Job Description

Permanent Full Time
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We are looking for a Director, Disability Management Services Offices (DMSO). The Director will provide strategic leadership and operational oversight for one or more Disability Management Services Offices (DMSOs), ensuring the delivery of high-quality disability claims adjudication and case management services. This role is responsible for driving performance across all aspects of the DMSO, including the execution of best practices, delivery of the Disability Intervention Services program, and ensuring compliance with service standards that support plan members in their recovery journey.
The Director will lead a high-performing team, fostering engagement, development, and retention. This role requires a strong focus on customer experience, operational excellence, and financial risk management, with a commitment to continuous improvement and innovation in disability management.
What you will do

• Ensure high standards of disability claims adjudication and case management are consistently achieved
• Lead the implementation and execution of best practices across the DMSO, including tools, reporting, coaching, and compliance
• Oversee the delivery of the Disability Intervention Services program and ensure alignment with morbidity management strategies
• Monitor and manage operational metrics including productivity, service quality, speed, and claims cost
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency
• Provide leadership, coaching, and performance management to the DMSO team, ensuring alignment with strategic goals
• Partner with internal teams (e.g., Strategic Health Practices, Business Development, Underwriting) to support client relationships and service delivery
• Manage financial risk through oversight of claims cost and reserve reporting, contributing to national morbidity results
• Represent the DMSO in client meetings, addressing service concerns and identifying opportunities for enhanced service
• Participate in national projects and pilots aimed at improving disability management practices and customer value

What you will bring

• Bachelor's degree in a related discipline
• Minimum of 10+ years of industry experience in insurance, disability management, or related fields
• Proven leadership skills with the ability to inspire and engage teams
• Strong operational management experience, particularly in customer service and client relationship building
• Demonstrated ability to develop and maintain collaborative business relationships
• Experience in facilitating change and driving continuous improvement
• Superior analytical, communication, and problem-solving skills
• Self-starter with a bias for action and a winning attitude
• Skilled in strategic planning, negotiation, and decision-making
• Deep understanding of morbidity management and disability claims processes
• Reliability Status Security Clearance - this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the

website. The cost of submitting these checks will be covered by Canada Life.
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The base salary for this position is between $97,200 - $ 162,000 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
Be your best at Canada Life- Apply today!
Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.
You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed. You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.
Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.
Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.
We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. 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.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.
#LI-Hybrid
Requisition ID: 4452
Category: Claims Management
Location:
London, ON, CA
Date: Oct 2, 2025
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