Manager, Operational Excellence & Strategic Projects

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.

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…