Manager, Claims Service

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead a team of Claim Service Representatives responsible for handling First Notice of Loss (FNOL) and customer inquiry calls.

• Maximize outcomes while enhancing the customer experience.

• Oversee daily operations for Auto and Property clients.

• Collaborate strategically with Directors and Senior Managers.

• Provide, maintain, and monitor service levels for users.

• Ensure equitable distribution of workload among team members.

• Facilitate team huddles.

• Conduct coaching sessions, sit-alongs, and oversee call/file quality.

• Manage Performance Development Plans and Performance Management processes.

• Plan compensation for direct reports.

• Address and resolve escalated customer communications, concerns, and conflicts.

• Analyze key metrics, operational reports, telephony metrics, and Quality Assurance outcomes.

• Develop initiatives to enhance claims processes and customer experience.

• Lead discussions on change management and ensure uniformity in communication.

• Participate in industry committees.

• Identify opportunities for improvement and propose solutions.

⛳️ Requirements

• A minimum of 5 years of relevant experience.

• In-depth knowledge of insurance policies, coverage, and regulations.

• Familiarity with claims processes, policies, procedures, claims systems, liability, and applicable legal compliance standards.

• Proficient in analytical procedures to reconcile, manipulate, and interpret data patterns.

• Strong problem-solving skills and ability to prepare complex reports for analysis.

• Knowledge of Auto and Property Insurance.

• Advanced skills in conflict management and problem resolution in both internal and external customer relationships.

• Experience in Change Management with a focus on driving results.

• CIP designation or progress towards obtaining it.

🏝️ Benefits

• Opportunity to enhance skills and progress to higher levels.

• Chance to challenge the current norms and influence the future of protection.

• Opportunity to support meaningful causes that resonate with employees.

• AI-assisted recruitment process.