Director, Life & Disability Services Excellence

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. Be part of it by applying for a position with us today.

Reporting to the Vice President, Life & Disability, the Director, Life & Disability Services Excellence is accountable for defining and maintaining quality standards, Curated Care pathways, and quality frameworks that guide day-to-day decision making across Life & Disability.

This role establishes disability management and quality guardrails that enable operational teams to act early, act consistently, and move claims forward with confidence, balancing claimant outcomes, defensibility, and financial performance across STD, LTD, Life, CI, Quality, and Appeals. The Director serves as the enterprise-wide disability management and quality resource for complex, high-risk claims, including litigation and appeals, providing expert guidance and escalation support to ensure sound, defensible decisions.

The Director owns the design and evolution of Curated Care pathways, provider network architecture, and quality measures, ensuring they are practical, scalable, and fully embedded in operations. In close partnership with Operations and Technology, the Director leverages data, AI, and technology to anticipate emerging trends, support early intervention, improve recovery outcomes, and translate standards into effective training and capability development across teams.

Your responsibilities:

People Leadership

• Provide leadership and direction to teams responsible for Life and Critical Illness (CI), medical consultants and training teams to ensure consistent disability management judgment, strong decision quality, and sustained capability development.

Training and Program Oversight

• Own the training strategy and execution for Life & Disability Services Excellence, ensuring disability management standards, Curated Care pathways, and quality expectations are embedded into day-to-day practice.
• Oversee the design, delivery, and governance of training programs supporting claims, appeals, and litigation, aligned with best practices and regulatory expectations.
• Identify, plan, and implement initiatives that improve quality and enhance claimant experience across the claim journey.
• Oversee risk mitigation strategies and provide escalation direction for complex, high-risk, or sensitive claims.

Care path design

• Design and maintain Curated Care pathways, disability management frameworks, and standards that define how Disability care is delivered.
• Ensure pathways are fully enabled through training, guidance, and decision support, not just documentation.
• Conduct environmental scans and integrate emerging disability management, regulatory, and industry trends into both pathway evolution and training strategy.

Vendor and Provider ecosystem

• Establish governance models that ensure external providers actively support Medavie's Curated Care pathways, disability management standards, performance expectations, and metrics.
• Drive accountability, consistency, and quality across the provider ecosystem to support strong claimant outcomes and accessibility to care.

Governance and Quality

• Lead the development of standards that ensure quality, defensibility, and alignment with regulatory expectations.
• Enable execution by translating standards into training, tools, and change initiatives that drive consistent adoption.
• Conduct audits and leverage insights to enhance training and operations practices.

Technology, Data & AI Enablement

• Accountable for the disability management and quality business ownership of core platforms (including FINEOS and other supporting technologies), ensuring they enable Curated Care pathways, quality standards, and defensible decision making.
• Define and prioritize disability management, quality, and AI enabled requirements for FINEOS and related systems in partnership with Technology, Data, and Operations teams.
• Ensure technology solutions support defensible, consistent, and evidence based, and defensible disability decisions across Life and Disability services.
• Build organizational capability and confidence in the use of technology and AI by promoting change adoption, and responsible innovation practices.
• Identify and enable opportunities where technology and AI can enhance quality, consistency, efficiency, and scalability while maintaining strong governance and defensibility.

Driving execution and leading change

• Understand the organization's core business operations and strategic plans to translate priorities into action plans for Life and Disability Services through innovative problem-solving solutions.
• Drive strategic change in alignment with organizational objectives.
• Define new approaches to achieve results by improving or transforming culture, systems, products, or services, and help others overcome resistance to change.

What You Bring

• University degree in healthcare, business, or a related field.
• A minimum of 10 years of related experience in group insurance, specifically within disability case management with progressive management experience.
• A strong track record of coaching and developing senior managers and other leaders at varying levels.
• Ability to build effective relationships with both internal and external stakeholders and thrive in a fast-paced environment where you can prove your exceptional organization and prioritization capabilities.
• Strong business and financial acumen.
• Knowledge of Life & Critical Illness benefit lines.
• Knowledge in the area of litigation.
• Ability to nurture and develop professional teams and inspire, motivate and engage staff to provide consistent high levels of quality service.
• Excellent interpersonal, communication, presentation and negotiation skills.
• Bilingualism (English/French) is a strong asset.

Leadership Capabilities

As the Director, Life & Disability Services Excellence, you will demonstrate leadership aligned with Medavie's values of Caring, Accountable, Responsive, Innovative and Community-minded and will bring the following capabilities:

• Strategic Planning: Identify priorities, think ahead, and making informed decisions that support long?term goals.
• Building Partnerships: Develop strong relationships across teams and with partners to achieve shared results.
• Customer Focus: Make decisions that prioritize members and clients' needs.
• Execution: Focus teams on key priorities, measuring progress, and ensuring accountability for outcomes.

What's in It for You

A purpose-driven organization dedicated to improving the well-being of Canadians.

A comprehensive benefits plan, including health and dental coverage that is 100% employer paid from day one, plus wellness benefits, health resources, and fitness center discounts.

A flexible work environment that supports work-life balance and empowers employees to thrive.

Robust professional development opportunities, including leadership programs, ongoing learning, and career growth pathways.

A collaborative and inclusive culture where your expertise is valued, your voice matters, and your contributions help shape our product strategy.

The opportunity to shape our product strategy and digital ecosystem across Canada, contributing to meaningful innovation and measurable business outcomes.

Salary Range: $120,335.12-$170,000

This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

Our recruitment process may involve automated tools, including AI, to assist in screening applications.

If you experience any technical issues throughout the application process, please email: [email protected] .