Disability Associate Director

iA Financial Group•Montreal, QC

3d•CA$100,000 - CA$130,000•Hybrid

About The Position

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.

Requirements

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.
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.

Nice To Haves

Certifications such as LOMA, HIAA, or ICA are a plus.

Responsibilities

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.