At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

**The Opportunity:**At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

This is a high impact leadership role responsible for shaping Equitable’s onboarding experience for high net worth clients and large life insurance cases. As the Manager of Case Management, you will lead a specialized team, strengthen advisor and partner relationships, and drive an exceptional, differentiated service experience from application to policy settlement. You’ll play a key role in transforming workflows, advancing digital modernization, and reinforcing Equitable’s commitment to service excellence.

Join one of the region’s top employers and be part of something that truly makes a difference.

**Work Arrangements:**This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement

**​What you’ll do:**​

• Lead and develop a high performing advanced markets case management team focused on delivering a superior onboarding experience for HNW and large case clients.
• Build service standards and enhance Equitable’s competitive advantage in the large/jumbo case market.
• Oversee the full case lifecycle—from application to underwriting liaison, policy issue, delivery, and settlement.
• Proactively manage complex cases, remove obstacles, and drive cycle times to meet or exceed SLAs.
• Act as the primary point of contact for advisors, MGAs, and distribution partners with proactive status updates and expectation management.
• Review and approve service chain exceptions; provide clear decision guidelines to empower frontline staff.
• Collaborate closely with Underwriting, Legal, Compliance, Reinsurance, Sales, and Operations to align decisions and mitigate risk.
• Identify and implement process improvements that streamline workflows and support a multi year transformation roadmap.
• Participate as a stakeholder in system, product, and agile initiatives; coordinate SME involvement and assess procedural impacts.
• Ensure compliance with regulatory standards including AML/ATF, PEP, FATCA/CRS, and maintain full audit trail accuracy.
• Monitor quality performance, address defects, and coach team members to consistently meet operational standards.
• Manage expense controls, resource planning, capacity modeling, and budget forecasting for the team.
• Foster a client centered culture rooted in accountability, service excellence, and continuous improvement.
• Conduct operational risk monitoring, track issues, perform random audits, and identify procedural gaps to reduce risk exposure.

**​What you’ll bring:**​

• Bachelor’s degree in Business Administration, Finance, Insurance, or related field (or equivalent experience).
• Minimum 5–7 years in insurance operations, underwriting, or case management. Preference for at least 2 years handling large or complex cases.
• Experience in life insurance or individual insurance products preferred.
• LOMA, CLU, CHS, or other industry-related certifications is an asset.
• Ability to manage multiple complex cases simultaneously with attention to detail.
• Organization, time management, workflow design, continuous improvement, and change management.
• Ability to manage multiple deliverables, deadlines and projects effectively in a fast-paced environment.
• Strong verbal and written communication for interacting with internal teams and external partners
• Strong risk management, exception analysis/decisioning; AML, privacy, FATCA/CRS, complaint handling.
• Proactive approach to resolving issues and removing obstacles in case processing.
• Ability to see the big picture and take concepts from inception to execution
• Familiarity with insurance administration systems, CRM tools, and Microsoft Office Suite.
• Data-driven decision making; ability to interpret, identify trends, and recommend process improvements.
• Decisive and able to navigate complexity to effectively guide and influence team members and stakeholders effectively.
• Ability to lead through change and influence cross-functionally

What’s in it for you:

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.

Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.

**Reports To:**​ ​ Director, Individual Insurance New Business

**​Department:**​ ​Individual Insurance

**​Term:**​ ​Permanent Full-Time

This position is open and we are excited to find the right person to join our team.

As part of the recruitment process, you will need to go through background screening, as per our company policy.

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