Lead Operations Delivery Manager

As Lead Operations Delivery Manager you will be responsible for driving operational excellence, developing high-performing leaders and teams, and ensuring service, quality, and productivity goals are achieved. Through effective coaching, workforce management, and continuous process improvement, you will foster a culture of accountability, growth, and customer-focused results while ensuring the consistent application of organizational policies and procedures. You will also play a critical role in shaping and executing the claims servicing strategy while overseeing the daily operations of the Claims Department

The ideal candidate is a proven leader of leaders with extensive experience managing high-volume claims environments. They possess strong operational acumen, outstanding communication skills, and the ability to drive a positive, accountable, and customer-focused culture while achieving organizational performance goals.

Way of Working: This position follows a Hybrid way of working that includes two days in-office (Tuesdays and Thursdays) at our location in Cambridge, Ontario.

What you will do

• Translate company strategy into operational plans, priorities, and measurable results across the claims organization
• Directly coach and develop Claims Managers, Claims Leaders, and Technical Experts while building succession pipelines and leadership capability
• Ensure effective inventory management, workload balancing, resource allocation, and achievement of productivity goals.
• Champion a customer-centric culture that improves customer satisfaction, claim outcomes, and service delivery
• Maintain strong operational controls, sound claims decision-making, and adherence to company policies and regulatory requirements
• Monitor KPIs, analyze trends, identify performance gaps, and implement corrective actions to improve business outcomes
• Identify process improvement opportunities, drive innovation, and successfully lead organizational change initiatives.
• Foster accountability, engagement, collaboration, and continuous improvement while achieving quality, customer, productivity, and financial goals.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud‑based tools, using insights responsibly and in alignment with our standards for data governance, security, and ethical use.

What you will bring

• Bachelor's degree or equivalent combination of education and experience.
• 5-7 years of claims management experience, including leadership within a high-volume customer facing environment.
• Minimum 3 years of experience leading leaders, including managers and/or operational leaders.
• Proven track record of managing large inventories and delivering operational performance results.
• Experience executing strategic initiatives and leading organizational change.
• Strong verbal and written communication skills with the ability to influence at all organizational levels.
• Demonstrated ability to build and sustain a positive, inclusive, and high-performance culture.
• Strong analytical and problem-solving skills.
• Proficient with the MSOffice 365 Suite to include Excel and Power Point
• Data Visualization tools preferred
• Ability to balance customer experience, operational efficiency, quality, and business outcomes.
• Experience using data and performance metrics to drive decision-making and accountability.
• Strong collaboration and stakeholder management skills.

What we offer

Annualized base pay range is $80,500 - $117,900 CAD

Actual base pay may vary based upon factors such as relevant experience, qualifications, internal equity of peers, and geographic location. Employees may also qualify for performance-based bonuses, merit increases, and other incentives based on individual and company performance. The availability and amount of these additional compensation elements are determined by company policy and may vary.

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

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