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.
Position Title: Supervisor, Individual Inforce Administration
Reports To: Manager, Individual Inforce Administration
Department: Individual Insurance
Term: Permanent Full-Time
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.
The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect. This role offers the opportunity to lead the daily operations of the Individual Life Administration Team, ensuring exceptional customer service and efficient handling of policyholder and broker requests. You’ll drive process improvements, support strategic initiatives, and provide subject matter expertise across administrative functions, while fostering staff development and maintaining high service standards. The position also involves active participation in projects and oversight of procedural accuracy to support business goals. Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.
What you will be doing:
Review and manage escalated service issues
Recruitment of staff, evaluation of individual performance, addressing performance related concerns, initiate corrective action, performance management utilizing metrics wherever possible
Development of a team focused on providing service excellence to our policyholders and advisors, while developing a highly cohesive and motivated team
Address quality and timeliness of service with target of meeting or exceeding service goals to all clients (policyholders and advisors, MGAs)
Assist with Budget Management
Liaison with Individual Management as necessary to resolve service issues effectively
Participation and/or management of special projects/initiatives relating to Individual Inforce Administration
Focus on continually reviewing processes and implementing process improvements with measured cost and time savings.
Ensure appropriate metrics are in place to measure quality & productivity
Identifying risk and reporting to the appropriate manager and assist/facilitate a resolution.
What you will bring:
Strong people management abilities, skilled in mentoring and coaching staff in a highly demanding, fast paced environment
Sound knowledge of past and current Life insurance policy contract provisions
Highly service oriented, with a flexible approach to problem resolution
The ability to build strong relationships and foster teamwork and collaboration
Strong organization, communication, analytical, prioritization and interpersonal skills
Knowledge of insurance tax regulations, legislative and CLHIA guidelines, Compliance including Privacy, Money laundering legislation, complaint handling protocol, FATCA/CRS are required
Strong Equitable product knowledge
Sound knowledge of all systems (VAX, Ingenium, Fasat, OnBase, Equinet/Client Access, Client Doc)
Superior communication skills, both verbal and written
Excellent analysis, negotiation, problem solving, critical thinking and decision-making skills
The ability to facilitate and manage change within a team.
Manage escalated client service issues
Strong understanding of the roles and responsibilities of other Individual Operation departments in order to effectively collaborate.
What’s in it for you:
A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day.
A healthy work-life balance with employee wellness top of mind
Annual bonus program, annual vacation allowance, and company-paid benefits program
Generous vacation package with one volunteer day to give back to a charity of your choice
Immediate enrollment in the company’s pension program with employer matching
Employee resource groups that support an inclusive work environment
Tuition support and specialized program assistance
An onsite full-service cafeteria with a variety of daily options
Discounts on company products and services, and access to exclusive employee perks
Regular EQ Together events focused on company togetherness and collaboration
As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy
This position is available due to an existing vacancy.
We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.
LI-Hybrid
