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Manager, Complex and Commercial Claims

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Job ID : 5685
Category : Claims
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada

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Definity includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, we’ve grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

What can you expect in this role?

  • Leading, developing and motivating a high performing service team(s) 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 Property & Casualty insurance.
  • University degree, college diploma or CIP designation required.
  • Advanced knowledge of claims procedures and processes
  • Superior technical claims handling and processing knowledge & systems for auto claims and ensures 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
  • 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.
  • Fluent bilingualism (English and French) is an asset                                                                                                                                                                                                                 

This role requires successful clearance of a background check (including credit & criminal checks)

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • 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

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 a background check (including criminal checks and leadership references).

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