Operations Director Jobs in Saskatchewan (NOW HIRING)

Out of Scope

Permanent, Full-Time

Location: The position may be located at any Saskatchewan Claims office, subject to desk availability.

Work Arrangement: 100% in-office

Pay Range: $122,139 - $162,859

Division: Claims

Closes: September 7, 2026

General Accountability

The successful candidate will be responsible for providing strategic and operational leadership across provincial Injury Claims functions, ensuring consistent, timely and fair outcomes for customers. In this role, you will lead either direct claims operations or specialized support functions that enable effective adjudication, consistent decision-making and high-quality service delivery across a geographically distributed and specialized workforce. You will be accountable for aligning priorities, practices and service standards across teams, enabling effective collaboration between operational and allied functions (e.g., Income Replacement Benefits, Rehabilitation Services, Compliance and Training). You will also support a coordinated claims system that balances customer outcomes, operational performance, quality, and regulatory compliance. As well, you will lead the execution of strategic priorities and initiatives, ensuring alignment with legislation, corporate objectives and Auto Fund sustainability, while strengthening partnerships to support integrated and effective service delivery.

Key Accountabilities

Note: This section is not intended to be an exhaustive list of duties and responsibilities - other duties and responsibilities may be assigned.

Claims Management

• Provides strategic and operational oversight of claims adjudication and case management across a provincially distributed and specialized claims model, ensuring consistent, timely and fair outcomes.

• Leads and enables the delivery of claims services across varying levels of complexity, ensuring alignment of practices, decision-making and service expectations across teams.

• Ensures claims are managed in accordance with legislation, policy and corporate standards, with a focus on sound adjudication.

• Oversees complex, high-risk and sensitive claims, providing direction on adjudication, reserving, cost drivers and resolution strategies.

• Drives quality and consistency through audit, file review and rehabilitation strategy practices, identifying trends, addressing gaps and reinforcing expectations across teams.

• Supports effective claims decision-making by embedding consistent practices, guidance and expertise across operational and allied functions.

• Embeds fiscal discipline into claims management by monitoring key cost drivers and supporting appropriate decision-making that balances customer needs with responsible use of Auto Fund resources.

• Uses data, performance trends and operational insights to identify risks (e.g., backlog, delays, rework) and implements targeted improvements to claims handling practices.

• Supports escalated matters, including ministerial, executive and high-profile inquiries, ensuring appropriate handling and resolution.

• Partners with internal and external experts (e.g., medical, legal, quality, fraud, independent medical examiners and other specialized experts) to support consistent, informed and defensible decision-making across complex and high-risk claims.

• Fosters a culture of psychological safety, inclusion and accountability, supporting employee well-being, resilience and engagement.

People Leadership

• Builds a high performing workforce by actively leading human resource activities.

• Ensures development of divisional succession plans.

• Builds a culture of leadership and accountability to effectively deliver on strategic and corporate strategies, ensuring integration with employee performance development and career development plans.

• Drives performance through team members and is committed to leadership development across the company, supporting employees and workforce readiness through mentoring, training and developmental opportunities.

Strategic Planning

• Contributes to the development and execution of Injury Claims strategies, ensuring alignment with corporate priorities and long-term sustainability objectives.

• Supports the ongoing evolution and maturity of the operating model, including optimization, reduction of workarounds and improved operational effectiveness.

• Identifies emerging trends, risks and pressures and translates into actionable plans to improve service delivery, efficiency and customer outcomes.

• Supports major initiatives ensuring operational readiness and minimal disruption to service.

• Uses data, performance trends and operational insights to inform decision making, planning and continuous improvement.

Customer Experience Management

• Ensures delivery of a consistent, timely and empathetic customer experience across all claims streams, balancing customer needs with legislative, policy and operational requirements.

• Defines and monitors key service indicators (e.g., timeliness, backlog, cycle time and key customer touchpoints), using insights to identify risks and drive targeted improvements.

• Embeds customer-focused practices into claims handling, including clear communication, proactive support at key milestones, and consistent application of benefits and entitlements.

• Identifies and addresses service gaps, inefficiencies and sources of rework that negatively impact the customer experience, implementing practical improvements within operational capacity.

• Ensures service delivery approaches are responsive to changing conditions (e.g., system limitations, capacity pressures, legislative changes), while maintaining stability and reliability for customers.

• Reinforces accountability for customer outcomes across teams, ensuring service standards and measures are clearly defined, understood and applied, recognizing that expectations vary across specialized units and claim complexity.

• Provides direction on complex or escalated customer situations, ensuring appropriate resolution while managing risk, fairness and consistency.

