Director, Business Delivery

Permanent Full Time 

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We are looking for an Director, Business Delivery to join our Canada Operations team!

Canada Operations represents our largest team at Canada Life with over 5,000 staff supporting all lines of business in Canada. This team is an exciting growth area as we add new technology, capabilities and unlock strategic opportunity in our operations area as a tailwind for the Canadian business.   

The successful candidate will have a proven track record of executive function, project management and delivery, leading high performing teams and coordinating across complex environments.

What you will do

• Establish CanOps Quality Center of Excellence, providing strategic leadership to quality teams across business units and facilitating best practice sharing between teams to operate as  ‘One Canada Life’ 

• Design effective quality programs to deliver on requirements established by the business; executing the “how” to fulfill the “what” 

• Lead the effort to embed standardization into quality programs, building standard practices across processes, reporting, and tools between teams  

• Identify opportunities to share technology and process solutions between business units, leveraging best-of-breed solutions across quality teams  

• Establish governance structures and processes within CanOps to ensure quality performance is meeting business objectives

• Oversee and optimize resource allocation, ensuring teams are equipped to meet the quality assurance needs of the business 

• Set clear performance goals for Quality Assurance Managers, providing ongoing feedback and implementing change as necessary to drive improved performance 

• Lead initiatives that support talent development, succession planning, and workforce optimization within the quality function

• Collaborate with business leaders to establish and refine quality assurance KPIs and SLAs, refreshing KPIs and SLAs on a frequent basis to ensure they evolve with business priorities, regulatory changes, and member experience initiatives  

• Own and oversee KPI and SLA compliance, ensuring adherence to internal and external service level commitments 

• Navigate and influence within a matrix structure, working cross-functionally within CanOps and the business units to improve operations 

• Serve as a trusted advisor to business unit leaders, aligning quality assurance programs with evolving business needs 

• Build a strong partnership with Member Experience to incorporate member objectives into the design and execution of the quality programs 

• Work closely with regulatory, legal, and risk teams to ensure that quality assurance programs align with industry regulations and compliance requirements 

• Identify industry trends related to quality assurance, adapting processes and methods to evolve with market change

What you will bring

• 5-10 years of insurance or financial services leadership experience
• Strong communication skills to drive relations with a variety of internal and external stakeholders
• Excellent people leadership skills to motivate, drive, and lead a broad team through a constantly evolving and complex environment
• Highly motivated with the ability to lead and make collaborative decisions in a fast-paced highly regulated entity
• Strong attention to detail and time management skills to lead the delivery of multiple deliverables at the same time
• Ability to anticipate, analyze, and clearly articulate complex projects, initiatives, and assignments efficiently and effectively
• Strategic mindset and ability to think across multiple horizons and integrate themes and capabilities in to a broader delivery plan
• An executor – someone who can take charge and deliver on projects and initiatives at scale
• A data driven approach that captures relevant and timely information and can present a robust fact based approach to problem solving and managing their team and the broader business

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The base salary for this position is between  $92,100- $170,500 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.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

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

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