Team Leader, National SIU

Job ID : 7515
Category : Claims
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada
Posting Range : $66,300 - $122,100

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Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

In this role, you will report to the Manager – SIU and is accountable for the performance of a National SIU Specialized Handling Unit. The purpose of this role is to investigate questionable and fraudulent files is in adherence with corporate policies, standards, and procedures in the administration and resolution of SIU claims.  


What can you expect from this role?


  • Oversee the work of SIU Specialized Handling Unit. Must accurately interpret policies and procedures, model them and hold others accountable to consistently perform.
  • Works in collaboration with the SIU Team Leaders to provide direction to triage, and SIU Inside and Field Investigation team to support fraud handling.
  • Works in collaboration with all Lines of Business – Auto, Property, Accident Benefits, Bodily Injury and Sharing Economy in the investigation of fraud related files. We strategize decisioning with consultation with Legal, Underwriting, Subrogation and Governance. 
  • The Specialize Handling Unit investigates project based investigation and internal investigations.
  • Works closely with Enterprise Fraud to investigate post-bind policies for fraudulent concerns.
  • Communicate and drive execution of key performance indices. Measures staff’s performance progress, adjust to stay on track, analyze patterns, and problem solve or tackle opportunities.
  • Attract, retain, mentor, and develop top talent by motivating, encouraging, and training staff to achieve high performance levels.
  • Effective communication of expectations and vision.
  • Provide technical guidance and consultation on questionable and fraudulent claims
  • Support the Manager - SIU in industry and fraud claims trending. Act when needed in the absence of the Manager – SIU.
  • Case manage and track the handling capacity and workload of the SIU Specialized Handling Unit. Ensure appropriate prioritization and assignment of cases are based on the skill and resources of the team.
  • Create and modify strategies for the business unit to move the business unit towards meeting its goals.
  • Provide fraud technical guidance and consultation to others in the investigation of complex and non-complex claims in the claims operation.
  • Assist with the management of expenses that impact the annual operating budget for the National SIU team.
  • Analyze fraud industry trends. Use the data collected to identify new opportunities to combat fraud. 
  • Foster cooperation among individuals and departments to accomplish goals.
  • Develop and implement plans for prospective and retrospective loss avoidance, detection, investigation, and recovery.
  • Monitor and analyze referral trends from the fraud analytics tool. When necessary, deliver and implement activities to improve engagement to increase technical abilities of claims staff to recognize questionable claims.
  • Coordinate SIU activities with other departments, providers, members, vendors, regulatory and law enforcement agencies.
  • Conduct internal and external audits to monitor regulatory compliance, develop a plan to address gaps, and critically evaluate the effect of the plan on conclusion. 
  • Assist in recruitment, onboarding and develop succession plans
  • Design, coordinate and facilitate training materials nationally to raise SIU related awareness for our staff, within other departments of the company and Broker partners.
  • Coordinate litigation support for SIU matters referred to Legal.

What do you bring to the role?

Superior leadership skills:

  • Change management – leads transition through influence on the benefits of change.
  • High EQ (emotional intelligence) and AQ (adaptability) to navigate challenges or opportunities.
  • Continuous learning approaches digital transformation.
  • Prioritizing diversity – stay at pace with employee needs and learn from diverse and unique perspectives.
  • Taking measured risks.
  • Innovative and evolving.
  • Self – accountability and taking responsibility for my actions

Effective communication skills – oral, written, and active listening skills:

  • Translate and communicate our vision and values into the operation’s day-to-day activities and behavior to diverse individuals and teams.
  • Cross-platform communication.
  • Ability to inspire staff.

Extensive SIU investigative skills, claims technical knowledge, and strong SIU networks – public officials and law enforcement.

  • Superior decision making, analytical, problem solving, and negotiation.
  • Demonstrated proficiency with computer software including Microsoft Office suite, PowerPoint, and other Claims tracking tools.
  • Requires the ability to maintain confidential information.
  • Strong knowledge of SIU industry trends, legislative issues and reforms, and regulatory sanctions.
  • Multi-line claims exposure is an asset. Understanding litigation, strategic claims handling and risk assessment is required for the role.
  • You are seen by others as having the technical knowledge and skills to lead a team of specialists in fraud detection. 
  • National travel may be required.

Your Skills and Experience

  • For this role, candidates must have a university degree or College diploma from an accredited university or community college.
  • Candidates that have completed their CIP designation or have completed at least 8 CIP courses with an active commitment to complete your CIP designation will be preferred. Other professional designations are an asset.
  • Experience working with experts in areas such as accident reconstruction, surveillance and related investigation skills is an asset.
  • Minimum of 5 years of multi-lined claim or investigative experience.
  • Personal and Commercial General Liability policies, regulations, and the Insurance Act, and its application against combatting fraud.
  • 3 years of SIU or supervisory/managerial experience.
  • Previous leadership experience is preferred including experience with performance management.
  • Demonstrated experience performing well with conflicting priorities in a fast-paced environment and remain calm under pressure.
  • Demonstrated proficiency with computer software including Microsoft Office suite, PowerPoint, and other Claims tracking tools.

Salary range is $66,300 - $122,100

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).


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