Manager, Claims Service

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

📋 Description

• Lead and cultivate frontline Claims Service teams to provide an outstanding customer experience.

• Ensure the uniform implementation of claims procedures and the accomplishment of operational goals.

• Supervise team performance, staffing levels, and workload distribution.

• Discover opportunities to enhance service, efficiency, quality, and employee satisfaction through data and insights.

• Spearhead operational and procedural modifications while optimizing workflows.

• Promote a culture that is engaged, accountable, inclusive, collaborative, and high-performing.

• Mentor and develop Claims Service Representatives.

• Manage the daily operations of Claims Service.

• Track service levels, productivity, quality, customer satisfaction, staffing, and workload.

• Set team priorities and establish performance expectations.

• Implement and encourage the adoption of new processes, technologies, and operational improvements.

• Collaborate with Claims leaders, Workforce Management, Learning & Development, Human Resources, and other business partners.

• Address escalated customer, employee, and operational matters.

• Contribute to various Claims Service projects and initiatives.

• Provide leadership and support in both English and French.

⛳️ Requirements

• Proficiency in both English and French is mandatory.

• Demonstrated experience in people leadership, including coaching, development, and performance management.

• Strong operational leadership capabilities, utilizing data and business insights to inform decisions and enhance performance.

• A robust customer-centric approach with a proven ability to guide teams through transitions.

• Exceptional communication, relationship-building, problem-solving, and influencing abilities.

• Experience in claims, insurance, contact center, or customer service operations is highly desirable.

• A Bachelor’s degree is preferred, or an equivalent combination of education and relevant experience.

• A minimum of 5 years of relevant experience is preferred.

• Previous leadership experience is strongly favored.

• Ability to effectively communicate, lead, coach, and support employees and business partners in both English and French.

• Skills: Claims Processing, Conflict Management, Employee Supervision, Negotiation.

🏝️ Benefits

• Opportunity for professional advancement and skills development.

• Chance to influence the future of protection.

• Support for causes that are meaningful to you.