The Vice President of Operations for Wellness and Disability is responsible for leading and optimizing the end-to-end operations of the Wellness and Disability practice. This role ensures the delivery of high-quality, compliant third-party wellness & disability management services, while enhancing the client experience and aligning with organizational goals.

What you will do:

• Ownership of the overall financial contributions and performance against financial metrics
• Develop and execute the operational strategy for the department, ensuring alignment with corporate objectives and regulatory requirements
• Lead the team to ensure day-to-day operations of short-term disability (STD) claims processing, case management, and return-to-work programs adhere to service standards
• Ensure timely, accurate, and empathetic service delivery. Identify and implement process improvements, automation opportunities, and performance metrics to drive efficiency and service excellence
• Oversee relationships with clients to ensure client satisfaction and retention metrics are met
• Review, analyse and create action plans to course correct client feedback
• Develop client thought leadership initiatives
• Ensure adherence to federal, provincial, and local disability legislation. Lead audits and risk mitigation strategies
• Manage third-level appeals and litigation
• Build, mentor, and lead a high-performing team
• Foster a culture of accountability, innovation, and continuous improvement
• Leverage data analytics to monitor trends, forecast volumes, and report on key performance indicators (KPIs) to senior leadership
• Collaborate with HR, Legal, Finance, IT and Benefits Consulting amongst other teams to ensure integrated disability management and support for employees throughout their leave journey
• Collaborate on growth and innovation initiatives

What you will bring:

• 10+ years of progressive leadership experience in disability management, benefits administration, or healthcare operations
• Bachelor’s degree in business administration, healthcare management, human resources, or related field
• Deep knowledge of employment standards, WSIB/ WCB/ CNESST, human rights and labour relations, STD programs, and related compliance frameworks
• Proven track record of operational excellence and strategic execution
• Strong analytical, communication, and leadership skills
• Experience with disability management platforms and HRIS systems
• Experience in a large, matrixed organization or insurance/Third-Party Administration (TPA) environment
• Experience leading multi-locations and remote teams
• Change management and process improvement certifications an asset
• Bilingual (French) written and spoken and asset

Who we are:

Proudly independent and Canadian-owned, Cowan Insurance Group has been a true market leader in the insurance industry since 1927. With an extensive range of product offerings and integrated commercial and personal insurance, group benefits, and wealth management solutions, we provide our clients with outstanding customized, comprehensive insurance and risk management professional advice and placement.

Recognized as one of Canada's Most Admired Cultures and a Canada's Best Managed Companies Platinum Club Member, Cowan Insurance Group's award-winning client-centric approach emphasizes innovation, excellence, and collaboration. Join our team as we prepare for our centennial celebration in 2027!

What sets us apart?

Be in good company

Integrity matters. It drives our award-winning workplace culture and fuels our collective desire to help our clients, employees, and communities thrive.

Challenge your thinking

You're valued for your passion, drive and creativity. The pace is fast but the work is meaningful, interesting, and complex, just the way you like it.

Grow together

We believe in your potential. If you’re looking to develop your expertise with learning opportunities and mentoring, we’ll make that happen.

Benefits and perks

• Competitive salary
• Participate in our comprehensive benefits plan on day one — no waiting period
• Company-matched Retirement Savings Plan
• Company-paid training and development courses
• Community involvement
• Hybrid work environment

Are you interested?

Please Apply!

This position is subject to appropriate background checks that may include, credential, employment, credit, criminal and reference checks.

While we appreciate the interest of all applicants, we will contact only those selected for interviews. If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision.

We are an Equal Opportunity Employer. Candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position. Selections will be made without regard to: age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender identity, gender expression, record of offences, sex, or sexual orientation.

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