Director, Disability Strategy, Specialty Services & Excellence

Reporting to the Senior Director, Disability Claims,this role is responsible for evolving and strengthening iA's disability operating model to meet the changing needs of plan members, clients, and the business in an increasingly digital environment.

The incumbent provides national leadership for disability specialty services andCentresof Excellence, working closely with operational, modernization, innovation,analytics,sales,andserviceteams to improve service delivery, build organizational capability, and support the division's strategic priorities.

The role ensures specialty servicesworkseamlessly with the teams they support, providing the expertise, tools, and solutions needed to deliver excellenthigh-qualityservice, timely decisions, recovery outcomes, and continuous improvement.

Working in partnership with Disability Operations leadersand internalpartners, the incumbent engages with clients, advisors, employees, suppliers, and industry stakeholders to identify opportunities and advance practical solutions. The role supports iA's long-term ambitions by strengthening our leadership in disability managementthrough positive wellness, recovery,and sustainable return-to-work outcomesand anexceptionalplan member and clientexperience.

1. Service Excellence & Performance (Operational Backbone)

• Oversee claim strategies, process improvements, quality assurance,appeals,litigationsupport, governance, regulation up-dates,performance outcomes, and KPI attainment.

• Optimizethe frameworks, standards, governanceof these servicesto align withourevolvingbusiness needs, drivingimprovement while protecting client and organizational financial outcomes.

• Ensureour specialized disability service team is accessible,aligned to business needs, delivers measurable operational value and remains alignedwithkeyfunctional partners.

2. Disability Strategy & Operating Model Evolution

• In close partnershipwith leaders, drivethestrategy and transformationobjectives.

• Translate strategic priorities into practical, scalable operating changes (processes, roles,how-totools, governance).

• Lead cross‑functional alignment with Product, Sales, Service, Finance, and Technology.

• Monitor, measureand driveexecution and adoption of transformation,automation and AI/digitalinitiatives.

3. Innovation, AI & Continuous Improvement (Disability‑Specific) 

• Work closely with our modernizationteams to lead disability innovation,process improvement,automation, AI enablement, and digital transformation initiatives, with clear decision frameworks,KPIs,explainability and risk controls.

• Drive process standardization, efficiency, and sustainable operational improvements.

4. Client & Market Leadership

• Serveas adisability subject matter leader for clients, advisors, and industry stakeholders.

• Leverage operational insights and market intelligence to strengthen client value and competitive differentiation.

• Supportkey client interactions, industryengagement,and business growthobjectives.

5. Vendor, Data & Governance Leadership

• Oversee vendor management strategies to improve outcomes and manage costs.

• Ensure compliance with regulatory, audit, and internal control expectations.

6. Talent, Capability & Leadership Development

• Help build a future‑ready disability workforcewith strong technical, leadership, and decision-making capabilities.

• Develop canters of expertise and leadership pipelinesandlead upskilling initiatives aligned withourevolving business needs.

• 10+ years of progressive leadership experience within disability claims management, claims, or other related insurance operations.

• Strong expertise across claims operations, strategy, transformation, andgovernance

• Demonstrated success leadingand guiding teams successfully throughinnovation and large‑scale changeinto production, with measuredimprovement outcomes and gains

• Exceptional leadership, coaching, communication, and stakeholder management skills, with a track record of building high-performing teams and developing leaders.

• Deep understanding of disability trends,disabling conditions such asmental health, return‑to‑work practices, and regulatoryenvironments

• Proven ability to influence senior stakeholders, clients, and industry partners Advanced proficiency in both French and English, as the incumbent will be required to collaborate daily, both verbally and in writing, with unilingual English-speaking partners, teams, and stakeholders across Canada and internationally.