Senior Manager Operations

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Position Summary

Join Canada Life’s Global Capabilities Centre in Bengaluru as a Sr Manager, Operations, and play a pivotal role in leading high-performing teams to deliver operational excellence in Health & Dental claims. Reporting to the Director of Operations, you will drive service quality, employee engagement, and continuous improvement in a dynamic, growth-focused environment.

Key Responsibilities

Leadership & People Development:

• Provide strong people leadership for 5+ Managers and their teams, fostering a culture of high performance, collaboration, and psychological safety.
• Champion employee engagement, performance management, coaching, and development to build future leaders and support career progression.
• Ensure effective hiring, onboarding, and training strategies to enhance team capabilities and deliver against business objectives.
  
  

Operational Excellence

• Deliver exceptional customer experience by ensuring operational objectives are met, including time service, quality, and productivity for claims adjudication.
• Drive a continuous improvement culture, implementing solutions that create value and enhance efficiency.
• Embed a mindset that empowers employees to make informed, timely decisions focused on customer outcomes.
• Collaborate with site leaders and the Director on forecasting, capacity planning, and resource allocation to meet claims volume and service objectives.
  
  

Strategic Execution & Collaboration

• Partner with the Director and cross-functional leaders to execute operational strategies and support national service delivery.
• Contribute to planning and execution of initiatives, sharing operational insights and supporting transformation projects.
• Ensure adherence to compliance protocols and achievement of satisfactory audit results.
  
  

Financial & Resource Management

• Manage and maintain site operating budget, ensuring prudent financial management and cost control.
• Support the Director in identifying and implementing operational improvements to drive efficiency and cost savings.
  
  

Qualifications

• University degree or equivalent experience in operations management, business administration, or related field.
• 10+ years of leadership experience in operations within financial services, with a strong customer-centric focus.
• Experience in Group Health & Dental claims is an asset.
• Proven ability to build high-performing teams, empower employees, and create an inclusive work environment.
• Strong change leadership skills, with the ability to inspire and motivate individuals and teams.
• Creative thinker with analytical and problem-solving skills to identify and implement meaningful solutions.
• Excellent judgement, decision-making, and risk assessment abilities.
• Strong relationship-building skills with internal and external partners.
• Professional certifications (e.g., Lean Six Sigma, PMP) are an asset.
  
  

Our Commitment

Canada Life is committed to diversity, inclusion, and employee development. We offer a collaborative environment where your leadership will help shape the future of our operations.

Note: This job description is not exhaustive and may evolve. Responsibilities and qualifications may be updated based on business needs. This document does not constitute a contract of employment. Either the employer or the employee may terminate employment at any time, for any reason, consistent with the terms and conditions of the employment contract.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.