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Vice-President - Case Management

3 months ago

Greater Toronto Area, Canada Lock Search Group Full time

Our client, a major global player in the travel insurance industry, is seeking a Vice-President - Case Management who will be responsible for establishing a clear vision, ensuring client satisfaction and appropriate care, optimizing operational efficiency, ensuring cost management and profitability while developing a strong leadership base.


Main responsibilities:

Cross Site Alignment and Load Sharing Strategy (30%)

  • Develop and implement a strategy for cross-site claims management, including common processes and tools for the Canadian Claims teams.
  • Optimize and leverage all of BPO site to optimize services & cost.
  • Establish global metrics and service standards for Case Management.
  • Support the development of new services and client implementation strategies in cooperation with other departments.

Strategy & Planning (20%)

  • Develop and communicate a vision for the Claims Management function that is aligned with the Global corporate vision.
  • Establish service standards for Case Management.
  • Conduct trend analysis on travel patterns and collaborate with other sites and assistance partners to ensure our global coverage.
  • Oversee strategic projects and initiatives.
  • In collaboration with the Canadian leadership team and our Global OPS team, develop and execute on our digital transformation roadmap and initiatives.
  • As an active member of the Canadian Operations Leadership team, contribute to the development of Global / Canadian Operations.

Operational Optimization and Service Delivery Excellence (30%)

  • Implement and achieve the annual operating plan within budget.
  • Prepare and propose a long-term forecast and capacity plan.
  • Implement and manage staffing costs within budget.
  • Ensure a thorough Quality Management plan is established, enhanced, and aligned with Global OPS governance.
  • Prepare, develop, sign-off, and achieve client SLAs (Service Level Agreement)
  • Ensure that our client's contractual commitments and quality standards are managed and met.
  • Successfully manage and report the day-to-day operations productivity and performance index in Case Management (Key Performance Indicators).
  • Ensure Business Continuity Planning (BCP) for global processes across sites; coordinate cross-site updates, maintenance and execution as needed.
  • Effectively partner and link with other operations departments and global / support functions regarding Case Management delivery, optimization, and development.
  • Ensure successful new service and client implementation within own organization in cooperation with global functions.
  • Ensure Case Management function profitability and efficiency.

Build and develop a high-performing organization (20%)

  • Create, develop, and lead a high-performing Leadership Team.
  • Ensure the alignment of plans, cascade of objectives and coherence of communication throughout the organization.
  • Establish the right processes and tools for planning and performance reporting, tracking and management.
  • Foster and promote an empowerment and continuous learning environment.
  • Facilitate ongoing and frequent communication of business strategy and results to all employees.


Required profile:

  • Bachelor’s degree in administration or customer service (or relevant experience).
  • Minimum of 10 years of case management and contact center experience in senior leadership positions.
  • Medical education or experience: an asset
  • Bilingualism considered an asset (French and English).
  • Location in Montreal (QC), Windsor (ON) or Sherbrooke (QC), hybrid model.
  • Available to travel to achieve business goals.


If you are interested in this role, send your CV to Pierre Lussier at plussier@groupelock.com, taking care to include “Vice-President - Case Management” in the subject of your email.