Vice-President - Case Management

Our client, a major global player in the travel insurance industry, is seeking a Vice-President - Case Management who will be responsible for establishing a clear vision, ensuring client satisfaction and appropriate care, optimizing operational efficiency, ensuring cost management and profitability while developing a strong leadership base. Main responsibilities: Cross Site Alignment and Load Sharing Strategy (30%) Develop and implement a strategy for cross-site claims management, including common processes and tools for the Canadian Claims teams. Optimize and leverage all of GEM’s BPO site to optimize services & cost. Establish global metrics and service standards for Case Management. Support the development of new services and client implementation strategies in cooperation with other departments. Strategy & Planning (20%) Develop and communicate a vision for the Claims Management function that is aligned with the Global corporate vision. Establish service standards for Case Management. Conduct trend analysis on travel patterns and collaborate with other sites and assistance partners to ensure our global coverage. Oversee strategic projects and initiatives. In collaboration with the Canadian leadership team and our Global OPS team, develop and execute on our digital transformation roadmap and initiatives. As an active member of the Canadian Operations Leadership team, contribute to the development of Global / Canadian Operations. Operational Optimization and Service Delivery Excellence (30%) Implement and achieve the annual operating plan within budget. Prepare and propose a long-term forecast and capacity plan. Implement and manage staffing costs within budget. Ensure a thorough Quality Management plan is established, enhanced, and aligned with Global OPS governance. Prepare, develop, sign-off, and achieve client SLAs (Service Level Agreement) Ensure that our client's contractual commitments and quality standards are managed and met. Successfully manage and report the day-to-day operations productivity and performance index in Case Management (Key Performance Indicators). Ensure Business Continuity Planning (BCP) for global processes across sites; coordinate cross-site updates, maintenance and execution as needed. Effectively partner and link with other operations departments and global / support functions regarding Case Management delivery, optimization, and development. Ensure successful new service and client implementation within own organization in cooperation with global functions. Ensure Case Management function profitability and efficiency. Build and develop a high-performing organization (20%) Create, develop, and lead a high-performing Leadership Team. Ensure the alignment of plans, cascade of objectives and coherence of communication throughout the organization. Establish the right processes and tools for planning and performance reporting, tracking and management. Foster and promote an empowerment and continuous learning environment. Facilitate ongoing and frequent communication of business strategy and results to all employees. Required profile: Bachelor’s degree in administration or customer service (or relevant experience). Minimum of 10 years of case management and contact center experience in senior leadership positions. Medical education or experience: an asset Bilingualism considered an asset (French and English). Location in Montreal (QC), Windsor (ON) or Sherbrooke (QC), hybrid model. Available to travel to achieve business goals. If you are interested in this role, send your CV to Pierre Lussier at plussier@groupelock.com, taking care to include “ Vice-President - Case Management ” in the subject of your email. Only successful candidates will be contacted.