Senior Director, Claims and Contact Centre, Group insurance
- Employer: iA Financial Group
- City: Montréal
- Job category: Leadership and Management
- Job ID: J0118-0535
- Job type: Regular full time
Company OverviewiA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term.
With operations across Canada and in the United States, iA Financial Group and its over 5,000 employees work hard every day to offer the best service to over four million clients.
Reporting to the Senior Vice-President, Group Administration, the incumbent is primarily responsible for developing, supporting and maintaining strategies for all Claims Operations, and the Contact Centres in the Group Insurance division. Claims operations include those for Disability, Life, Health and Dental product lines, in both the Montreal and Toronto Group offices. These strategies are aligned with the objective of the division to be the best service provider in the group insurance industry while maintaining the financial integrity of the group insurance plans it administers. The incumbent is responsible for the planning, implementation and monitoring of services and interdepartmental processes that support the global strategy of the division. All activities must consider new trends in the market, new technologies, digital tools and new products, as well as support the four pillars of iA corporate strategy: Growth, Customer Experience, Efficiency and People. A key focus of this position is to ensure maximization of profit for the division through effective claims management.
In addition, the incumbent must ensure that all claims areas and contact centres work in cooperation and harmony with all functional units that interact with them. One of the key responsibilities of the incumbent is to ensure that the objectives of quality, turnaround times and continuous improvement are achieved. As such, the Senior Director will actively promote and engage in iA’s Lean philosophy and processes and will call upon the Continuous Improvement team to support in A3s, kaizens, DMS and other Lean initiatives.
The incumbent will provide leadership to the Directors of the Disability Management area in both the Montreal and Toronto offices, the Director for Health and Dental Claims, as well as the Director of the Contact Centre and Audit area. The team under his/her responsibility is composed of four directors (Montreal and Toronto) and includes 250 employees.
Extensive knowledge and experience in group insurance industry
• Bachelor’s degree in administration, actuarial science or any other combination of education and experience deemed equivalent
• 12 years experience, including 8 in human resources management
• Bilingualism (written and spoken) a major asset
• Consistent track record of leadership using the Lean philosophy
• Excellent customer service skills
• Excellent analytical skills
• Encouragement of team work
iA Financial Group adheres to an equal access employment program and encourages women, aboriginal persons, persons with disabilities, and members of visible minorities to apply.