Operational Director, Disability Claims

iA Financial Group (Industrial Alliance)

Disability claims operations director leading national insurance teams for iA Financial Group. Driving adjudication quality, risk management, transformation, and client growth across Canada.

Posted 9/4/2026full-timeMontreal • 🇨🇦 CanadaLead💰 CA$130,000 - CA$150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in disability claims management, focusing on operational excellence, process optimization, and client-centric service delivery. Leverages strong analytical acumen and bilingual communication skills to drive performance and foster high-performing teams.

Highest-signal resume keywords

Disability Claims ManagementOperational ExcellenceTransformational Change LeadershipData-Driven Decision MakingBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims AdjudicationRisk ManagementProcess OptimizationFinancial AcumenData AnalyticsRehabilitation PracticesReturn-to-Work PracticesContinuous ImprovementDigital SolutionsAI Solutions

Soft Skills

LeadershipCoachingStakeholder ManagementCommunicationInfluencing

Industry Keywords

Disability ManagementClient ExperienceGovernanceComplianceService DeliveryOperational LeadershipHigh Service-Driven EnvironmentTransformation InitiativesVendor ManagementMarket Trends

About the role

Key responsibilities & impact

Lead disability claims operations and ensure consistent, high-quality service delivery nationally
Lead regional disability operations with a harmonized national focus to achieve service, quality, financial, productivity, and client experience objectives
Drive performance, accountability, consistency, and continuous improvement across teams
Optimize processes, controls, operational leadership, and scalability
Ensure sound and consistent claims adjudication aligned with policies, contractual obligations, and regulatory requirements
Manage risk, governance, complex claims, appeals, and litigation support
Monitor trends and performance to identify opportunities and mitigate risks
Partner with stakeholders to implement transformation and modernization initiatives
Ensure new processes, technology, and ways of working are adopted and embedded in daily operations
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
Partner with stakeholders to deliver business objectives and strategic initiatives
Act as a trusted operational leader in transformation and change efforts
Champion a client-centric culture and enhance client and member experiences
Support client retention and growth through exceptional service and differentiated disability solutions
Represent the organization as a subject matter expert with clients, advisors, and industry stakeholders
Use operational insights and market trends to enhance service delivery
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
Represent iA's disability management capabilities in client meetings, advisor sessions, sales presentations, and industry events
Translate strategic initiatives into practical, sustainable operational improvements

Requirements

What you’ll need

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 navigate complex situations while fostering accountability, service excellence, and continuous improvement
Proven ability to influence senior stakeholders, clients, and industry partners
Advanced proficiency in both French and English, with daily verbal and written collaboration with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally

Benefits

Comp & perks

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
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