Canada Life is hiring a Director, Disability Management Services Offices to provide strategic leadership and operational oversight for one or more Disability Management Services Offices (DMSOs). You will ensure the delivery of high-quality disability claims adjudication and case management services, driving performance, best practices, and compliance with service standards.
What You'll Do
- Ensure high standards of disability claims adjudication and case management are consistently achieved.
- Lead the implementation and execution of best practices across the DMSO, including tools, reporting, coaching, and compliance.
- Oversee the delivery of the Disability Intervention Services program and ensure alignment with morbidity management strategies.
- 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, ensuring alignment with strategic goals.
- Partner with internal teams (e.g., Strategic Health Practices, Business Development, Underwriting) to support client relationships and service delivery.
- Manage financial risk through oversight of claims cost and reserve reporting, contributing to national morbidity results.
- 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.
What We're Looking For
- 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 (a condition of employment, cost covered by Canada Life).
Team & Environment
You will lead a high-performing team within one or more Disability Management Services Offices.
Benefits & Compensation
- Annual base salary: $114,200 - $164,200.
Work Mode
This is an onsite position based in Langley, BC.
We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our values are: we step up, we do the right thing, and we deliver – for our customers, communities and each other.
