Vice President, Operations

Job Description

We are seeking a Vice President, Operations to join our divisional leadership team headquartered in Mississauga. We have a deep-rooted history around serving the Multi-Employer segment by focusing on delivering on our clients’ expectations. Our focus is on providing benefit program value to members that is relevant to the current healthcare environment.

The Vice-President Operations, Benefit Solutions contributes to the success of the Multi-Employer client segment by ensuring that an exceptional client experience is delivered during every contact, whether that be through digital channels or in-person. The successful candidate will bring a focus on continuous improvement while they lead and build a team that people want to be a part of, and by developing our colleagues so they can grow with the company.

The operations include a number of integrated components including Benefits Administration, Claims, Contact Centre and Pension. The member experience is critical to our clients’ expectations and needs to be seamless based on the member’s channel of choice. The leader will understand and advocate for members to reinforce our industry-leading position in the marketplace. In an effort to make things easy for our clients, a focus on efficiency and improvement will also be crucial. This role will actively contribute to the growth of the Multi-Employer division through delivering on client expectations and highly effective collaboration with colleagues across consulting, product and other stakeholders.

The Vice President, Operations will:

• Identify and implement strategies to continuously improve client service delivery during every interaction. This is grounded by aligning on service metrics, touch points, and remediation procedures with Benefit Solutions leaders
• Build a performance-oriented, client-centric culture. Identify talent and manage performance across the organization
• Create succession plan for all key leadership roles within Operations
• Build Operational capacity with contract resources (e.g. Pension IT and capacity support)
• Work with leadership group to identify and implement employee engagement initiatives
• Identify and champion projects to drive efficiency, and standardization, including Claims Centre of Excellence and contact centre
• Build relationships and agree on service expectations with Benefit Solutions Leaders
• Establish cadence of reporting, escalations, and operational opportunity prioritization with Benefit Solutions Consulting leaders
• Ensure digital capabilities are aligned to client and member expectations to position the organization as a leader in the marketplace
• Align commitments with those of consulting and account management teams
• Provide requirements and feedback to inform platform roadmap and projects

To be successful as Vice President, Operations with People Corporation, you will need:

• 7 to 10 years’ experience in an operations leadership role, ideally in the group insurance industry
• To be an expert knowledge of the administration and delivery of group health, medical and life insurance benefits, as well as working knowledge of pension benefits
• Experience working with, or supporting the administration of, Union and/or Multi-Employer group benefits
• Experience with benefit claims adjudication and payment is preferred– on behalf of insurers on an insured basis, and on behalf of Trust funds on a self-insured basis
• Exceptional leadership capabilities, including managing dispersed and/or complex teams of scale, and a positive track record of influencing for results
• A proven people leader with high EQ
• Demonstrated abilities relating to coaching, mentorship, and the development of a learning & development mindset amongst teams
• To be an agent of change, experienced in leading teams to overcome obstacles and drive change
• To possess strong awareness of cultural diversity

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.