Claims Manager, Auto Insurance (BC)

Square One Insurance Services•Vancouver, BC

10d•CA$110,000 - CA$125,000•Hybrid

About The Position

Square One is seeking an innovative, forward-thinking Auto Insurance Claims Manager to build and scale its claims division's capabilities to support its BC auto insurance portfolio. This role will be instrumental in designing an auto claims module within Square One’s system. The leader will be responsible for building a high-performing team of auto claims adjusters, establishing a robust auto repair network, and implementing modern, tech-enabled workflows across BC’s private optional auto insurance market, with a priority on customer experience. Success in this role comes from extensive automobile insurance claims-adjusting experience, superior analytical and decision-making skills, strong communication and leadership skills, and the ability to handle conflict effectively. The ideal candidate is detail-oriented, organized, takes pride in their work and in leading others, and works closely with internal and external stakeholders to ensure sound decisions and great service. Square One offers a supportive team environment with coaching, mentoring, training, and tools designed for team success. The role prioritizes efficiency and the leveraging of new technology to modernize the traditional claims environment.

Requirements

Level 2 or Level 3 Insurance Adjuster License (or eligible with the Insurance Council of BC).
8–10+ years in automobile claims adjusting, with 5+ years in a leadership role within the BC Auto insurance market.
At least 1 year of tenure with a recent employer.
Strong existing network of BC collision repair, appraisal, and automotive service providers.
Deep knowledge of BC optional auto insurance products and how these policies interact with ICBC basic coverage, including subrogation.
Proven track record of leveraging technology to improve operational efficiency and modernizing traditional claims environments.
Fearless and curious in researching, adopting, and teaching AI technologies to drive efficiency in research, productivity, and claims analysis.

Nice To Haves

CIP (Chartered Insurance Professional) or FCIP preferred.

Responsibilities

Recruit & Onboard: Build a team of high-performing auto adjusters and support staff in the BC market.
Modern Culture & Coaching: Foster an agile, customer service- and efficiency-focused culture. Guide adjusters on technical claims handling, coverage determinations, total loss valuations, and customer communication.
Performance Standards: Establish operational KPIs, SLAs, and file audit standards focusing on cycle time reduction, accuracy, and customer experience.
Coverage & Compliance: Build Standard Operating Procedures for optional coverages (Collision, Comprehensive, Extended Third-Party Liability, Loss of Use, Replacement Cost) compliant with the BC Insurance Act and seamless ICBC subrogation protocols.
Claims Module: Actively participate in the initial development and ongoing enhancement of the claims module within Square One’s system, including integrations with claims vendors.
Processes & Procedures: Modernize traditional claims handling by implementing digital-first workflows. Develop and maintain best-practice guidelines in the form of an Automobile Claims Manual and individual role best-practice handbooks.
Efficiency & Automation: Develop and integrate technology tools to streamline low-complexity claims, reducing touchpoints and administrative friction.
Risk Management: Lead end-to-end fraud risk management, including early detection, thorough investigation, and long-term mitigation strategies.
Repair Network: Negotiate and build a preferred vendor network with collision repair facilities across British Columbia.
Auxiliary Vendors: Build and manage relationships with rental car companies, towing networks, glass repair facilities, and salvage partners.
Vendor Governance: Track shop performance, repair cycle times, labor rates, and estimate accuracy using modern estimating and audit platforms.