Director, Disability Management Services
Canada Life
full-time
Posted on:
Location Type: Office
Location: Ottawa • Canada
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Salary
💰 CA$104,400 - CA$174,000 per year
Job Level
About the role
- Provide strategic leadership and operational oversight for Disability Management Services Offices (DMSOs)
- Ensure high standards of disability claims adjudication and case management are consistently achieved
- Lead the implementation and execution of best practices across the DMSO
- Oversee the delivery of the Disability Intervention Services program
- Monitor and manage operational metrics including productivity, service quality, speed, and claims cost
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency
- Provide leadership, coaching, and performance management to the DMSO team
- Partner with internal teams to support client relationships and service delivery
- Manage financial risk through oversight of claims cost and reserve reporting
- Represent the DMSO in client meetings, addressing service concerns and identifying opportunities for enhanced service
- Participate in national projects and pilots aimed at improving disability management practices and customer value
Requirements
- Bilingualism (fluent in French and English) required
- Bachelor’s degree in a related discipline
- Minimum of 10+ years of industry experience in insurance, disability management, or related fields
- Proven leadership skills with the ability to inspire and engage teams
- Strong operational management experience, particularly in customer service and client relationship building
- Demonstrated ability to develop and maintain collaborative business relationships
- Experience in facilitating change and driving continuous improvement
- Superior analytical, communication, and problem-solving skills
- Self-starter with a bias for action and a winning attitude
- Skilled in strategic planning, negotiation, and decision-making
- Deep understanding of morbidity management and disability claims processes
- Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment.
Benefits
- Health insurance
- Retirement plans
- Flexible work arrangements
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
disability claims adjudicationcase managementoperational metrics managementfinancial risk managementstrategic planningnegotiationdecision-makingmorbidity managementcontinuous improvement
Soft Skills
leadershipcoachingperformance managementcustomer serviceclient relationship buildingcollaborative business relationshipsanalytical skillscommunication skillsproblem-solving skillsself-starter
Certifications
Bachelor’s degreeReliability Status Security Clearance