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About the Role
CI Financial is seeking a Director, Insurance Operations to lead the modernization and ongoing performance of its Canadian individual life insurance Operations function. This role combines daily operational leadership with a significant transformation mandate, focusing on strengthening case progression, building operational intelligence, improving data and technology, developing differentiated advisor service, and leading a team through change.
Responsibilities
- 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 clear actions and decision-ready recommendations.
- Strengthen case ownership, underwriting follow-up, carrier advocacy, escalation, delivery, placement, and oversight of complex, high-value, or aging cases.
- Develop practical pre-submission navigation and complex-case routing while preserving clear boundaries between operational support, insurance advice, and underwriting authority.
- Design differentiated advisor and in-force service models, including enhanced support where internal involvement adds meaningful value.
- 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.
- Assess future capability requirements and recommend the team design, development priorities, and resources required to deliver the approved operating model.
Requirements
- At least 7 years of progressive experience specifically in Canadian individual life insurance Operations.
- 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.
- Proven experience modernizing an operation while continuing to deliver effective daily service.
- 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.
Skills
- 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.
- Reviewing an aging case queue
- Challenging unreliable reporting
- Working with carriers
- Coaching experienced employees
- Presenting recommendations to senior leadership
- Modernizing an operation without losing control of daily service
- Creating useful intelligence from imperfect data
- Simplifying and clarifying processes before attempting to automate them
- Respecting institutional knowledge while challenging practices that no longer serve the business
- Understanding that launching a change is not the same as achieving sustained adoption
Location
- Onsite
Work Type
- Hybrid
- Full-time
Experience Level
- Director
- Senior Manager
Education Level
- CLU
- MBA
Salary/Compensations
- $93,000 to $130,000
Benefits
- Participation in a bonus program
- Health insurance coverage
- Wellness programs
- Life and disability insurance
- Retirement savings plans
- Paid leave programs
- Education-related programs
- Paid holidays and vacation time
- Modern HQ location within walking distance from Union Station
- Training Reimbursement
- Paid Professional Designations
- Employee Savings Plan (ESP)
- Corporate Discount Program
- Enhanced group benefits
- Parental Leave Top–up program
- Paid time off for Volunteering
About the Company
- CI Financial is an independent company offering global wealth management and asset services through diverse financial services firms.
- Since 1965, we have consistently anticipated and responded to the changing needs of investors.
- We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice.
- Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential.
- Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI.
- We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally.
Equal Opportunity
- We are focused on building a diverse and inclusive workforce.
- CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities.
- If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at accessible.recruitment@ci.com, or call 416-364-1145 ext. 4747.