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About the Role
Lead the Specialized Services team within Disability Management operations, driving service excellence, operational performance, employee engagement, and digital transformation. Establish and maintain a high-performance culture, ensuring service excellence, operational efficiency, training, quality control, process optimization, risk management, and compliance.
Responsibilities
- Lead and mentor disability specialists and specialized service teams, ensuring continuous improvement and adoption of emerging technologies.
- Foster a culture of innovation, data-driven decision-making, priority setting, and robust day-to-day operations.
- Establish and maintain a high-performance culture through clear expectations, support, development, accountability, and recognition.
- Contribute to company objectives by identifying opportunities to improve client outcomes, increase capacity, enhance operational efficiency, and promote scalability.
- Oversee HR activities: performance evaluations, interviews, training sessions, and team development.
- Maintain and update procedures, and help standardize processes nationwide.
- Advise internal teams on compliance with standards, regulatory changes, and best practices.
- Represent the team at planning meetings, on committees, and in client interactions.
- Ensure the delivery of high-quality services, participate in specific projects, and contribute to contract holder satisfaction.
Requirements
- Proven experience managing disability claims.
- Bachelor's degree in a relevant field or more than 10 years of equivalent experience.
- Strong collaboration, team leadership, and personnel management skills.
- Proven ability to translate organizational strategy into concrete plans and lead teams through complex projects.
- Proven experience leading subject matter experts, adapting to changing business priorities while maintaining employee engagement and service excellence.
- Customer-focused mindset.
- Proven ability to think strategically and perform well under pressure.
- Excellent analytical, organizational, and communication skills.
- Strong digital mindset and a passion for leveraging technology, AI, automation, and data.
- Proven ability to provide candid feedback and apply continuous improvement principles.
- Advanced proficiency in French is required for daily communication with English- and French-speaking clients and partners across Canada via email and phone calls.
Skills
- AI-based solutions
- Collaboration
- Team leadership
- Personnel management
- Strategic planning
- Project management
- Subject matter expert leadership
- Adaptability
- Employee engagement
- Service excellence
- Customer focus
- Strategic thinking
- Performance under pressure
- Analytical skills
- Organizational skills
- Communication skills
- Digital mindset
- Technology leveraging
- AI leveraging
- Automation leveraging
- Data leveraging
- Continuous improvement
- Process optimization
- French language proficiency
Location
- Montreal / 1981 McGill College Avenue
- Toronto / 26 Wellington Street East
Work Type
- Hybrid work environment
Experience Level
- Managerial experience in disability claims processing
- More than 10 years of equivalent experience
Education Level
- Bachelor's degree in a relevant field
Salary/Compensations
- $100,000 to $130,000 CAD per year
Benefits
- Flexible group insurance
- Competitive retirement plan
- Stock purchase plan
- Vacation and wellness/personal development days
- Telemedicine
- Employee and family assistance program
- Ergonomic furniture program
- Performance bonuses
- Discounts on iA products
About the Company
- iA Financial Group is the strength of a company with a human side, with its over 8,000 employees.
- Trusted by over four million clients and 25,000 advisors for insurance, savings, and wealth management.
- Over $200 billion in assets and half a billion invested in technological innovation.
- A key player in the financial services industry in Canada and the United States.
- Believes in supporting employees and surrounding itself with reputable leaders to continue innovating.
- Invested in its employees.
Equal Opportunity
- At iA Financial Group, we support and celebrate diversity.
- We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.
- Assistance is available to make the recruitment process more accessible.