External and Internal Relationship Management

• Builds and maintains strong relationships with external partners (e.g., medical, rehabilitation, legal, vendors, and inter-agency stakeholders) to support coordinated customer care, effective outcomes and a consistent continuum of service.

• Establishes and sustains effective partnerships with internal stakeholders (e.g., Corporate Claims and Partnerships, Systems, Actuarial, Legal, Safety, Fair Practice Office, etc.) to ensure alignment of operational priorities, readiness for change, and coordinated service delivery.

• Provides operational insight, identifies risks and makes recommendations to inform corporate initiatives, ensuring impacts to customers, partners and operations are clearly understood.

• Collaborates with partners to support implementation of initiatives, including system changes, process improvements and evolving service delivery models, ensuring operational readiness and minimizing disruption to service delivery.

• Strengthens partner experience by proactively identifying and addressing friction points, improving communication, and establishing clear escalation and resolution pathways.

• Represents Injury Claims in cross-functional governance, committees and working groups, contributing to decision-making, prioritization and resolution of complex issues.

• Leverages feedback, trends and partner insights to identify improvement opportunities, enhance service delivery and support continuous improvement across the claims system.

Corporate Management

• Ensures programs and policies are in alignment with corporate, strategic and divisional strategies.

• Manages risk in area of authority.

• Prepares, reviews, manages and/or approves departmental/divisional budgets.

• Prepares decision requests, decision and/or information items and/or SGI board items.

• Ensures that the Health, Safety and Emergency Management Policy is applied in area of responsibility, including development, implementation and managing of program components specific to departmental health and safety requirements.

• Makes decisions for departmental operations that are efficient, effective and in alignment with strategic direction and priorities.

• Ensures department and program policies, procedures and guidelines are in compliance with applicable federal and provincial legislation and regulations; implements and evaluates changes to legislation and regulations in area of authority.

• Establishes and maintains an effective system of internal controls to support reliable financial reporting and compliance in accordance with applicable laws and regulations within the span of control, and communicates the importance of internal controls to staff.

Education and Experience

• Four-year degree from an accredited post-secondary education institution in a relevant field of study such as health, business, or social sciences.

• Ten years' experience comprised of six years progressively challenging leadership and four years' experience in a field related to injury or disability claims management.

Knowledge, Skills and Abilities

• Knowledge of the corporation's applicable lines of insurance.

• Knowledge of the principles and practices of insurance and claims methods and procedures.

• Knowledge of claims policies and procedures related to the adjustment and settlement of accident benefit and bodily injury claims.

• Knowledge of, and skill in interpreting, the Automobile Accident Insurance Act, the Traffic Safety Act and the Snowmobile Act and related regulations.

• Knowledge of the insurance industry including emerging trends, risks and evolving service delivery models.

• Knowledge of organizational units, and how they interact to support the corporation's operations.

• Knowledge of claims operations, service delivery models, and performance management practices within a complex, distributed environment.

• Knowledge of risk management, compliance, privacy and audit practices within an insurance or public sector environment.

• Knowledge of data, reporting and performance metrics to support decision-making, planning and continuous improvement.

• Ability to think strategically, identify problems/threats, analyze risks, and assess outcomes.

Behavioural Competencies

Leader Level 4 - Applies (Department/Division)

• Accountability - Enables Performance Across Teams/Business Units

• Business Acumen - Formulates Departmental/Divisional Plans in Relation to Internal and External Environment

• Change Agility - Defines Areas for Change and Follows Through

• Leadership - Leads the Department/Division

Working Conditions

Physical Effort: Minimal.

Physical Environment: Minimal.

Sensory Attention: Moderate.

Mental Stress: At times, the position experiences a high level of stress due to complex and high-impact decision-making. This includes managing challenging and escalated customer situations, confrontation, and potential safety concerns, where decisions may be subject to scrutiny and escalation to external bodies such as the Ombudsman, MLA or Minister's Office.

At SGI, we are committed to a workplace where people feel respected, valued, and able to contribute fully. Through fair, consistent, and transparent people practices, we attract skilled talent with varied lived experiences and offer meaningful work, opportunities for growth, and a strong sense of belonging. Our commitment to reconciliation includes inclusive hiring practices that create meaningful opportunities for Indigenous peoples and support a workforce reflective of the communities we serve. Join us in building a culture where contributions are valued and shared success is shaped by our people.

If you require an accommodation during the recruitment process, we invite you to submit your accommodation request to employeeleaves@sgi.sk.ca and we will work through your request with you. All information received will be kept confidential.

Posting Close Date: