Claims Manager, London Market TPA
About The Position
Crawford is seeking an experienced Claims Manager to lead its London Market TPA claims team. The role provides day-to-day leadership and technical oversight, develops the team, strengthens client relationships, and drives consistent, efficient claims delivery. The Claims Manager works with London Market insurers, managing agents, brokers, and coverholders to ensure claims are handled in line with client expectations, account instructions, and delegated authority. This is a flexible, hybrid role based in the Greater Toronto Area, with an annual salary range of $100,000 to $130,000 and eligibility for an annual discretionary bonus. The position combines technical claims work, people leadership, client engagement, and operational priorities. Success involves building relationships with the team and key clients, understanding account requirements and priorities, establishing consistent practices for quality, reporting, coaching, and client engagement, improving visibility into claims and service performance, and identifying operational improvements.
Requirements
- Approximately 10 years of relevant claims or technical experience.
- Experience leading and developing claims professionals, providing technical guidance, managing performance, and fostering ownership and accountability.
- Strong technical claims, organizational, and decision-making skills.
- Excellent communication and relationship-building skills.
- Ability to balance immediate priorities with longer-term operational objectives.
- Ability to obtain adjusting licenses in multiple provinces.
- Valid driver's license; some local travel for meetings and conferences is expected.
- Bachelor's degree or equivalent combination of education and experience.
Nice To Haves
- Significant experience within London Market, Lloyd’s, TPA, or delegated-authority claims, with a strong understanding of account instructions, delegated authority, and client reporting. London Market claims expertise is preferred but not mandatory.
- CIP designation.
- Experience building trusted client relationships, managing escalations, and using claims and operational information to improve service and business outcomes.
Responsibilities
- Lead claims delivery and provide technical and operational oversight across London Market TPA accounts, including claim assignment, workload management, complex claims, escalations, reserves, and delegated authority.
- Coach and develop supervisors and adjusters, provide meaningful feedback, identify training needs, and establish accountability for quality, service, and performance.
- Oversee file reviews, audits, client reporting, and operational controls, using findings and trends to improve claims handling and consistency.
- Build trusted relationships with insurers, managing agents, brokers, and coverholders; lead client meetings and stewardship discussions, resolve service issues, and identify opportunities to strengthen and grow partnerships.
- Oversee client reports, bordereaux, and management information, using claims data and operational trends to identify risks, priorities, and opportunities for improvement.
- Oversee billing, expenses, time recording, and accounts receivable, and help ensure additional client requirements and services are identified.
- Identify and implement improvements to workflows, reporting, controls, and technology to create a more proactive and sustainable claims operation.
Benefits
- Annual discretionary bonus.
- Performance-based pay and incentive plans.
- Retirement savings options, including pension, group RRSP, TFSA, and an Employee Stock Purchase Plan.
- Benefits supporting financial, physical, and mental well-being.
- Flexible work options, including shortened work weeks, phased retirement, and generous time away.
- Training, development, and scholarship programs supporting continuous learning, career growth, and education.
- Home office allowance.
- Employee referral bonuses.
- Relocation support where applicable.
- Corporate discounts.
- Paid volunteer time.
- Sustainability initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
