Vice-President - Case Management

Our client, a major global player in the travel insurance industry, is seeking a Vice-President - Case Management who will be responsible for establishing a clear vision, ensuring client satisfaction and appropriate care, optimizing operational efficiency, ensuring cost management and profitability while developing a strong leadership base.

Main responsibilities :

Cross Site Alignment and Load Sharing Strategy (30%)

• Develop and implement a strategy for cross-site claims management, including common processes and tools for the Canadian Claims teams.
• Optimize and leverage all of GEM’s BPO site to optimize services & cost.
• Establish global metrics and service standards for Case Management.
• Support the development of new services and client implementation strategies in cooperation with other departments.

Strategy & Planning (20%)

• Develop and communicate a vision for the Claims Management function that is aligned with the Global corporate vision.
• Establish service standards for Case Management.
• Conduct trend analysis on travel patterns and collaborate with other sites and assistance partners to ensure our global coverage.
• Oversee strategic projects and initiatives.
• In collaboration with the Canadian leadership team and our Global OPS team, develop and execute on our digital transformation roadmap and initiatives.
• As an active member of the Canadian Operations Leadership team, contribute to the development of Global / Canadian Operations.

Operational Optimization and Service Delivery Excellence (30%)

• Implement and achieve the annual operating plan within budget.
• Prepare and propose a long-term forecast and capacity plan.
• Implement and manage staffing costs within budget.
• Ensure a thorough Quality Management plan is established, enhanced, and aligned with Global OPS governance.
• Prepare, develop, sign-off, and achieve client SLAs (Service Level Agreement)
• Ensure that our client's contractual commitments and quality standards are managed and met.
• Successfully manage and report the day-to-day operations productivity and performance index in Case Management (Key Performance Indicators).
• Ensure Business Continuity Planning (BCP) for global processes across sites; coordinate cross-site updates, maintenance and execution as needed.
• Effectively partner and link with other operations departments and global / support functions regarding Case Management delivery, optimization, and development.
• Ensure successful new service and client implementation within own organization in cooperation with global functions.
• Ensure Case Management function profitability and efficiency.

Build and develop a high-performing organization (20%)

• Create, develop, and lead a high-performing Leadership Team.
• Ensure the alignment of plans, cascade of objectives and coherence of communication throughout the organization.
• Establish the right processes and tools for planning and performance reporting, tracking and management.
• Foster and promote an empowerment and continuous learning environment.
• Facilitate ongoing and frequent communication of business strategy and results to all employees.

Required profile :

• Bachelor’s degree in administration or customer service (or relevant experience).
• Minimum of 10 years of case management and contact center experience in senior leadership positions.
• Medical education or experience : an asset
• Bilingualism considered an asset (French and English).
• Location in Montreal (QC), Windsor (ON) or Sherbrooke (QC), hybrid model.
• Available to travel to achieve business goals.

If you are interested in this role, send your CV to Pierre Lussier at [email protected], taking care to include Vice-President - Case Management in the subject of your email.

Only successful candidates will be contacted.