Director, Business Delivery
Permanent Full Time
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We are looking for a Director, Business Delivery. Exceptional customer, member and advisor experiences depend on strong operational foundations. The Director, Business Delivery leads a national team that turns operational knowledge into consistent, scalable and continuously improving ways of working across Canada Operations.
Reporting to the Vice-President, Shared Services, this role provides leadership for business process management, knowledge management, operational change enablement, process governance and continuous improvement. The portfolio supports Insurance, Wealth, Workplace Solutions, Claims, Contact Centres and Financial Operations.
The successful candidate will set a unified direction for process excellence and quality, strengthen governance and measurement, and prepare the organization for increased automation, workflow technologies and AI-enabled knowledge management.
What you will do:
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Lead a national, geographically dispersed team responsible for business process management, knowledge management, quality and operational enablement.
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Establish a unified vision, operating model and governance approach for process excellence, knowledge management and operational effectiveness across supported business areas.
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Partner with Operations, Technology, Risk, Compliance, Legal and project teams to assess business impacts, operational readiness, regulatory requirements and control needs.
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Translate strategic and transformation initiatives into sustainable processes, procedures, quality programs, knowledge assets and adoption plans.
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Advance end-to-end process management by finding opportunities to simplify, harmonize and standardize processes, reporting, tools and practices.
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Establish practical governance structures, performance measures and management reporting to monitor quality, service commitments, business outcomes and continuous improvement.
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Lead the evolution from document-focused practices to integrated knowledge and workflow solutions that improve accessibility, lifecycle management and reuse.
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Identify opportunities to share technology, process and quality solutions across business units, using strong approaches already working elsewhere in the organization.
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Build readiness for automation, intelligent workflow, AI-enabled search and future operating model changes while supporting appropriate controls and responsible adoption.
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Advise senior leaders, influence priorities in a matrixed environment, and align business delivery with evolving customer, member, advisor and regulatory needs.
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Optimize resources and create capacity for strategic work while maintaining reliable day-to-day service delivery.
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Lead, coach and develop managers and employees, fostering accountability, collaboration, innovation, succession planning and continuous learning.
What you will bring:
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Significant leadership experience in operational excellence, business process management, knowledge management, quality assurance, transformation or shared services.
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Experience leading large or geographically dispersed teams through change, modernization and complex delivery priorities.
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A strong understanding of operations in financial services or another highly regulated industry, including governance, risk, controls and regulatory expectations.
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Experience designing or improving quality programs, process standards, performance measures, service commitments and management reporting.
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Knowledge of process improvement approaches such as Lean, Six Sigma, business process management or operational excellence frameworks.
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Experience implementing workflow, process management, knowledge management, automation or related technology solutions.
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An understanding of emerging capabilities such as AI-enabled knowledge, intelligent automation and digital process management, with the judgement to support responsible adoption.
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The ability to translate strategy into clear operational outcomes, priorities, business cases and sustainable ways of working.
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Strong analytical, problem-solving and decision-making skills, supported by a practical and data-informed approach.
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Excellent communication, relationship-building and influencing skills, including experience advising senior leaders and working across complex, cross-functional environments.
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A people-centred leadership style that builds high-performing teams, develops talent and creates an inclusive environment where employees can do their best work.
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The base salary for this position is between $120,000 - $145,000 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.
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Toronto, ON, CA Winnipeg, MB, CA London, ON, CA