Director – Integrated Contract Administration and Exclusive Services
iA Financial Group (Industrial Alliance)
full-time
Posted on:
Location Type: Hybrid
Location: Québec • Canada
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Job Level
About the role
- Lead, engage and develop a management team responsible for the administration of individual insurance contracts within modernized environments
- Ensure overall operational performance, including quality, response times, productivity, risk management and customer experience, in highly complex settings
- Play a key role in operationalizing modernization initiatives by ensuring the effective integration of modernized processes and systems into day-to-day operations
- Be accountable for the stability, performance and sustainability of modernized processes once delivered by transformation teams
- Ensure seamless coexistence between modernized processes, legacy processes and exclusive services to minimize impacts on customers, the sales force and business partners
- Develop, implement and enforce policies, procedures and service standards aligned with the business strategy
- Ensure compliance with national service and performance standards in a context of ongoing transformation
- Ensure that processes and tools support delivery of a distinctive, personalized customer experience, particularly for Elite clients and complex cases
- Plan, organize and manage departmental activities to achieve operational and strategic objectives while maintaining a balance between operational stability and evolving practices
- Define, monitor and analyze performance and management indicators to assess operational effectiveness, identify improvement opportunities and support decision-making
- Foster skills development and team engagement in a context of increasing specialization and long-term operational sustainability
- Communicate proactively and continuously with other divisional leaders, IT teams, project teams, the sales force and external partners to promote alignment and collaboration
- Support and advise teams and managers in resolving complex situations, going beyond problem-solving to create added value
- Establish and maintain strong, collaborative and sustainable working relationships with all internal and external stakeholders (MGAs, reinsurers, internal partners)
Requirements
- Holds an undergraduate degree in business administration, actuarial science, finance, accounting, law or another related discipline
- Minimum of ten (10) years of relevant experience, including at least three (3) years in a management role
- Significant experience in the administration of individual insurance contracts, including experience in complex environments, specialized services or modernization initiatives
- Demonstrated ability to lead multidisciplinary teams and manage highly complex operations
- Strong proficiency with Windows-based office tools
- Fluent French — the role requires daily interactions, communications and presentations with unilingual French-speaking partners
Benefits
- A work environment where learning and development are paired with a collective pursuit of excellence
- A healthy, safe, fair and inclusive workplace where potential can be fully expressed and developed
- Opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces
- Competitive benefits, including a flexible group insurance plan, a competitive pension plan, an employee share purchase plan, paid time off and wellness days, personal development opportunities, telemedicine, an employee and family assistance program, an ergonomic furniture program, performance bonus, discounts on iA products, and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
insurance contract administrationoperational performance managementrisk managementprocess integrationperformance analysispolicy developmentcompliance standardscustomer experience managementteam leadershipstrategic planning
Soft Skills
communicationcollaborationproblem-solvingteam engagementstakeholder managementorganizational skillsadaptabilityproactive leadershiprelationship buildingdecision-making