Temporary Full Time

As the Associate Manager, Quality Assurance & Insights, you will lead a team of Senior Business Operations Specialists and Lead Quality Analysts responsible for driving operational efficiency, business process improvement, reporting, automation, and technology enablement across the Quality function.

In addition to ensuring the effective delivery of Quality programs and services, this role will play a key leadership role in executing the Quality transformation roadmap through the identification, prioritization, and implementation of initiatives that enhance quality coverage, strengthen controls, improve stakeholder experience, and increase operational efficiency.

The successful candidate will combine strong people leadership, business acumen, and technical capability to lead a team focused on process optimization, low-code automation, AI-enabled solutions, analytics, and continuous improvement. Leveraging tools such as Copilot, Power Platform, workflow automation, and reporting technologies, this role will help modernize the Quality function and deliver scalable solutions that support our long-term vision of a digitally enabled enterprise quality program.

What you will do

Lead Quality Enablement and Transformation

• Lead a team of Sr. Business Operations Specialists and Lead Quality Analysts responsible for identifying, evaluating, and executing operational improvement opportunities across the Quality function.
• Own and manage a pipeline of continuous improvement, automation, and technology opportunities, prioritizing initiatives based on business value, effort, risk reduction, and stakeholder impact
• Drive the implementation of Quality transformation initiatives, supporting the multi-year roadmap focused on automation, AI enablement, process modernization, and scalability.
• Identify and deliver low-code solutions using tools such as Copilot, Power Platform, workflow automation, and reporting technologies to improve efficiency and reduce manual effort.
• Partner with business and technology stakeholders to assess opportunities, define requirements, and implement sustainable solutions.
• Establish governance, prioritization frameworks, and value measurement practices to ensure initiatives deliver measurable business outcomes.
• Support discovery, pilot, and implementation activities that advance the future-state Quality operating model and enterprise quality platform strategy.

Lead and Develop a High-Performing Team

• Lead, coach, and develop a high-performing team of Sr Bos and Quality specialists, fostering a culture of accountability, engagement, and continuous improvement.
• Ensure operational excellence through effective delivery of quality programs, strong governance, and consistent service outcomes.
• Drive process improvement by standardizing workflows, strengthening controls, and creating structure within complex or evolving environments.
• Champion the adoption of technology, automation, AI, and analytics to enhance efficiency, insights, and future-state quality capabilities.

Build Strong Partnerships

• Partner with Operations, Risk, Compliance, Audit, and business leaders to strengthen quality, governance, and customer outcomes.
• Provide trusted advice, insights and actionable recommendations that improve operational performance and mitigate risk.
• Support business change, new initiatives, and evolving operational needs through effective quality oversight frameworks.
• Influence stakeholders and drive alignment across multiple business areas to achieve strategic and operational goals.

What You Will Bring

• Experience leading technology-enabled business transformation initiatives from concept through implementation and value realization.
• Demonstrated ability to translate business problems into scalable process, automation, or technology solutions.
• Proven leadership experience managing teams responsible for business transformation, process improvement, automation, analytics, or operational excellence.
• Post-secondary education in Business, Finance, Insurance, Commerce, or a related field, or an equivalent combination of education and experience.
• Strong understanding of operational processes within Insurance, Wealth, Claims, Call Centre, or related financial services environments.
• Demonstrated ability to lead through ambiguity, establish structure where processes are not fully defined, and drive execution across multiple priorities.
• Strong stakeholder management skills with the ability to influence business, operations, and technology partners.

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.

Requisition ID: 6641

Category: Customer Service and Administration

Location: