. Build Operations Intelligence that turns pipeline progression, aging, service levels, capacity, carrier performance, and financial information into explicit actions and decision-ready recommendations. Develop practical pre-submission navigation and complex-case routing while preserving clear boundaries between operational support, insurance advice, and underwriting authority. Define operational technology, data, automation,



and self-service requirements in partnership with Technology teams and vendors. Deliver practical improvements within the current operating environment while longer-term modernization work proceeds. Specific modernization priorities, sequencing, performance measures, and resource requirements will reflect the operating baseline, business priorities, available resources, and appropriate approval processes. At least 7 years of progressive experience specifically in Canadian individual life insurance Operations, including a minimum of 3 years in a formal operational people-leadership role with direct accountability for people, workload, service quality, capacity, priorities, and escalations. Strong knowledge of Canadian individual life insurance products, carrier practices, application processing, underwriting requirements, medical and financial evidence, issue, delivery, placement, and in-force servicing. Experience implementing meaningful process, service, data, or technology improvements that achieved sustained adoption and measurable results. Strong analytical and commercial judgment, including the ability to challenge incomplete data, establish credible measures, and translate findings into action. Practical experience defining business requirements and working with Technology teams or vendors through assessment, testing, implementation, adoption, and post-launch improvement.



Experience leading an established team through material change with respect, clarity, and accountability. Bilingual English and French capability is preferred but not required. CLU, MBA, or relevant insurance, business, operations, technology, or change-management credentials are considered assets. You are equally comfortable reviewing an aging case queue, challenging unreliable reporting, working with carriers, coaching experienced employees, and presenting recommendations to senior leadership. You can modernize an operation without losing control of daily service. You create useful intelligence from imperfect data rather than waiting for perfect systems. You respect institutional knowledge while challenging practices that no longer serve the business. This role combines leadership of an established operation with the opportunity to define and implement its next stage. You will help build stronger operational intelligence, improve case progression, modernize technology and data, develop differentiated service, and strengthen the capabilities required for the future. Candidates may currently hold a Director or Senior Manager role. Relevant experience may come from an MGA, national insurance account, life insurer, wealth-management insurance operation, or insurance transformation role with prior operational accountability. The Operating Model You Will Help Build The role will help establish stronger operational visibility, case ownership and escalation, differentiated advisor support, practical pre-submission navigation, and priority process and data improvements. The specific sequence will reflect the operating baseline, business priorities, cross-functional dependencies, and approved resources. Occasional travel may

📌 Head of Operations (Canada)
🏢 CI Financial
📍 Canada