Operational Director, Disability Claims

Job description

Job Description Build the future with us Reporting to the Senior Director, Disability Claims, the Director, Group Disability Claims Operations is responsible for the leadership, performance, and ongoing evolution of our disability claims operations. The role ensures the delivery of consistent, high-quality service for plan members and clients while balancing employee engagement, operational performance, risk management, and financial accountability. Please note, w e have two positions open, one based in Toronto and the other one based in Montreal. Leading teams across Canada, t he incumbent translates business priorities into day-to-day execution, ensuring operations are equipped to respond to evolving client needs, disability trends, new technologies, and changing ways of working. The role is accountable for developing a strong leadership culture that effectively supports, engages and empowers our frontline employees. The Director fosters a solutions-focused, client-centred culture that empowers teams to proactively support wellness and return-to-work outcomes while delivering exceptional service. Through strong leadership and operational discipline, the Director promotes accountability, innovation, and the thoughtful challenge of traditional practices to continuously improve results for plan members, clients, and the business. T he Director plays an active role in supporting business growth by partnering with clients, advisors and internal stakeholders to showcase iA’s disability management capabilities and value proposition. The role represents the organization in client meetings, advisor sessions, sales presentations, and industry events, providing expertise and insights that strengthen relationships, support client retention, and contribute to new business opportunities. In partnership with the Director, Disability Strategy, Specialty Services & Excellence, the incumbent helps bring strategic initiatives into everyday operations, ensuring improvements are practical, sustainable, and deliver meaningful results for plan members, clients, and employees. What you'll accomplish with us 1. Operat ional Excellence & Performance Leadership Ensure consistent, high-quality service delivery nationally. Lead regional disability operations, with a national , harmonized focus, to achieve service, quality, financial, productivity, and client experience objectives. Drive performance, accountability, consistency, and continuous improvement across teams. Optimize processes, controls, and operational leadership and scalability. 2. Disability Claims & Risk Management Ensure sound, consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements. Manage risk, governance, complex claims, appeals, and litigation support. Protect the interests of plan sponsors, members, and the organization through effective claims management and risk oversight. Monitor trends and performance to identify opportunities and mitigate risks. 3. Technology Adoption & Operational Improvement Partner with the Director, Disability Strategy and other stakeholders to implement transformation and modernization initiatives. Ensure new processes, technology and ways of working are successfully adopted and embedded within day-to-day operations. 4. Talent & Leadership Development Build and develop a high-performing leadership team and future-ready workforce. Strengthen technical, leadership, and business capabilities. Foster engagement, accountability, succession planning, and continuous learning. 5. S trategic Collaboration & Execution Partner with key stakeholders to deliver business objectives and strategic initiatives. Ensure operational readiness, effective implementation, and alignment with organization priorities. Act as a trusted operational leader in transformation and change efforts. 6. C lient & Market Leadership Champion a client-centric culture that places client needs, outcomes and experiences at the centre of decision-making. Inspire teams to reimagine the client experience, challenge traditional approache s and continuously enhance the value we deliver to clients and members. Support high client retention and growth expectations through exceptional service and differentiated disability solutions. Represent the organization as a subject matter expert with clients, advisors, and industry stakeholders. Leverage operational insights and market trends to continuously enhance service delivery. 7. G overnance, Data & Vendor Oversight Ensure compliance with regulatory, audit, and governance requirements. Use data and analytics to drive decisions, performance, and continuous improvement. Oversee vendor and partner relationships to optimize quality, outcomes, and cost effectiveness. What could accelerate your success in this role We're looking for someone who: 10+ years of progressive leadership experience within disability claims management , claims, or other related insurance operations. Proven success leading large -scale operational teams in a complex , high service -driven environment. Strong expertise in disability management, early intervention, proactive claims adjudication, rehabilitation, return-to-work practices, risk management, and regulatory requirements. Demonstrated ability to deliver service, productivity, quality, and financial results through operational excellence and continuous improvement. Experience leading transformational change, process optimization, and technology-enabled initiatives, including digital and AI solutions. Strong business, financial, and analytical acumen, with the ability to leverage data and insights to drive performance and service outcomes. Exceptional leadership, coaching, communication, and stakeholder management skills, with a track record of building high-performing teams and developing leaders. Proven ability to influence outcomes, inspire and develop high performing teams and to navigate complex situations, while fostering a culture of accountability, service excellence, and continuous improvement. Proven ability to influence senior stakeholders, clients, and industry partners. Advanced proficiency in both French and English, as the incumbent will be required to collaborate daily, both verbally and in writing, with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally. Why you'll love working with us A work environment where learning and development merge with a collective pursuit of excellence; AI is in everyone's hands, empowering you to increase your personal effectiveness while supporting the organization's growth; A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed; The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces. Competitive Benefits Flexible group insurance plans Competitive retirement savings plan Employee share purchase plan Vacation program, wellness days, and personal development days Telemedicine services Employee and Family Assistance Program (EFAP) Ergonomic furniture program Performance bonus Discounts on iA products And much more! Apply now and get ahead of your career, where your talent really belongs! Still unsure about applying? At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply. Your place might be with us, and we want to get to know you! The typical hiring range for this position is between 130,000$ and 150,000$ CAD per year; the base salary offered may vary depending on knowledge, skills, years of experience, and internal equity related to the role. At iA, we are committed to offering a fair, equitable, and market-based compensation structure. Our market data is updated annually to reflect the most current market conditions. Location(s) Montreal / 1981 McGill College Avenue Other Possible Location(s) Toronto / 26 Wellington Street East Company iA Financial Group Posting End Date 2026-10-09 Company Overview iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management. With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate. At iA, we’re invested in you. * iA Financial group includes the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto Our Commitment to Diversity and Inclusion 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. Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here . Someone from our team will be happy to assist you with your needs.