Manager, Operational Excellence – Strategic Projects

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee significant initiatives aimed at enhancing operational efficiency, service quality, employee capabilities, and customer outcomes within Life and Disability operations.

• Manage a team of quality analysts and drive projects from inception to execution.

• Establish and direct a Quality Audit & Decision Review Team.

• Create methodologies for decision review, scoring frameworks, and calibration processes.

• Assess the quality, consistency, and effectiveness of claims management, including LTD, COD, and MBP claim decisions.

• Identify trends in decision-making, potential risks, coaching opportunities, and systemic issues.

• Conduct decision-calibration sessions with operational leaders and subject matter experts.

• Present recommendations to leadership aimed at enhancing decision quality, customer outcomes, risk management, and overall operational efficiency.

• Track quality review findings and ensure the implementation and sustainability of corrective actions.

• Work in partnership with training teams to develop materials and tools that address quality gaps and trends.

• Supervise Life and Critical Illness Specialists.

• Offer consistent coaching and feedback.

• Engage in various engagement activities.

• Prioritize succession planning.

⛳️ Requirements

• A post-secondary degree in Business, Health Administration, Project Management, Adult Education, or a related field, or a comparable combination of education and experience.

• Proven experience leading cross-functional projects and initiatives focused on process improvement.

• Background in change management and stakeholder engagement.

• Experience in leading teams within disability or insurance operations.

• Extensive knowledge of disability management, insurance operations, and claim adjudication principles, including LTD, COD, and MPB products.

• Proficiency in quality assurance, decision quality assessment, and calibration practices.

• Strong analytical, critical thinking, and problem-solving abilities.

• Familiarity with process mapping, root-cause analysis, continuous improvement methodologies, and operational excellence frameworks.

• Excellent project management, planning, and organizational skills.

• Demonstrated capability to influence stakeholders and facilitate change across cross-functional teams.

• Outstanding written and verbal communication skills.

• Experience in developing operational documentation, procedures, job aids, quality standards, and training materials.

• Strong skills in facilitation, coaching, and consultation.

• Proficient in data analysis, reporting, and performance measurement.

• Bilingual proficiency in French and English; English proficiency is essential.

🏝️ Benefits

• Comprehensive health and dental coverage fully paid by the employer from the first day of employment.

• Wellness benefits.

• Access to health resources.

• Discounts for fitness center memberships.

• Flexible work environment that promotes work-life balance.

• Extensive professional development opportunities, including leadership programs, continuous learning, and career advancement pathways.

• A collaborative and inclusive workplace culture.

• Performance-based incentive programs available for eligible employees.

• Accommodations or adjustments provided during the recruitment process.