Job Description

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.

As Senior Manager, Policy Services, you will lead a high impact function at the centre of Equitable’s client experience strategy, delivering exceptional service when clients and their loved ones need it most. You will be accountable for end to end in force policy administration, overseeing complex policy changes while leading and developing a skilled team in a highly regulated environment. This role plays a pivotal part in executing a multi year transformation to digitize and streamline policy services, balancing innovation with strong risk management, compliance, and financial controls. You will collaborate closely with cross functional partners to ensure seamless, proactive, and client centric service across all stakeholders.

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 end to end in force policy services operations, with full accountability for policy administration, complex policy changes, transaction accuracy, service standards, financial integrity, taxation, and compliance with legislative and regulatory requirements.
• Provide senior people and operational leadership, including workforce planning, hiring, training, coaching, performance management, mentoring, and building a client centred, high performing culture.
• Drive service excellence, quality, and governance, by monitoring service levels, productivity, client satisfaction, audit outcomes, and identifying root causes to improve performance and mitigate risk.
• Serve as the escalation point for complex exceptions and complaints, partnering with Underwriting, Legal, Compliance, Actuarial, Reinsurance, Finance, and Pricing to resolve high risk or sensitive matters.
• Advance continuous improvement and transformation, leading workflow optimization, digitization, automation, and change management initiatives while maintaining service quality, compliance, and control frameworks.
• Act as a key stakeholder and subject matter expert on enterprise initiatives, including systems, product launches, Agile streams, and regulatory changes, providing input on business impact and implementation.
• Oversee risk management for the in force block, including complex calculations, AML and privacy controls, FATCA/CRS requirements, quality programs, and audit readiness.
• Manage financial and expense accountability, including capacity modelling, budgeting, forecasting, variance analysis, and identifying cost optimization opportunities.
• Build and maintain strong relationships with Advisors, MGAs, and Distribution partners, proactively gathering feedback, resolving escalations, and improving the end to end service experience.

What you’ll bring:

• Education and insurance operations experience, including a bachelor’s degree in Business, Finance, Insurance, or equivalent experience, and 5–7+ years in insurance operations, underwriting, or case management, preferably with exposure to complex cases or policy change teams.
• Deep technical and product knowledge, with strong understanding of life and individual insurance products, policy administration workflows, contractual and regulatory requirements, and the systems that support them (e.g., Ingenium, FASAT, CRM tools).
• Proven leadership and change capability, including experience leading, coaching, and developing high performing teams, managing resources and performance, and guiding teams through operational and digital change while maintaining quality and controls.
• Operational excellence and continuous improvement expertise, with a demonstrated ability to manage complexity, streamline workflows, improve processes, and deliver results in fast paced, highly regulated environments.
• Strong risk, compliance, and governance mindset, with experience managing AML, privacy, FATCA/CRS, complaint handling, exception decisioning, and designing and monitoring effective control frameworks.
• Analytical, problem solving, and financial acumen, including data driven decision making, performance measurement, root cause analysis, budgeting, forecasting, variance reporting, and cost optimization.
• Exceptional communication and client focus, with the ability to deliver difficult messages empathetically, build trusted internal and external relationships, and balance client, advisor, and business needs effectively.
• Exposure to enterprise initiatives and delivery frameworks, including project management and Agile methodologies, with experience serving as a stakeholder or subject matter expert on systems, product, or regulatory initiatives.
• Relevant industry certifications (e.g., LOMA, CLU, CHS, Life License) considered an asset.

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 careers@equitable.ca. 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: Director, Client Care and Policy Service
Department: Individual Operations Management
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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