AVP, Claims (Operational Excellence)

Permanent Full Time

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Reporting to the Vice President, Claims, the Assistant Vice President (AVP), Claims is a key member of the Claims leadership team who drives operational excellence, business performance, and strategic transformation across Claims Operations. The role leads claims performance management, workforce strategy, process excellence, training and strategic initiatives to deliver strong customer, employee, and business outcomes.

This role serves as a critical bridge between strategy and execution, collaborating closely with the other AVP’s across Claims leadership and partnering across the enterprise to modernize claims operations, leverage technology and data-driven insights, and enable continuous improvement. A key mandate of the role is to build the capabilities, processes, and innovations needed for the future while ensuring operations can effectively meet the demands of today. Success requires a leader who can balance day-to-day operational accountability with long-term transformation priorities, influence across diverse stakeholder groups, and cultivate a high-performing, customer-focused culture that is prepared for the future of claims management.

What you will do

• Lead the execution of Claims Operations strategy by translating business priorities into actionable plans, partnering closely with the AVP’s across Claims, to align operational priorities, advance strategic initiatives, and drive performance, efficiency, and exceptional customer outcomes.
• Provide leadership and oversight for claims performance management, workforce planning, business analytics, process excellence, and strategic initiatives.
• Drive operational excellence through effective governance, performance management, and continuous improvement practices that enhance service, quality, productivity, and financial outcomes.
• Partner with Claims and enterprise leaders to identify and execute both short term continuous improvement and transformation opportunities that simplify processes, modernize operations, and improve employee and customer experiences.
• With enablement support, develop and leverage data, analytics, and business insights to support Claims Operations and inform decision-making, identify emerging trends, and drive measurable business results.
• Champion innovation and technology adoption, including automation and digital workforce capabilities, to increase straight-through processing, operational effectiveness, and scalability.
• Lead cross-functional initiatives and foster strong partnerships across Operations, Technology, Finance, Human Resources, and other enterprise functions to deliver strategic outcomes.
• Ensure effective resource allocation, workforce planning, and budget management to optimize capacity and support evolving business priorities.
• Establish and maintain strong risk management, compliance, and operational controls to ensure adherence to regulatory and organizational requirements.
• Build, develop, and inspire high-performing teams by creating an inclusive culture of accountability, collaboration, continuous learning, and leadership excellence.
• Coach and develop leaders, strengthen succession pipelines, and create opportunities for talent growth across the Claims organization.
• Serve as a trusted advisor to senior leadership, providing strategic recommendations and insights that support the long-term evolution of Claims Operations.

What you will bring

• 10+ years of progressive leadership experience in insurance, claims, operations, business transformation, or a related field.
• Strong business and operational acumen, with demonstrated success leading complex operations and delivering sustainable business results.
• Proven experience developing and executing strategic initiatives while balancing operational priorities and transformation objectives.
• Exceptional leadership capabilities, including the ability to develop talent, build high-performing teams, and foster an inclusive and engaging work environment.
• Demonstrated ability to influence, collaborate, and build trusted relationships across all levels of the organization to achieve shared outcomes.
• Strong analytical, problem-solving, and decision-making skills, with the ability to leverage data and insights to drive performance improvements and strategic direction.
• Experience leading process improvement, operational modernization, automation, or digital transformation initiatives within a large and complex organization.
• Strong financial acumen, including experience managing budgets, workforce investments, business cases, and operational performance.
• Resilience and adaptability, with the ability to navigate ambiguity, lead through change, and inspire confidence during periods of transformation.
• A collaborative leadership style that balances challenge and support, creates alignment, and drives accountability for results.
• A commitment to leading self, leading others, leading the business, and leading together by demonstrating accountability, developing people, fostering collaboration, and delivering meaningful business outcomes.
• As this position is posted in several locations, we specify that bilingualism is an asset (fluent in French and English) but is required for Quebec only as the position will regularly serve our clients with French and English-speaking needs.
• 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 $XX,XXX - $XX,XXX 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 [email protected]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

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

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