Provide strategic leadership and operational oversight for Disability Management Services Offices (DMSOs)
Ensure high standards of disability claims adjudication and case management are consistently achieved
Lead the implementation and execution of best practices across the DMSO
Oversee the delivery of the Disability Intervention Services program
Monitor and manage operational metrics including productivity, service quality, speed, and claims cost
Drive continuous improvement initiatives to enhance customer experience and operational efficiency
Provide leadership, coaching, and performance management to the DMSO team
Partner with internal teams to support client relationships and service delivery
Manage financial risk through oversight of claims cost and reserve reporting
Represent the DMSO in client meetings, addressing service concerns and identifying opportunities for enhanced service
Participate in national projects and pilots aimed at improving disability management practices and customer value

Bilingualism (fluent in French and English) required
Bachelor’s degree in a related discipline
Minimum of 10+ years of industry experience in insurance, disability management, or related fields
Proven leadership skills with the ability to inspire and engage teams
Strong operational management experience, particularly in customer service and client relationship building
Demonstrated ability to develop and maintain collaborative business relationships
Experience in facilitating change and driving continuous improvement
Superior analytical, communication, and problem-solving skills
Self-starter with a bias for action and a winning attitude
Skilled in strategic planning, negotiation, and decision-making
Deep understanding of morbidity management and disability claims processes
Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment.

Director, Disability Management Services

Key skills