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About the Role

As an Associate Manager within Health & Dental Claims Operations, you will play a critical leadership role in delivering an exceptional claim experience for our plan members while supporting a high-performing and engaged team. You will lead Team Performance Leaders and/or operational teams, ensuring service commitments, quality standards, productivity targets, and employee engagement objectives are consistently achieved. This role requires a collaborative, results-oriented leader who can balance operational excellence with employee development, coaching, and continuous improvement initiatives.

Responsibilities

Lead, coach, and develop Team Performance Leaders and operational employees.
Foster a culture of accountability, engagement, inclusion, and continuous improvement.
Conduct regular performance discussions, career development conversations, and coaching activities.
Support talent management, succession planning, and employee recognition initiatives.
Effectively manage attendance, performance concerns, and employee relations matters.
Deliver operational results across service, quality, productivity, and plan member experience metrics.
Monitor workflow inventories and resource allocation to ensure service objectives are met.
Analyze performance trends and identify opportunities to improve efficiency and effectiveness.
Support the implementation of operational strategies and business initiatives.
Lead and participate in productivity improvement projects and process optimization efforts.
Partner with leaders across Claims, Contact Centre, Training, Quality, Plan Member Services, and Technology teams.
Manage escalated plan member, provider, and business partner concerns.
Support change management initiatives, technology enhancements, and process updates.
Collaborate across departments to remove barriers and improve end-to-end claim processing outcomes.
Ensure claims are adjudicated in accordance with policy provisions, administrative guidelines, and operational procedures.
Maintain a strong focus on compliance, risk management, and quality assurance.
Identify trends, risks, and opportunities through operational data and reporting.
Promote consistent application of policies and business practices.

Requirements

Post-secondary education or equivalent combination of education and experience.
Minimum 5 years of leadership experience in an operations environment, preferably involving Health & Dental claims.
Demonstrated ability to lead teams through change and deliver results in a fast-paced environment.
Proven experience coaching and developing employees and leaders.
Strong analytical and problem-solving capabilities.
Excellent verbal and written communication skills.
Ability to build relationships and influence across multiple levels of the organization.
Experience leading large, geographically dispersed teams.
Lean, Continuous Improvement, or Operational Excellence experience.
Advanced proficiency in Microsoft Office Suite and operational reporting tools.
Experience interpreting operational metrics and translating insights into action plans.
Reliability Status Security Clearance required as a condition of employment.

Skills

Lean
Continuous Improvement
Operational Excellence
Microsoft Office Suite
Operational reporting tools

Location

London
Montreal
Regina
Winnipeg

Work Type

Permanent
Full Time
Hybrid

Experience Level

Associate Manager
Minimum 5 years of leadership experience

Education Level

Post-secondary education or equivalent combination of education and experience

Salary/Compensations

$71,900 - $119,800 annually

Benefits

Career Development opportunities
Access to industry-leading learning programs
Up to $2,000 annually towards education reimbursement
Flexible health and dental benefits
$5,000 mental health benefit
Volunteer day
Company-matching pension plan
Share ownership program
Additional investment options
Employee recognition programs
Service milestone celebrations
Employee discounts
Employee Resource Groups (ERGs)
Mentorship programs
Social clubs and events

About the Company

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians.
Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.
We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other.

Equal Opportunity

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.