Disability Associate Director

Build the Future with Us

Are you an experienced manager in disability claims processing who is growth-oriented, strategic, and eager to make a significant impact? Join our team as the leader of our “Specialized Services” team and help shape the future of our disability management operations by driving service excellence, operational performance, employee engagement, and digital transformation.

Reporting to the Director of Disability Management, you will establish and maintain a high-performance culture and lead a team of specialists who support our disability claims management service, ensuring service excellence, operational efficiency, advanced training, quality control, process optimization, risk management, and compliance with national standards.

You will play a key role in achieving our goals of service excellence and growth by identifying opportunities to improve client outcomes, enhance operational efficiency, and support the scalability of disability management services. You will establish and maintain high standards of quality, productivity, and customer satisfaction, while fostering collaboration across departments such as Member Experience, Legal, and Group Benefits and Retirement Solutions.

What You’ll Accomplish with Us

As Assistant Director, you’ll be at the heart of our mission.

Here are the key responsibilities:

• We are looking for an ambitious and visionary leader who thrives in a high-performance environment and is driven to improve work processes. You must be familiar with AI-based solutions and able to collaborate with highly skilled colleagues who support the department by ensuring exceptional results for both clients and employees.
• Effectively lead and mentor a team of disability specialists and specialized service teams, ensuring continuous improvement and the adoption of emerging technologies, while fostering a culture of innovation, data-driven decision-making, priority setting, and robust day-to-day operations.
• Establish and maintain a high-performance culture through clear expectations, support, development, accountability, and recognition, ensuring that both individual and team goals are consistently met.
• Contribute to achieving the company’s objectives by identifying opportunities to improve outcomes for clients, increase capacity, enhance operational efficiency, and promote the scalability of disability management services.
• Oversee HR activities: performance evaluations, interviews, training sessions, and team development.
• Maintain and update procedures, and help standardize processes nationwide.
• Advise internal teams on compliance with standards, regulatory changes, and best practices.
• Represent the team at planning meetings, on committees, and in interactions with clients.
• Ensure the delivery of high-quality services, participate in specific projects as needed, and contribute to contract holder satisfaction through proactive and responsive service.

What Could Help You Succeed in This Role

We are looking for someone who:

• Has proven experience managing disability claims.
• Holds a bachelor’s degree in a relevant field or has more than 10 years of equivalent experience.
• Strong collaboration, team leadership, and personnel management skills, with a proven ability to translate organizational strategy into concrete plans and lead teams through complex projects.
• Proven experience leading subject matter experts, adapting to changing business priorities while maintaining employee engagement and service excellence.
• Customer-focused mindset, with a proven ability to think strategically and perform well under pressure.
• Excellent analytical, organizational, and communication skills.
• A strong digital mindset and a passion for leveraging technology, AI, automation, and data to enhance the customer experience, operational efficiency, and employee performance.
• Proven ability to provide candid feedback and apply the principles of continuous improvement to streamline processes and optimize results in a constantly evolving environment.
• Certifications such as LOMA, HIAA, or ICA are a plus.
• Advanced proficiency in French, as the candidate will be required to communicate daily with English- and French-speaking clients and partners across Canada via email and phone calls.

Why will you enjoy working with us?

· A work environment where learning and development go hand in hand with a collective pursuit of excellence;

· A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed;

· The opportunity to work in a hybrid work environment, supported by flexibility and access to inspiring and innovative workspaces.

· Competitive benefits: Flexible group insurance, competitive retirement plan, stock purchase plan, vacation and wellness/personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonuses, discounts on iA products, and more!

Apply now and take control of your career where your talent truly matters!

Hesitating to apply?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply—your place might be with us, and we want to get to know you!

The typical salary range for this position is $100,000 to $130,000 CAD per year; the base salary offered may vary depending on knowledge, skills, years of experience, and internal equity related to the position. At iA, we are committed to offering a fair, equitable, and market-based compensation structure. Our market data is updated annually to reflect the most current market conditions.