Manager, Disability Service Center

Sector: Claims, Group Life and Disability Insurance / Work From Home / Montreal or Quebec or Toronto / Permanent position / French and English required_

You value making impactful decisions on a daily basis? You want to be empowered by a passionate team in a challenging environment? You are curious and love to learn something new every day?

The primary purpose of this position is to develop, implement and maintain strategies that are consistent with the division’s objective: to be the best-in -class service provider as it relates to group disability claims management within the Group Benefits and Retirement Solutions division.

The scope of this role is national with multi-disciplinary teams located in Montreal and Toronto.

As **Manager, Disability Service Center**, you will be responsible for the planning, implementation, monitoring of services and interdepartmental processes and on-going projects that support the division’s global strategy. This strategy must comply with new market trends, new technologies and new products, and support the Group's transformational program within the company’s financial objectives. In addition, you will ensure that all disability-related services work in cooperation and harmony with all functional units that interact with them. One of the key responsibilities of the incumbent is to ensure that the objectives of quality, continuous improvement and profitability are achieved.

You will also demonstrate strategic leadership by consulting with the Director, managers, and stakeholders to develop and implement strategies that are based on solutions that are proactive and responsive with an objective to maintaining a competitive advantage in the industry. Service delivery for all areas must differentiate iA from the competition.

**Responsibilities**:

- Manage and coordinate the Disability Service Center, ensuring quality services are delivered to clients.
- Plan the work and ensure timely progress of projects.
- Conduct bi-weekly meetings with subgroups to discuss cases, appeals, litigation, and projects.
- Provide consultation in appeals and litigation cases.
- Ensure employees are up to date with current knowledge and best practices.
- Maintain process harmonization within teams across Toronto and Montreal.
- Monitor the progress of projects and provide necessary feedback.
- Ensure that all procedures and best practices are followed to reduce errors in services provided.
- Ensure the strategic development of projects to meet the evolving needs of the disability service center.
- Improve the current processes in the disability claims department to increase efficiency and accuracy.
- Monitor and ensure the e-learning module is being used efficiently and effectively.
- Conduct Daily Management System (DMS) meetings.
- Promote continuous improvement and development through the introduction of new processes or skills.
- Implement quality assurance measures to ensure accurate, timely and effective handling of claims.

**As the manager** of the Disability Service Center team, the below responsibilities will be critical in ensuring the successful performance of the team and the provision of quality services to clients.
- Monitor team performance metrics, key moments, deliverables, and KPIs management.
- Address and resolve any grievances or escalations that arise from team members or clients.
- Conduct year-end performance reviews and appraisals for team members.
- Provide ongoing training, support, and development to team members to ensure that they are up-to-date with best practices and protocols.
- Foster a positive and inclusive work environment that values diversity and encourages teamwork.
- Ensure that the team provides excellent service to clients and manages cases ethically, responsibly, and effectively.

**Desired profile**:

- Bachelor degree in a related field and at least 10 years of relevant experience, including five years in management
- Extensive knowledge and experience in disability management (products, services, processes, technology and procedures).
- Excellent leadership, coaching and development skills.
- In-depth knowledge and experience in the Lean culture.
- Excellent communication and presentation skills.
- Strong team player who fosters collaboration and teamwork.
- Excellent English and French language skills, both oral and written due to frequent interactions with English and French-speaking colleagues or internal partners across Canada.

**Company Overview**:
**About**:
iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in