Director, Investigative Services

Permanent / Montreal - Quebec - Toronto/ Group Benefits and Retirement Solutions

Reporting to the Senior Director, Claims & Contact Centers, the Director, Investigative Services leads a team of senior investigators, auditors and data specialists who detect, investigate and resolve fraudulent claims within the Group Benefits and Retirement Solutions division. The individual will play a key role in evolving the operation's fraud risk management structure to align with the division's modernized environment.

MAIN DUTIES & RESPONSIBILITIES

Operational duties:

• Oversight of the team's daily activities (e.g. work volumes, pending cases, recoveries, etc) and the division's fraud risk program
• Development and monitoring of operational metrics and KPIs (including financial outcomes)
• Transforming fraud and claim intelligence/insights into risk management strategies and actions
• Guide direction of complex case investigation and decisions
• Improve processes and routines to maximize operational efficiencies and outcomes
• Interface with external vendors and represent iA at industry forums

Modernization responsibilities:

• Transform the division's fraud management framework to manage risk in an automated claim environment
• Drive forward technology transformation to:
• Automate audits and processes
• Leverage artificial intelligence and machine learning capabilities
• Enhance data analytic capabilities

Leadership duties:

• Evolve team skillsets, capabilities and processes
• Focus operational efforts towards high-value tasks
• Utilize data-driven insights to inform strategies and actions
• Improve outcomes and results while ensuring operational efficiencies

JOB REQUIREMENTS

Education & Qualifications

• Bachelor or Masters degree, preferably in data science, finance, accounting or a related field

Experience

• 10+ years working or consulting experience in financial services, preferably with fraud or claims management operations
• Planning and delivering large transformation initiatives
• Project management experience, preferably with large scale projects
• Operationalizing new technologies (e.g. artificial intelligence, data analytics, etc)
• Leading and designing data analysis exercises

Skills

• Industry knowledge related to claims or fraud management, with an understanding of emerging market trends
• Business needs analysis, solution generation and project prioritization
• Strategic business acumen and sound decision-making skills
• Strong data analytical skills
• Ability to navigate and solve ambiguous and complex issues
• Change management
• People leadership

*3 to 4 trips per year may be required to Toronto, Montreal and Quebec City.

WHAT WE OFFER

• A friendly workplace and flexible working hours
• A full range of benefits
• The opportunity to build a career with a growing company