Manager, Complex & Commercial Auto Claims

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.

What can you expect in this role?

• Leading, developing and motivating high performing teams that result in higher retention of quality talent.
• Support team leads to ensure the team(s) meets or exceeds claims processing targets, quality metrics and exceptional client service goals.
• Assisting in the identification of process enhancements and improvements to existing programs.
• Ensuring corporate service standards and claims file standards are consistently measured, monitored and met.
  Professionally and swiftly manage escalations and service issues.
  Monitor and maintain best practices for Complex, SIU and Commercial claims processes.
• Providing regular, timely and accurate reports to the Director and other parties, as appropriate, on the operational metrics and real-time status details.
• Acting in the capacity of liaison and point of contact with the broker force and clients.
• Collaborate with other leaders and colleagues in different departments, divisions and other partners.
• Support, champion and implement business change initiatives.

What do you bring to the role?

• 5 years + experience in progressive leadership roles, within claims.
• University degree, college diploma or CIP designation required.
• Advanced knowledge of claims procedures and processes.
• Superior technical claims handling and processing knowledge.
• Knowledge of systems for auto claims to ensure compliance with corporate claims guidelines, policies, contracts and procedures.
• Solid conflict management skills to resolve disputes from policyholders and brokers - front line liaison with broker force.
• Prior experience in managing and monitoring budgets is an asset.
• Continuous improvement mindset – ability to see opportunities for progress and initiate change
• Exceptional analytical skills and ability to synthesize data from multiple resources to make recommendations and improve technical and service quality. 
• Ability to travel required, when appropriate
• Strong capability with metrics and performance management.
• Fluent bilingualism (English and French) is an asset          

Salary Range: $84,000 - $154,700

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).

#LI-Hybrid