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 role offers the opportunity to lead the day to day service delivery of a Policy Services team, playing a key role in Equitable’s client experience strategy. You will ensure policy service interactions are seamless, proactive, and empathetic while maintaining strong operational, risk, and compliance standards.
You will lead and develop a growing team, drive service quality and productivity, support process and technology improvements, and contribute to a multi year transformation toward a more digitized, client centric in force experience.
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 manage day to day Individual Insurance Operations to ensure work is completed accurately, efficiently, and within established service standards
- Own workload planning, capacity management, and intraday productivity monitoring to optimize service delivery and team performance
- Deliver consistent, high quality service experiences for Policyholders, Advisors, MGAs, and internal partners
- Manage and resolve escalated service issues, complex case exceptions, and complaints
- Establish and maintain strong procedures, documentation, training, and operational controls to ensure quality, consistency, and scalability
- Ensure appropriate service, quality, and productivity metrics are in place; monitor performance and act on results through coaching, corrective actions, and process improvements
- Recruit, develop, and lead a high performing, engaged team through ongoing coaching, mentoring, and performance management
- Foster a client centric, accountable, and continuous improvement culture within the team
- Support and participate in projects related to new systems, products, regulatory changes, and Agile initiatives, acting as a subject matter expert or engaging the appropriate SMEs from the team
- Identify, implement, and sustain continuous process improvements that enhance efficiency, quality, cost effectiveness, and client experience
- Ensure compliance with insurance legislation, tax regulations, CLHIA guidelines, AML requirements, privacy standards, complaint handling protocols, and FATCA/CRS
- Identify operational and regulatory risks and partner with Strategy, Risk, and Compliance teams to implement and sustain effective controls
- Oversee complex insurance calculations and quality programs in accordance with product, contractual, and regulatory requirements
- Ensure accurate account balancing and maintenance across multiple functions
What you’ll bring:
- Bachelor’s degree in Business Administration, Finance, Insurance, or a related field, or an equivalent combination of education and experience
- 2–5 years of experience in insurance operations, underwriting, or case management, preferably within individual life insurance
- Sound knowledge of life insurance products, contract provisions, and inforce administration
- Strong people leadership capabilities with a passion for coaching, mentoring, developing talent, and leading through change
- Demonstrated ability to deliver difficult feedback and decisions with empathy and clarity
- Strong understanding of Individual Operations functions, workflows, and interdependencies
- Experience driving operational excellence through workflow design, process improvement, and change management
- Exposure to project management methodologies and Agile ways of working
- Excellent analytical, problem solving, critical thinking, and decision making skills
- Proven ability to use data and performance metrics to identify trends, manage outcomes, and improve quality and productivity
- Working knowledge of insurance compliance requirements including AML, privacy, FATCA/CRS, tax rules, and complaint handling
- Technical proficiency with insurance administration systems (e.g., Ingenium, FASAT), CRM tools, and Microsoft Office Suite
- Preferred industry certifications such as LOMA, CLU, CHS, Life License, or similar credentials.
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
[email protected], 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: Senior Manager, Policy Service
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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