Director, Group Life & Disability Service Excellence

Medavie • Moncton, NS

1d • Hybrid

About The Position

As a national health solutions partner, Medavie puts people first in everything they do, starting with their team of 8,000+ professionals. They collaborate and innovate to create industry-leading solutions in insurance, primary care, and emergency medical services that impact millions of lives in Canada each year. Their mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest. Medavie celebrates individuality and values the diverse perspectives and skills their employees contribute. They offer competitive pay, comprehensive benefits, and opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is a place where employees can be their best selves, feel they belong, and achieve their full potential.

Reporting to the Vice President, Life & Disability, the Director, Life & Disability Services Excellence is accountable for defining and maintaining the clinical standards, Curated Care pathways, and quality frameworks that guide day-to-day decision making across Life & Disability. This role establishes the clinical and quality guardrails that enable operational teams to act early, act consistently, and move claims forward with confidence, balancing claimant outcomes, defensibility, and financial performance across STD, LTD, Life, CI, Quality, and Appeals. The Director serves as the enterprise-wide clinical and quality resource for complex, high-risk claims, including litigation and appeals, providing expert guidance and escalation support to ensure sound, defensible decisions. The Director owns the design and evolution of Curated Care pathways, provider network architecture, and quality measures, ensuring they are practical, scalable, and fully embedded in operations. In close partnership with Operations and Technology, the Director leverages data, AI, and technology to anticipate emerging trends, support early intervention, improve recovery outcomes, and translate standards into effective training and capability development across teams.

Requirements

• University degree in healthcare, business, or a related field.
• A minimum of 10 years of related experience in group insurance, specifically within disability case management with progressive management experience.
• A strong track record of coaching and developing senior managers and other leaders at varying levels.
• Ability to build effective relationships with both internal and external stakeholders and thrive in a fast-paced environment where you can prove your exceptional organization and prioritization capabilities.
• Strong business and financial acumen.
• Knowledge of Life & Critical Illness benefit lines.
• Knowledge in the area of litigation.
• Ability to nurture and develop professional teams and inspire, motivate and engage staff to provide consistent high levels of quality service.
• Excellent interpersonal, communication, presentation and negotiation skills.
• Bilingualism (English/French) is a strong asset.

Nice To Haves

• Bilingualism (English/French) is a strong asset.

Responsibilities

• Provide leadership and direction to teams responsible for Life and Critical Illness (CI), medical consultants and training teams to ensure consistent clinical judgment, strong decision quality, and sustained capability development.
• Own the training strategy and execution for Life & Disability Services Excellence, ensuring clinical standards, Curated Care pathways, and quality expectations are embedded into day-to-day practice.
• Oversee the design, delivery, and governance of training programs supporting claims, appeals, and litigation, aligned with best practices and regulatory expectations.
• Identify, plan, and implement initiatives that improve quality and enhance claimant experience across the claim journey.
• Oversee clinical risk mitigation strategies and provide escalation direction for complex, high-risk, or sensitive claims.
• Design and maintain Curated Care pathways, clinical frameworks, and standards that define how Disability care is delivered.
• Ensure pathways are fully enabled through training, guidance, and decision support, not just documentation.
• Conduct environmental scans and integrate emerging clinical, regulatory, and industry trends into both pathway evolution and training strategy.
• Establish governance models that ensure external providers actively support Medavie’s Curated Care pathways, clinical standards, performance expectations, and metrics.
• Drive accountability, consistency, and quality across the provider ecosystem to support strong claimant outcomes and accessibility to care.
• Lead the development of standards that ensure quality, defensibility, and alignment with regulatory expectations.
• Enable execution by translating standards into training, tools, and change initiatives that drive consistent adoption.
• Conduct audits and leverage insights to enhance training and operations practices.
• Accountable for the clinical and quality business ownership of core platforms (including FINEOS and other supporting technologies), ensuring they enable Curated Care pathways, clinical standards, and quality outcomes.
• Define and prioritize clinical, quality, and AI enabled requirements for FINEOS and related systems in partnership with Technology, Data, and Operations teams.
• Ensure technology solutions support defensible, consistent, and evidence based clinical decision making across disability and health services.
• Build organizational capability and confidence in the use of technology and AI by promoting change adoption, and responsible innovation practices.
• Identify and enable opportunities where technology and AI can enhance clinical quality, consistency, efficiency, and scalability while maintaining strong governance and defensibility.
• Understand the organization’s core business operations and strategic plans to translate priorities into action plans for Life and Disability Services through innovative problem-solving solutions.
• Drive strategic change in alignment with organizational objectives.
• Define new approaches to achieve results by improving or transforming culture, systems, products, or services, and help others overcome resistance to change.

Benefits

• Comprehensive benefits plan, including health and dental coverage that is 100% employer paid from day one
• Wellness benefits
• Health resources
• Fitness center discounts
• Flexible work environment that supports work–life balance
• Robust professional development opportunities, including leadership programs, ongoing learning, and career growth pathways.

What This Job Offers

• Job Type: Full-time
• Career Level: Director