Director, Training, Knowledge & Continuous Improvement
About The Position
We’re looking for a Director, Training, Documentation & Continuous Improvement to build and lead a specialized team that strengthens the “front end” of Group Benefits operations, plan setup, member administration, and claim payment, so it runs with greater quality, consistency, and confidence. You’ll set the standards that make work repeatable and right-first-time, using clear processes, strong training, trusted documentation, and disciplined root‑cause elimination. In close partnership with Underwriting, configuration, operations, and delivery teams, you’ll ensure inputs, rule configuration, and operational handoffs are executed with precision, reducing downstream rework, accelerating cycle times, and improving the client and member experience.
Requirements
- 7–10+ years’ experience in group benefits operations (claims, plan setup, underwriting operations) or a related field.
- Deep knowledge of health and dental benefits administration, including business rules and configuration logic.
- Proven people leader with experience building, developing, and transforming high-performing teams in complex operational environments.
- Demonstrated results in process improvement, quality management, and continuous improvement (Lean Six Sigma or equivalent).
- Exceptional communication and stakeholder-management skills, with the ability to influence and align cross-functional, geographically distributed partners.
- Strong analytical mindset; uses data and metrics to identify trends, diagnose issues, and drive measurable improvements.
- Hands-on experience with rule configuration and/or policy administration systems.
- Experience working with offshore delivery partners and BPO environments to deliver consistent outcomes at scale.
Nice To Haves
- Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
Responsibilities
- Develop a training strategy to build rule‑configuration expertise.
- Create onboarding, assessments, certifications, and learning pathways.
- Partner globally to ensure consistent capability.
- Create and maintain a centralized framework for processes and configuration standards.
- Use templates and playbooks to reduce reliance on tacit knowledge.
- Align documentation with partners like RGO and Underwriting.
- Run a continuous improvement program to reduce variation and defects.
- Perform root‑cause analysis, use analytics to identify trends, and work with QA to establish metrics and feedback loops.
- Act as the connector across operations teams.
- Drive simplification and standardization of business rules.
- Champion new processes and support major transformation efforts.
- Lead the TK&CI team, set priorities, and build a multiyear roadmap.
- Foster a culture of learning and accountability while providing coaching and development.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- paid holidays
- vacation
- personal
- sick days
- full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
