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About the Role

As a Senior Deputy Director, Health and Dental Claims Operations, you will play a key leadership role in delivering an exceptional claims experience for our plan members while supporting a high-performing and engaged team. You will lead Team Performance Managers and operational teams, ensuring consistent achievement of service commitments, quality standards, productivity targets, and employee engagement goals. This role is ideal for a collaborative, results-oriented individual who balances operational excellence with employee development, coaching, and continuous improvement initiatives. You will work closely with Health and Dental Claims Operations leaders to identify opportunities, address complex business challenges, and achieve sustainable performance results.

Responsibilities

Lead and coach Team Performance Managers and operations employees while fostering their development.
Promote a culture of accountability, engagement, inclusion, and continuous improvement.
Conduct regular performance and professional development discussions and coaching activities.
Support talent management, succession planning, and employee recognition initiatives.
Effectively manage attendance, performance, and employee relations.
Achieve operational results aligned with service, quality, productivity, and plan member experience objectives.
Monitor workloads and resource allocation to ensure service level achievement.
Analyze performance trends and identify opportunities for efficiency and effectiveness improvements.
Support the implementation of operational strategies and business initiatives.
Lead and participate in productivity improvement projects and process optimization efforts.
Collaborate with leaders from Claims, Service Centres, Training, Quality, Plan Member Services, and Technology teams.
Manage escalated concerns from plan members, providers, and business partners.
Support change management initiatives, technology enhancements, and process updates.
Partner with various teams to remove barriers and improve end-to-end claims processing outcomes.
Ensure claims are assessed in accordance with policy provisions, administrative guidelines, and operating procedures.
Maintain a focus on compliance, risk management, and quality assurance.
Identify trends, risks, and opportunities through operational data and reporting.
Promote the consistent application of policies and business practices.

Requirements

Post-secondary degree or an equivalent combination of education and work experience.
At least five years of leadership experience in an operations environment, specifically with health and dental claims.
Proven ability to lead teams through change and deliver results in a dynamic environment.
Demonstrated experience in coaching and developing employees and leaders.
Clear aptitude for analysis and problem-solving.
Strong verbal and written communication skills.
Ability to build relationships and influence at various levels of the organization.
Reliability Status and Security Clearance: Only candidates who receive a job offer will undergo these checks. This is a personal security clearance required as a condition of employment. It must be obtained before an employee can access Protected B level information, assets, or workplaces as indicated on the Government of Canada website. The costs associated with these checks will be covered by Canada Life.

Skills

Lean management experience
Continuous improvement experience
Operational excellence experience
Advanced proficiency in Microsoft Office Suite
Proficiency in operational reporting tools
Experience interpreting operational parameters
Experience transforming observations into action plans

Location

Hybrid

Work Type

Permanent
Full-time

Experience Level

Senior
Five years of leadership experience

Education Level

Post-secondary degree

Salary/Compensations

$71,900 - $119,800

Benefits

Professional development opportunities
Access to leading learning programs
Tuition reimbursement up to $2,000 annually
Flexible health and dental coverage
Mental health care coverage of $5,000
Paid volunteer day
Pension plan with employer matching contributions
Share purchase plan
Other investment options
Recognition programs
Employee discounts
Celebration of significant service anniversaries
Employee Resource Groups (ERGs)
Mentorship programs
Social committees
Various events

About the Company

Guided by our mission to improve the financial, physical, and mental well-being of Canadians.
A trusted company for 1 in 3 Canadians.
Contributes to building stronger communities across the country.
Seeking individuals who embody our values daily: Take Action, Do What's Right, and Make It Happen – for the benefit of our customers, communities, and teams.

Equal Opportunity

Committed to providing equitable access to employment by removing barriers.
Individuals requiring reasonable accommodation during the recruitment process can contact talentacquisitioncanada@canadavie.com.
All information provided will be treated in accordance with applicable laws and Canada Life policies.