We are seeking a Vice President, Operations to lead and elevate our client success function across the Benefit Solutions portfolio.
This leader will be responsible for driving operational excellence, service delivery, process improvement, and organizational effectiveness across a diverse and growing business. The successful candidate will partner closely with Technology, Product, Client Success, and business leaders to strengthen capabilities, improve efficiency, and support long-term growth while maintaining a strong focus on quality and client outcomes.
The Vice President, Operations will:Operational Leadership & Performance- Develop and execute operational strategies that support business objectives, service excellence, and sustainable growth.
- Lead daily operational performance across benefits administration, claims administration, customer service, and related functions.
- Establish and monitor operational KPIs, performance metrics, and reporting to drive accountability and continuous improvement.
- Ensure high-quality service delivery while enhancing productivity, consistency, and overall operational performance.
Operational Excellence & Continuous Improvement- Identify opportunities to streamline processes, improve workflows, and enhance the consistency of service delivery.
- Standardize operational practices, controls, and performance expectations across teams.
- Promote a culture of continuous improvement, accountability, and operational excellence.
- Utilize data and analytics to support decision-making and improve operational outcomes.
Technology & Innovation- Partner with Technology and Product teams to enhance operational processes and service delivery capabilities.
- Support the implementation and adoption of technology solutions that improve efficiency and client outcomes.
- Leverage automation, analytics, and digital tools to strengthen operational performance and scalability.
- Help ensure operational readiness for new products, services, and business initiatives.
Leadership & Organizational Effectiveness- Build, coach, and develop a high-performing operations organization.
- Establish KPIs and accountability measures that drive team performance and business results.
- Foster collaboration across departments and promote a culture of engagement, service excellence, and continuous learning.
- Develop organizational capabilities to support future growth and evolving business needs.
To be successful as Vice President, Operations, you will need:- 15+ years of progressive operational leadership experience within Benefits Administration, Group Insurance, Third-Party Administration (TPA), Claims Administration, or similar service-based environments.
- Proven success leading complex operational teams and service delivery functions.
- Strong understanding of operational performance management, process improvement, and client-focused service delivery.
- Experience leveraging technology and data to improve efficiency, productivity, and business outcomes.
- To be strategic, results-oriented, and operationally focused.
- To be a strong leader with the ability to build, develop, and motivate high-performing teams.
- Collaborative partner who drives alignment across functions and business units.
- Data-informed decision maker with strong business and operational acumen.
- Accountable, execution-focused, and committed to delivering measurable outcomes.
- Able to navigate complexity while maintaining a focus on employee, client, and business success.
All-star candidates will have:- Fluency in both English & French (highly desired).
- Experience working with multi-employer benefit plans, benefits administration, claims management, retirement, insurance, or related service organizations.
- Experience in high-growth, private equity-backed, or multi-entity organizations.
- Demonstrated success improving operational performance through process optimization and technology-enabled solutions.
- Experience managing geographically dispersed teams and multiple operational functions.
The successful candidate will be offered a competitive compensation package that includes a competitive base salary, performance-based bonus opportunity, and comprehensive benefits.
