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Manager, Operational Excellence – Strategic Projects
Medavie. Lead high-impact initiatives improving operational effectiveness, service quality, employee capability and customer outcomes across Life and Disability operations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading quality assurance initiatives and operational effectiveness within Life and Disability operations, with a strong focus on decision quality assessment, stakeholder engagement, and process improvement methodologies. Proficient in developing training materials and facilitating coaching sessions to enhance employee capability and customer outcomes.
Highest-signal resume keywords
Quality Assurance ExpertiseDisability Management KnowledgeProject Management SkillsBilingualism in French and EnglishAnalytical and Problem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Decision Quality AssessmentProcess MappingRoot-Cause AnalysisContinuous Improvement MethodologiesOperational Excellence FrameworksData AnalysisPerformance MeasurementQuality Standards DevelopmentTraining Material DevelopmentClaim Adjudication Principles
Soft Skills
Coaching SkillsFacilitation SkillsStakeholder EngagementCritical ThinkingCommunication Skills
Industry Keywords
Life and Disability OperationsInsurance OperationsClaim ManagementLTD ProductsCOD ProductsMPB ProductsQuality AuditDecision Review TeamEngagement ActivitiesSuccession Planning
About the role
Key responsibilities & impact- Lead high-impact initiatives improving operational effectiveness, service quality, employee capability and customer outcomes across Life and Disability operations
- Lead a team of quality analysts and projects from concept through implementation
- Establish and lead a Quality Audit & Decision Review Team
- Develop decision-review methodologies, scoring frameworks and calibration processes
- Evaluate the quality, consistency and effectiveness of claim management and LTD, COD and MBP claim decisions
- Identify decision-making trends, risks, coaching opportunities and systemic issues
- Facilitate decision-calibration sessions with operational leaders and subject matter experts
- Report recommendations to leadership to strengthen decision quality, customer outcomes, risk management and operational effectiveness
- Monitor quality review findings and ensure corrective actions are implemented and sustained
- Collaborate with training teams to create materials and tools addressing quality gaps and trends
- Lead Life and Critical Illness Specialists
- Provide regular coaching and feedback
- Participate in engagement activities
- Focus on succession planning
Requirements
What you’ll need- Post-secondary education in Business, Health Administration, Project Management, Adult Education or a related field, or an equivalent combination of education and experience
- Experience leading cross-functional projects and process-improvement initiatives
- Experience in change management and stakeholder engagement
- Experience leading teams in disability or insurance operations
- Deep knowledge of disability management, insurance operations and claim adjudication principles, including LTD, COD and MPB products
- Expertise in quality assurance, decision quality assessment and calibration practices
- Strong analytical, critical thinking and problem-solving skills
- Experience with process mapping, root-cause analysis, continuous improvement methodologies and operational excellence frameworks
- Strong project management, planning and organizational capabilities
- Proven ability to influence stakeholders and drive change across cross-functional teams
- Excellent written and verbal communication skills
- Experience developing operational documentation, procedures, job aids, quality standards and training materials
- Strong facilitation, coaching and consultation skills
- Proficiency in data analysis, reporting and performance measurement
- Bilingualism in French and English; English proficiency is required
Benefits
Comp & perks- Health and dental coverage that is 100% employer paid from day one
- Wellness benefits
- Health resources
- Fitness center discounts
- Flexible work environment supporting work–life balance
- Robust professional development opportunities, including leadership programs, ongoing learning, and career growth pathways
- Collaborative and inclusive culture
- Performance-based incentive programs for eligible employees
- Accommodations or adjustments during recruitment