Director, Claims

AMA - Alberta Motor Association•Edmonton, AB

2d•Onsite

About The Position

The Director, Claims will operate at both a strategic and operational level, balancing senior leadership responsibilities with day-to-day oversight to ensure claims practices align with organizational practices, objectives and regulatory requirements. In this role, you will guide a team of Claims Managers and Examiners through complex, high-impact moments for our members - ensuring claims are handled fairly, efficiently, and with care. This role is ideal for someone who thrives in a fast-paced environment, enjoys developing others, and understands how strong leadership in claims directly shapes member trust, experience, and long-term loyalty.

Requirements

Minimum 15 years of progressive claims handling experience, including at least 8 years in a management/leadership role.
Experience in all-lines of claims handling and management, including large and complex losses, with sound understanding of functional areas such as underwriting, accounting, marketing statistical and financial reporting and insurance systems technology.
Proven leadership skills with the ability to guide teams through busy, high-pressure and time-sensitive situations.
Strong interpersonal and communication skills, enabling productive dialogue, active listening and clarity in both written and verbal interactions.

Nice To Haves

Post-secondary education, with a FCIP designation completed or in progress, or equivalent is preferred.
A demonstrated track record of effective leadership, with experience contributing to strategy, guiding complex change, and driving meaningful outcomes.
A strategic and forward-thinking leader who looks beyond day-to-day operations to shape the future of claims, improve member experience, and drive meaningful, sustainable change.
A people-first leader who motivates, coaches, and supports a diverse team.
Calm, confident, and thoughtful when navigating escalations or high-severity claims.
Organized and adaptable, especially when volumes fluctuate during catastrophe events.
Fair and transparent in decision-making, with a strong sense of accountability
Curious about better ways of working and open to process improvement and innovation.
Aligned with AMA’s values of integrity, respect, collaboration, and excellence.

Responsibilities

Actively contribute to and lead claims-related transformation initiatives, translating evolving policy direction, system changes, and organizational priorities into effective and sustainable practices.
Contribute to the development and execution of Claims strategy, including strategic planning, goal setting, budget monitoring, and continuous improvement initiatives.
Collaborate closely with Claims Management, other senior leaders, vendors, and internal partners.
Ensure claims operations comply with applicable regulatory requirements, internal policies, and industry standards, applying informed judgement to complex or emerging issues.
Guide the development and enforcement of audit procedures to ensure compliance with internal policies, claims standards, and regulatory requirements.
Exercise financial stewardship over claims activities, balancing fair outcomes, cost control and risk exposure in decision making.
Strengthen internal controls and governance practices to support consistency and risk management.
Monitor and analyze claims performance against standards, assess trends, and provide recommendations for improvement.
Monitor performance metrics, vendor effectiveness, and member experience to identify opportunities for improvement.
Translate insights into targeted actions to improve performance and outcomes.
Ensure consistent use of performance metrics and reporting across teams.
Use data and insights to inform operational and strategic decision-making.
Lead and support a team of Claims Managers and Examiners, drawing on extensive professional expertise, setting clear expectations and providing day-to-day guidance.
Mentor Managers and Examiners through coaching, audits, and one-on-one development conversations.
Set clear member service expectations for staff.
Oversee employee relations within the department, including hiring, performance management, and overall team effectiveness.
Oversee reserving, settlement, and denial practices, exercising financial oversight and ensuring adherence to internal standards and protocols.
Manage complaints, escalations and sensitive files with a high degree of professionalism and sound judgment.