Permanent Full Time

As an Associate Manager within Health & Dental Claims Operations, you will play a critical leadership role in delivering an exceptional claim experience for our plan members while supporting a high-performing and engaged team. You will lead Team Performance Leaders and/or operational teams, ensuring service commitments, quality standards, productivity targets, and employee engagement objectives are consistently achieved.

This role requires a collaborative, results-oriented leader who can balance operational excellence with employee development, coaching, and continuous improvement initiatives. You will work closely with leaders across Health & Dental Operations to identify opportunities, solve complex business challenges, and drive sustainable performance outcomes.

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: London, Montreal, Regina and Winnipeg.

What you will do

Leadership & People Development

• Lead, coach, and develop Team Performance Leaders and operational employees.
• Foster a culture of accountability, engagement, inclusion, and continuous improvement.
• Conduct regular performance discussions, career development conversations, and coaching activities.
• Support talent management, succession planning, and employee recognition initiatives.
• Effectively manage attendance, performance concerns, and employee relations matters.

Operational Excellence

• Deliver operational results across service, quality, productivity, and plan member experience metrics.
• Monitor workflow inventories and resource allocation to ensure service objectives are met.
• Analyze performance trends and identify opportunities to improve efficiency and effectiveness.
• Support the implementation of operational strategies and business initiatives.
• Lead and participate in productivity improvement projects and process optimization efforts.

Business Partnership & Collaboration

• Partner with leaders across Claims, Contact Centre, Training, Quality, Plan Member Services, and Technology teams.
• Manage escalated plan member, provider, and business partner concerns.
• Support change management initiatives, technology enhancements, and process updates.
• Collaborate across departments to remove barriers and improve end-to-end claim processing outcomes.

Governance & Risk Management

• Ensure claims are adjudicated in accordance with policy provisions, administrative guidelines, and operational procedures.
• Maintain a strong focus on compliance, risk management, and quality assurance.
• Identify trends, risks, and opportunities through operational data and reporting.
• Promote consistent application of policies and business practices.

What You Bring

Required Qualifications

• Post-secondary education or equivalent combination of education and experience.
• Minimum 5 years of leadership experience in an operations environment, preferrably involving Health & Dental claims
• Demonstrated ability to lead teams through change and deliver results in a fast-paced environment.
• Proven experience coaching and developing employees and leaders.
• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Ability to build relationships and influence across multiple levels of the organization.
• Experience leading large, geographically dispersed teams.
• Lean, Continuous Improvement, or Operational Excellence experience.
• Advanced proficiency in Microsoft Office Suite and operational reporting tools.
• Experience interpreting operational metrics and translating insights into action plans.
• Reliability Status Security Clearance - this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.

-The base salary for this position is between $71,900 - $119,800 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

#LI-Hybrid

Requisition ID: 6629

Category: Claims Management

Location: