Director Strategy Operations

Leap Recruitment Partners is actively seeking a dynamic Director, Operations & Strategy on behalf of a valued client, a leading national provider of independent medical assessments and rehabilitation services.

The Role Our client is highly regarded for its clinical excellence, operational discipline, and reliable delivery of assessment services to major insurers, government agencies, and legal firms across Canada. Reporting directly to the President & COO, this senior leadership role is designed for a true strategic partner who will help chart the organization's future course and oversee the teams executing that vision.

This is a highly engaged, forward-facing position. You will bridge the gap between internal operations and external client management, ensuring that department leaders consistently meet quality standards while independently managing critical relationships with insurer vendor managers. The ideal candidate thrives both when designing strategic frameworks and when rolling up their sleeves to spearhead implementation.

• Strategic Execution: Collaborate with the President & COO on annual and strategic planning, subsequently driving the rollout of these plans across the operations division.
• Operational Alignment: Translate high-level business strategies into concrete priorities, measurable metrics, and actionable goals for each department.
• Change Management: Champion internal transformation initiatives, including organizational restructures, the launch of new service lines, technology upgrades, and market expansions.
• Client Relations: Nurture and expand vital partnerships with insurer vendor managers and core client contacts, leading performance review meetings and utilizing data to highlight operational successes.
• Quality & Escalation: Act as the ultimate escalation point for client concerns, swiftly resolving issues to safeguard long-term partnerships while ensuring strict adherence to turnaround times and service level agreements (SLAs).
• Financial Oversight: Manage operational metrics against corporate budgets, keeping a close eye on capacity, margins, assessor expenses, and overall volumes.
• Efficiency Optimization: Proactively identify methods to minimize cost leakage, enhance workflow efficiencies, and protect company profitability using insights from data analysts.
• Team Leadership & HR: Mentor and empower department leads across quality assurance, scheduling, intake, and file management to foster a culture of professional accountability.
• Workforce Planning: Partner with executive leadership to manage organizational design, staffing needs, onboarding, and performance management for the operations group.
• Business Development: Support growth by contributing to client presentations and RFP responses.

• A minimum of 7 years of progressive leadership experience in operations, with at least 3 years operating at a director or senior management level.
• A background in regulated professional services, such as healthcare services, disability management, or insurance.
• A proven history of shaping strategic plans and successfully driving them into operational reality.
• Strong financial literacy, with the ability to navigate budgets, analyze costs, and use data to inform business decisions.
• Demonstrated success in building and maintaining senior-level relationships with vendors or clients.
• Experience managing multi-disciplinary teams by leading through supervisors or department heads.
• Exceptional communication skills, capable of engaging confidently with executives, staff, and external partners.
• Post-secondary education in healthcare administration, business, or a related discipline (an MBA or equivalent qualification is considered an asset).
• Familiarity with the auto…