Director Group Customer Service & Operations

Job Description

Director Group Customer Service & Operations

Location: Remote - Anywhere in Canada or if close to an office - Hybrid - Kingston, Toronto or Montreal

The total target compensation (TTC) range, including salary and target bonus, is $155,250 - $222,640. This TTC range is applicable to permanent roles only; fixed-term contract and casual roles are not eligible for annual bonus and would receive only the base salary component. The actual base salary offered within this range will be determined by the successful candidate’s skills and experience, as well as internal equity.

Empire Life is looking to hire a Director Group Customer Service & Operations to join our Group Operations team! We are actively seeking candidates to fill a current, open position.

As the Director Group Customer Service & Operations, you will drive operational excellence by using data-driven insights and technology to evolve the service delivery model for group benefits. In this high-impact role, you will drive operational excellence and process innovation, managing a multi-disciplinary team to deliver expert solutions that directly enhance the customer experience.

Why pursue this opportunity

Our mission - Provide expertise and intelligent solutions to help Canadians navigate life with confidence.

The environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.

Assume a pivotal leadership position - harness your expertise to deliver impactful results, shaping and leading your area with experienced foresight.

Influence and innovate at the highest level - we welcome leaders who bring a dynamic blend of fresh perspectives and leading practices to steer our strategic course.

What you’ll be working on

• Ensures the delivery of expert, solution oriented service to plan members, plan administrators and distribution partners.


• Develop and maintain best practices in claims management, policy administration, financial administration and customer service; Support the Group Division in achieving and maintaining a compliant operating environment.


• Strengthen the customer experience through proactive relationship management and responsive resolution to customer concerns and complaints;


• Develop, prioritize and implement short and long-term customer service objectives to improve service delivery including the use of technology and self-serve solutions.


• Accountable for monitoring and reporting of key benchmarks and metrics for all areas of responsibility; monitor performance, ensure appropriate oversight and respond appropriately to market and service changes and challenges.


• Identify opportunities to improve operational processes; develop, implement and review programs and policies to support strategic and operational objectives including the development of best practices & the use of various technologies.


• Coach and mentor team members; identify employee training and development needs; set employee goals and objectives, manage employee performance; develop future talent.


• Participate with other Senior Management peers to establish strategic plans and objectives and collaborate on policy decision making and complex problem resolution.


• Sponsor strategic projects that will optimize operational processes and/or the customer experience in the Group Administration, Accounting, Health Claims, Claims Investigations and/or Customer Service area.


• Prepares departmental annual operating budget and oversees management of budget allocations

What we’re looking for you to have

• 8+ years work experience in the insurance/financial services industry with direct experience in Group Benefits, claims management and/or leading large operational teams


• University degree in Science, Data Analytics, Economics, Business, Commerce, etc.


• Extensive expertise in people management and leadership: Ability to influence / inspire / energize / coach / lead others & create urgency for change


• Well-developed analytical, decision-making and problem solving skills; Makes decisions in complex, ambiguous or highly risky situations, where the consequences of the decision have broad and/or long-term implications for the success of the business


• Well-developed communication, negotiation, persuasion and presentation skills


• Creative problem solver / data-based root cause solution bias


• Knowledge of provincial employment and privacy related legislation and provincial health plans


• Knowledge of medical and legal terminology


• Bilingualism (English/French) is an asset


• FLMI, GBA, CEBS are assets


• If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Beyond the salary

For permanent full-time positions, Empire Life offers a comprehensive total rewards package that includes:

• Competitive salaries with annual pay increases


• Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions


• Access to learning & development programs, and education/tuition reimbursement (role dependent), to support your professional growth and career advancement.


• A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, health and dental and a generous health account


• Flexible work arrangements and an annual allotment of personal health days.


• Four weeks annual vacation from hire date


• A defined contribution pension plan with generous employer matching


• Top up programs for parental leave and compassionate leave


• Employer-sponsored wellness and recognition programs


• A cash employee referral program

To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.

Get to know us

Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process.

We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca.