Coordinator, Digital Operations & Program Management

We offer more than a job, we offer a career!

• We support our employees to shape their career by encouraging continuing education and investing in training and development.
• We put our employees at the center of what we do to allow them to grow personally and professionally, with projects and challenges that are motivating and rewarding.
• We inspire people to do what they are passionate about by believing in integrity, respect and recognition of diversity and community support.
• We are a dynamic team where entrepreneurship, innovation and collaboration are at the core of our values.
• We offer competitive salaries and a multitude of benefits starting day one including generous medical and dental coverage, telemedicine, employee and family assistance program, and retirement and savings programs.
• We recognize the importance of work-life balance with our hybrid work program, wellness allowance, and year-round social activities and events.

We are looking for a Coordinator, Digital Operations & Program Management to join our team in our Montreal office!

The Coordinator, Digital Operations & Program Management contributes to the quality, reliability, and effective delivery of Digital operations, platforms, and programs.

Working closely with the Director, Operations and Program Management, the role provides coordination capacity across four distinct areas: platform review and compliance; billing and operational administration; program documentation and broker resources; and Québec user enablement.

The role collaborates with Program Management, Compliance, Finance, Configuration, Programming, and business stakeholders, engaging each function according to the specific accountability being coordinated.

If you are career-minded and looking for a dynamic work environment with a growth mindset, you will love working among our team!

Your Day as a Coordinator, Digital Operations & Program Management

Key Responsibilities

Platform Review, Compliance & Quality

• Conduct structured reviews and audits of Digital platforms against established compliance, communications, branding, bilingual, and usability criteria.
• Track review findings, approvals, and remediation to maintain a clear audit trail.
• Maintain the review framework, criteria, and quality standards used to evaluate Digital platforms.

Operational Support & National Program Administration

• Oversee the end-to-end administration of designated national programs or products, including billing, reconciliation, and coordination with key stakeholders.
• Coordinate with Program Management, Finance, and other stakeholders to ensure requirements, records, transactions, and follow-ups are effectively managed.
• Provide backup capacity for broader Digital billing and operational needs, as required, and contribute to related process improvements.

Program Documentation, Client Materials & Training Resources

• Prepare a range of documents and materials to meet team and program needs.
• Develop professional materials for broker clients, including presentations, process flows, applications, and other program documentation.
• Document program processes and maintain training and reference materials that broker teams can use to understand their programs, updating them at renewal based on information provided by Program Management.

Platform Support & Enablement

• Provide initial technical and platform assistance to users and clarify how to use available Digital tools and features.
• Triage user-reported incidents, capture the information needed for diagnosis, and escalate technical matters to the appropriate team.
• Develop and maintain bilingual FAQs, troubleshooting guidance, online help content, and user instructions focused on self-service.
• Analyze recurring user questions and incidents to identify opportunities to improve adoption, guidance, and the overall user experience.

Role Evolution & Flexibility

The responsibilities outlined above represent the primary focus areas of the role and provide direction regarding its expected contribution within Digital Programs and Digital Operations.

As business priorities, program requirements, operational needs, and organizational objectives evolve, specific responsibilities and activities may be adjusted over time in collaboration with the employee and manager. The role is expected to contribute flexibly across Digital Programs and Digital Operations while remaining aligned with the overall objectives of the position.

Who we are

Founded in 1987 by Barry F. Lorenzetti, BFL CANADA is one of the largest employee-owned and operated Risk Management, Insurance Brokerage, and Employee Benefits consulting services firms in North America. The firm has a team of over 1,500 professionals located in 27 offices across the country. Thanks to its Local International Office Network of independent brokers (LION), BFL CANADA provides clients with privileged access to insurance partners in over 140 countries, helping to support their operations both in Canada and globally.

Our Montreal office is located at the heart of downtown Montreal, the largest city in Quebec. Our employees can benefit from the numerous exciting activities organized in the neighborhood.

Let’s stay in touch: follow us on LinkedIn to get privileged access to our activities and see our other job opportunities.

Visit our website to learn more about us: www.bflcanada.ca 

We welcome and encourage applications from people with diverse abilities. BFL Canada is committed to fostering an environment that is diverse, equitable, inclusive, and accessible to all. The diversity of our talents enables innovation and creativity through diverse backgrounds, different thinking, and unique knowledge. Accommodation is available on request for candidates taking part in all aspects of the selection process.

Offers of employment at BFL CANADA are conditional upon satisfactory results of background verifications.