Director, Disability Management Services Offices

Permanent Full Time 

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We are looking for a Director, Disability Management Services Offices (DMSO) in our Edmonton office.

The Director will provide strategic leadership and operational oversight for one or more Disability Management Services Offices (DMSOs), ensuring the delivery of high-quality disability claims adjudication and case management services. This role is responsible for driving performance across all aspects of the DMSO, including the execution of best practices, delivery of the Disability Intervention Services program, and ensuring compliance with service standards that support plan members in their recovery journey.

The Director will lead a high-performing team, fostering engagement, development, and retention. This role requires a strong focus on customer experience, operational excellence, and financial risk management, with a commitment to continuous improvement and innovation in disability management.

What you will do

• Ensure high standards of disability claims adjudication and case management are consistently achieved
• Lead the implementation and execution of best practices across the DMSO, including tools, reporting, coaching, and compliance
• Oversee the delivery of the Disability Intervention Services program and ensure alignment with morbidity management strategies
• 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, ensuring alignment with strategic goals
• Partner with internal teams (e.g., Strategic Health Practices, Business Development, Underwriting) to support client relationships and service delivery
• Manage financial risk through oversight of claims cost and reserve reporting, contributing to national morbidity results
• 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

What you will bring

• 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. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada  website.  The cost of submitting these checks will be covered by Canada Life.

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The base salary for this position is between $114,200 - $164,200 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life 

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.  

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you! 

What we offer:  

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member: 

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement. 

• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being. 

• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.  

• Financial Security: Company-matching pension plan, share ownership program and additional investment options. 

• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!  
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.  

Learn more about Canada Life.  

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact  talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.  

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.