Manager, Operational Excellence & Strategic Projects

Location: Ontario, Canada

Position Type

Permanent

If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.

As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

The Manager, Operational Excellence & Strategic Projects is responsible for leading high-impact initiatives that improve operational effectiveness, service quality, employee capability and customer outcomes across Life and Disability operations. Working closely with Operations, Quality Services, Business Analysts, Technical Writers, Training and other key stakeholders, this role leads a team of quality analysts and projects from concept through implementation and ensures sustainable improvements aligned with organizational priorities.

What You’ll Do

As a Manager at Medavie, you will embody our values of Caring, Accountable, Responsive, Innovative and Community-minded while fostering an inclusive, high-performing team environment. Success in this role requires strong leadership capabilities to coach & develop others, set direction, build collaborative relationships, champion a customer-focused mindset, lead through change, and drive accountability for achieving results.

Quality Audit & Decision Review Program

• Establish and lead a Quality Audit & Decision Review Team responsible for evaluating the quality, consistency and effectiveness of ongoing claim management, and LTD, COD and MBP claim decisions.
• Develop decision-review methodologies, scoring frameworks and calibration processes to assess both technical accuracy and quality of judgment.
• Identify decision-making trends, risks, coaching opportunities and systemic issues requiring operational, training or process improvements.
• Facilitate regular decision-calibration sessions with operational leaders and subject matter experts to promote consistency and best practices across teams.
• Provide reporting and actionable recommendations to leadership to strengthen decision quality, customer outcomes, risk management and operational effectiveness.
• Monitor the impact of quality review findings and ensure corrective actions are implemented and sustained.
• Collaborate with the training team to ensure that training and coaching material/tools are created to help improve the identified quality gaps/trends.
• Life and Critical Illness Operations
• Critical Illness and Life Claims Management
• Lead a team of Life and Critical Illness Specialists

People Leadership

• Provide regular coaching and feedback
• Participate in Engagement Activities
• Focus on succession planning

What You Bring

Post-secondary education in Business, Health Administration, Project Management, Adult Education or a related field, or an equivalent combination of education and experience.

Business-driven and people-oriented leadership capabilities that ensure high performance, create exceptional employee experiences, and support Medavie’s culture.

Experience leading cross-functional projects and process-improvement initiatives.

Experience in change management and stakeholder engagement.

This role is ideally suited for an experienced disability or insurance leader who is passionate about quality, operational excellence and continuous improvement. The successful candidate combines strong people leadership with strategic thinking and possesses the ability to translate operational insights into meaningful improvements that enhance decision quality, customer outcomes and business performance. They are equally comfortable leading a team, influencing senior stakeholders, challenging the status quo and driving cross-functional initiatives that deliver measurable results.

Strong leadership skills with the ability to build, develop and inspire high-performing quality and audit teams.

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, with the ability to identify trends, risks and systemic improvement opportunities.

Experience with process mapping, root-cause analysis, continuous improvement methodologies and operational excellence frameworks.

Demonstrated ability to translate trends and operational insights into actionable business improvements.

Strong project management, planning and organizational capabilities, with experience leading multiple initiatives simultaneously.

Proven ability to influence stakeholders and drive change across cross-functional teams.

Excellent written and verbal communication skills, including the ability to present complex information to operational and executive audiences.

Experience developing operational documentation, procedures, job aids, quality standards and help collaborate on training materials.

Strong facilitation, coaching and consultation skills to support continuous learning and performance improvement.

Proficiency in data analysis, reporting and performance measurement to support evidence-based decision making.

Bilingualism in French and English. English proficiency is required to perform the duties of the role, which include daily collaboration with teams and partners outside Québec who operate primarily in English.

What’s in It for You

• A purpose-driven organization dedicated to improving the well-being of Canadians.
• A comprehensive benefits plan, including health and dental coverage that is 100% employer paid from day one, plus wellness benefits, health resources, and fitness center discounts.
• A flexible work environment that supports work–life balance and empowers employees to thrive.
• Robust professional development opportunities, including leadership programs, ongoing learning, and career growth pathways.
• A collaborative and inclusive culture where your expertise is valued, your voice matters, and your contributions help shape our product strategy.
• The opportunity to lead a dedicated team that directly contributes to the quality of service delivered to members and clients.

#CBM1

#LI-VS1

This posting is for a newly created position within our organization.

Pay Range

99,177 - 119,013 CAD

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.

If you experience any technical issues throughout the application process, please email: [email protected].

Additional Locations: Newfoundland and Labrador, New Brunswick, Prince Edward Island, Nova Scotia