Policy Service Case Manager

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed 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 are seeking a highly skilled and clientfocused professional to join our Policy Service team as a Policy Service Case this role you will play a critical part in managing and resolving complex highrisk policy service cases including escalations and complaints while protecting Equitables reputation and upholding Fair Treatment of Clients principles. This is an opportunity to work across multiple business areas influence outcomes in ambiguous and highimpact situations and deliver an elevated service experience for clients advisors and distribution partners. You will act as a trusted subject matter expert contribute to enterprisewide improvements and make a meaningful impact on client retention advisor confidence and organizational risk one of the regions top employers and be part of something that truly makes a 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 youll do:Own the end-to-end resolution of complex high-risk and escalated inforce policy service cases including complaints exceptions and nonstandard scenariosDeliver a differentiated service experience for large case highnetworth and Prestige Advisor requests acting as a trusted escalation pointApply advanced technical expertise and independent judgment to resolve ambiguous or unprecedented cases while balancing client experience contractual obligations and organizational riskLead cross-functional coordination with partners across Policy Administration Underwriting Actuarial Tax Claims Legal Compliance New Business and Client CareAct as the single point of accountability for case outcomes ensuring clear proactive communication and effective expectation management for clients advisors MGAs and distribution partnersManage complaint-related cases in alignment with Fair Treatment of Clients (FTC) principles regulatory requirements and internal governance standardsIdentify assess and escalate material risks systemic issues and potential reputational or regulatory exposures providing insight and recommendations to leadershipEnsure all decisions are well-documented defensible and audit-ready supporting quality assurance and regulatory reviewProactively anticipate risks remove barriers and minimize delays or rework to meet service commitments and protect the client experienceContribute front-line expertise to continuous improvement transformation initiatives and cross-functional working groups by identifying trends root causes and opportunities to reduce repeat issuesInfluence outcomes across the enterprise through subject matter expertise professional credibility and sound judgmentWhat youll bring:57 years of progressive experience in insurance operations underwriting or case management with demonstrated experience handling complex high-risk or escalated casesStrong knowledge of life insurance or individual insurance products and inforce policy servicingPost-secondary degree in Business Administration Finance Insurance or a related field (or equivalent experience)Industry certifications such as LOMA CLU CHS Life License or related credentials (preferred)Proven ability to manage multiple complex cases with accuracy urgency and attention to detail in a fastpaced environmentAdvanced problem-solving skills with the ability to assess nonstandard scenarios anticipate obstacles and drive defensible outcomesStrong risk and compliance acumen with experience applying regulatory requirements and Fair Treatment of Clients principlesExcellent communication skills including the ability to handle sensitive escalated or highemotion interactions professionally and empatheticallyStrong analytical and criticalthinking skills using data and experience to identify trends risks and improvement opportunitiesConfidence influencing outcomes and aligning stakeholders without formal authorityComfort operating in ambiguity adapting to change and supporting evolving processes and ways of workingA clientcentric mindset with a commitment to service excellence professionalism and relationship-driven in it for you:Career Growth: Regular learning sessions and developmentopportunitiesTotal Rewards: Incentive pay annual salary reviews employer-paid benefits and pensionmatchingTime Away: Competitive vacation plus one paid volunteer day each yearFlexibility: Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day approachAt Equitable were 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 Were happy to base pay will be based on your skills qualifications experience and 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 youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats To: Manager Policy Service Case ManagementDepartment: Individual Policy Service Case ManagementTerm: Permanent Full-Time