Director, Operations & Strategy
Leap Recruitment Partners is actively seeking a dynamic Director, Operations & Strategy on behalf of a valued client, a leading national provider of independent medical assessments and rehabilitation services.
The Role Our client is highly regarded for its clinical excellence, operational discipline, and reliable delivery of assessment services to major insurers, government agencies, and legal firms across Canada. Reporting directly to the President & COO, this senior leadership role is designed for a true strategic partner who will help chart the organization's future course and oversee the teams executing that vision.
This is a highly engaged, forward-facing position. You will bridge the gap between internal operations and external client management, ensuring that department leaders consistently meet quality standards while independently managing critical relationships with insurer vendor managers. The ideal candidate thrives both when designing strategic frameworks and when rolling up their sleeves to spearhead implementation.
Key Responsibilities
- Strategic Execution: Collaborate with the President & COO on annual and strategic planning, subsequently driving the rollout of these plans across the operations division.
- Operational Alignment: Translate high-level business strategies into concrete priorities, measurable metrics, and actionable goals for each department.
- Change Management: Champion internal transformation initiatives, including organizational restructures, the launch of new service lines, technology upgrades, and market expansions.
- Client Relations: Nurture and expand vital partnerships with insurer vendor managers and core client contacts, leading performance review meetings and utilizing data to highlight operational successes.
- Quality & Escalation: Act as the ultimate escalation point for client concerns, swiftly resolving issues to safeguard long-term partnerships while ensuring strict adherence to turnaround times and service level agreements (SLAs).
- Financial Oversight: Manage operational metrics against corporate budgets, keeping a close eye on capacity, margins, assessor expenses, and overall volumes.
- Efficiency Optimization: Proactively identify methods to minimize cost leakage, enhance workflow efficiencies, and protect company profitability using insights from data analysts.
- Team Leadership & HR: Mentor and empower department leads across quality assurance, scheduling, intake, and file management to foster a culture of professional accountability.
- Workforce Planning: Partner with executive leadership to manage organizational design, staffing needs, onboarding, and performance management for the operations group.
- Business Development: Support growth by contributing to client presentations and RFP responses.
Qualifications
- A minimum of 7 years of progressive leadership experience in operations, with at least 3 years operating at a director or senior management level.
- A background in regulated professional services, such as healthcare services, disability management, or insurance.
- A proven history of shaping strategic plans and successfully driving them into operational reality.
- Strong financial literacy, with the ability to navigate budgets, analyze costs, and use data to inform business decisions.
- Demonstrated success in building and maintaining senior-level relationships with vendors or clients.
- Experience managing multi-disciplinary teams by leading through supervisors or department heads.
- Exceptional communication skills, capable of engaging confidently with executives, staff, and external partners.
- Post-secondary education in healthcare administration, business, or a related discipline (an MBA or equivalent qualification is considered an asset).
- Familiarity with the auto insurance environment, industry-specific accreditations, or independent medical evaluation services is highly advantageous.
- A willingness to remain hands-on in the day-to-full operational details.
What Success Looks Like in Your First 90 Days
- You have mastered the organization's systems, workflows, team dynamics, and key client SLAs.
- You have established yourself as the primary, go-to contact for all insurer vendor managers on major accounts.
- You have forged strong, collaborative partnerships with every department lead.
- You have analyzed operational reporting to pinpoint your top three priorities for improvement and presented a comprehensive action plan to tackle them.
Position Details
- Compensation: Competitive salary commensurate with experience.
- Employment Type: Full-time, permanent position.
- Location: Hybrid model based in the Greater Toronto Area (a regular in-office presence is required).
- Benefits: Comprehensive group dental and health benefits (50% employer-paid), plus vacation time and pay in accordance with provincial standards.
- Start Date: As soon as possible.
At Leap we are an Equal Opportunity and Affirmative Action Employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.
