Consulting & Transformation - Insurance Domain

Supporting Insurance Operations

RIMARY FOCUS

Insurance domain expertise

SECONDARY MANDATE

Digital transformation & AI

STAKEHOLDERS

Canada, US & SLGS leaders

Role Purpose

We are seeking a seasoned insurance domain leader with deep knowledge of insurance markets and operations. The role will serve as a trusted advisor to business and transformation leaders, applying industry expertise to identify, shape and drive opportunities across customer experience, process reimagination, digital transformation, automation, and AI. The successful candidate will connect insurance-domain realities with scalable, responsible solutions that deliver measurable outcomes for Insurance Operations.

Preferred Insurance Domain Expertise

Candidates should possess strong expertise in one or more of the following areas:

INDIVIDUAL INSURANCE

- New Business & Underwriting
- Policy Issue & Administration
- Customer Service
- Claims Operations

GROUP BENEFITS

- Group Life
- Disability
- Health & Dental
- Absence Management

WEALTH & ASSET MANAGEMENT | DESIRABLE

- Retirement Services
- Dealer Operations
- Investment Operations

Key Responsibilities

- Insurance Domain Leadership: Act as the subject matter expert for Canadian and North American insurance operations; provide industry insights, benchmark practices and perspectives on evolving business, customer, regulatory and market trends.
- Business Advisory: Partner with senior leaders to diagnose business challenges, clarify strategic priorities and define transformation opportunities grounded in insurance-domain knowledge.
- Process Reimagination: Lead end-to-end process and customer-journey assessments; identify opportunities to improve straight-through processing, cycle time, service quality, customer experience, productivity and cost effectiveness.




- Digital, Automation & AI: Translate operational needs into opportunities for digital workflows, intelligent automation, analytics, GenAI and agentic AI; shape roadmaps and business cases with business and technology partners.
- Transformation Delivery: Guide initiatives from opportunity framing through implementation and value realization, with clear governance, adoption measures, risk considerations and outcome tracking.
- Stakeholder Engagement: Build trusted relationships across Canada, the US and SLGS; facilitate decision-making and communicate recommendations, priorities and progress to senior stakeholders.

Experience & Qualifications

- 12+ years of experience in insurance, with significant experience in domain consulting, operations, transformation or business leadership roles.
- Deep working knowledge of Canadian and/or US insurance products, value chains, operating models and business practices.
- Demonstrated expertise in at least one of the preferred insurance domains listed on page 1; multi-line-of-business experience is an advantage.
- Proven ability to advise senior stakeholders and convert complex business problems into transparent strategic and operational priorities.
- Experience leading process transformation, operating-model redesign, customer-journey improvement or operational-excellence initiatives.
- Practical exposure to digital transformation, automation,



data and AI-enabled solutions within insurance or financial services.
- Bachelors degree in business, insurance, finance, engineering or a related discipline; MBA or an equivalent advanced qualification is preferred.

Core Competencies

Insurance Domain Expertise

Strategic Consulting & Problem Solving

Business Process Reimagination

Customer Journey & Experience Design

Digital and AI Opportunity Assessment

Operating Model Design

Executive Stakeholder Management

Change Leadership & Influence

What Success Looks Like

- Be recognized as a trusted insurance-domain advisor by Canada, US and SLGS stakeholders.
- Create a prioritized pipeline of domain-led transformation, automation and AI opportunities.
- Shape practical transformation roadmaps that align business outcomes, customer needs, technology feasibility and risk considerations.
- Deliver measurable improvements in straight-through processing, cycle time, quality, customer experience, productivity or cost effectiveness.
- Strengthen collaboration between Operations, Transformation, Technology, Data, Risk and Compliance teams.
- Build domain awareness and transformation capability across participating teams through coaching, knowledge sharing and structured problem solving.

Ideal Candidate Profile The ideal candidate is a senior insurance practitioner, transformation leader or domain consultant who has worked closely with Canadian and/or US insurance businesses. They bring credibility across insurance products and operations, can engage confidently with senior leaders, and are equally comfortable moving from strategic diagnosis to practical execution. Their strength is the ability to use deep domain knowledge to identify where digital, automation and AI can create meaningful and sustainable business value.

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