Salary :
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager Claims Service based in Canada.
This leadership role offers the opportunity to manage a claims service team while improving customer experiences and operational performance.
You will lead, coach, and develop a team of claims professionals while ensuring service excellence and efficient claims processes.
The position combines people management, operational strategy, performance optimization, and customer-focused problem solving.
You will work closely with senior leaders and cross-functional teams to implement initiatives that improve service delivery and business outcomes.
This role provides the opportunity to influence claims operations, mentor talent, and create meaningful improvements for customers.
It is an ideal opportunity for an experienced insurance leader who thrives in a collaborative, performance-driven environment.
Accountabilities:
The Manager Claims Service will oversee a team of claims professionals, ensuring high-quality service delivery, effective performance management, and continuous operational improvement. This role requires strong leadership skills, claims expertise, and the ability to balance customer needs with business objectives.
- Lead, coach, and motivate a team of claims representatives to achieve performance and service excellence goals.
- Collaborate with senior leadership to align team objectives with operational strategies and business priorities.
- Monitor service levels, workload distribution, and team capacity to ensure efficient claims operations.
- Conduct coaching sessions, performance discussions, quality reviews, and development planning for team members.
- Support performance management activities, including goal setting, feedback, and employee development initiatives.
- Manage escalated customer concerns, conflicts, and complex service situations with professionalism and empathy.
- Analyze operational reports, performance metrics, and quality assurance results to identify improvement opportunities.
- Develop and implement action plans to enhance claims processes, customer experience, and team effectiveness.
- Lead change management initiatives and ensure consistent communication across teams.
- Participate in industry committees and contribute insights to improve operational practices.
Requirements:
The ideal candidate is an experienced insurance professional with strong leadership capabilities, claims knowledge, and a proven ability to improve team performance. This role requires analytical thinking, conflict resolution skills, and experience managing complex customer and operational challenges.
- 5+ years of relevant professional experience.
- University degree or college diploma in a related field.
- CIP designation or active progress toward completion is preferred.
- Advanced knowledge of insurance policies, coverage, regulations, and claims processes.
- Strong understanding of auto and property insurance operations.
- Experience managing claims systems, procedures, liability considerations, and compliance requirements.
- Strong analytical skills with the ability to interpret data, identify trends, and develop solutions.
- Proven experience with conflict management and customer relationship resolution.
- Strong leadership, coaching, and employee performance management skills.
- Experience supporting change management initiatives and driving operational results.
- Ability to prepare and analyze complex reports to support decision-making.
Benefits:
- Competitive annual compensation ranging from approximately $77,200 to $124,075, based on skills and experience.
- Fully remote work opportunity across Canada.
- Opportunity to lead and develop a team of claims professionals.
- Career growth opportunities within a large insurance environment.
- Supportive workplace focused on innovation, collaboration, and professional development.
- Opportunity to influence customer service strategies and improve claims experiences.
- Comprehensive employee support and resources to help you succeed in your role.
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