Permanent Full Time

As the Associate Manager, Quality Assurance & Insights, you will lead a team of Quality Specialists responsible for delivering quality assurance, risk oversight, reporting, and control activities across multiple Canada Operations business areas. You will be accountable for ensuring the Quality function operates effectively day-to-day while helping evolve our practices, processes, and capabilities to meet future business needs.

This role requires strong people leader experience who can successfully balance operational execution with strategic improvement initiatives. The successful candidate will thrive in environments with evolving priorities, undocumented processes, and complex stakeholder relationships, bringing structure, governance, and innovative thinking to the organization.

What you will do

Lead the Quality Function

• Provide leadership and oversight for Quality Assurance programs across Canada Operations
• Ensure effective risk identification, control monitoring, and compliance with regulatory and operational requirements
• Strengthen governance frameworks, quality standards, and performance reporting to drive business accountability
• Deliver actionable insights and escalation of emerging risks, trends, and opportunities to support informed decision-making

Lead and Develop a High-Performing Team

• Lead, coach, and develop a high-performing team of 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

• Post-secondary education in Business, Finance, Insurance, Commerce, or a related field, or an equivalent combination of education and experience
• Insurance Operations Expertise - Strong understanding of insurance operations, products, processes, controls, regulatory requirements, systems and quality management practices
• Proven People Leader - 3+ years of experience leading, coaching, developing, and engaging high-performing teams while driving accountability and results
• Strong Critical Thinking & Decision-Making - Ability to analyze complex situations, identify root causes, solve problems, and make sound business decisions
• Operational Excellence & Continuous Improvement - Experience strengthening governance, improving processes, managing risk, and driving continuous improvement initiatives
• Results-Oriented & Adaptable - Proven ability to deliver results in fast-paced, evolving environments, balancing competing priorities and stakeholder expectations
• Strategic Leadership & Influence - Strong relationship-building, communication, and stakeholder management skills, with the ability to drive alignment, lead through ambiguity, and leverage technology and automation to improve business outcomes
• Transformation - Demonstrated experience identifying and implementing process efficiencies, technical solutions, and automation opportunities that improve productivity and business performance
• Bilingualism (French and English) is an asset.
• As this position is posted in several locations, we specify that bilingualism is an asset (fluent in French and English) but is required for Quebec only as the position will regularly serve our clients with French and English-speaking needs.

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, Toronto, Winnipeg, Montreal.

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: 6586

Category: Customer Service and Administration

Location: