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.

7–10+ years’ experience in group benefits operations (claims, plan setup, underwriting operations) or a related field.
Bilingualism (English and French) is an asset.
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.

Health insurance
Dental insurance
Mental health benefits
Vision insurance
Short
and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Retirement savings plans (including pension and employer matching contributions)
Financial education and counseling resources
Generous paid time off program including holidays, vacation, personal, and sick days

Director, Training, Knowledge & Continuous Improvement

Key skills