Performance Specialist, Claims

AMA - Alberta Motor Association•Edmonton, AB

1d•Hybrid

About The Position

AMA Insurance is looking for a high-impact Claims Performance Specialist who thrives in complexity, brings clarity to ambiguity, and isn’t afraid to challenge the status quo. This role is for someone who can juggle multiple initiatives, think analytically, and lead meaningful change across claims operations. Someone who asks questions, enjoys simplifying what’s overcomplicated, and gets satisfaction from building better ways of working. You’ll play a central role in shaping the future of claims at AMA by strengthening the application of policy and guidelines, and prioritizing the use of data, digital tools, and AI beyond the status quo to improve both the claims experience and operational outcomes. You’ll work closely with Claims Leadership, frontline teams, IT, Product Owners, Business Transformation, and Business Analytics to turn insight into action. This is a role centered on driving change through transformation with a clear focus on execution and adoption ensuring improvements translate into day-to-day practice.

Requirements

A change-driven problem solver who thrives in complexity and ambiguity—and knows how to move work forward even when the path isn’t obvious
An end-to-end thinker who sees how claims operations, systems, data, policy, and regulatory requirements collide in the real world—and knows how to untangle them
A sharp listener who asks the right questions, connects dots, and brings people together around practical solutions
A trusted influencer who leads through credibility, structure, and trust
Someone who brings calm, clarity, and momentum when things feel messy, stuck, or over-complicated
A claims expert with deep, hands-on operational knowledge across Auto and Property claims
Confident leading solution-focused conversations about performance, risk, and what needs to improve next
Data-curious and insight-driven, able to read between the lines of KPIs, audits, trends, and file reviews
Highly organized and energized by juggling multiple initiatives without losing sight of what matters most
Collaborative and adaptable, moving effortlessly across claims operations, technology, and enablement teams
Professional, thoughtful, and consistently aligned with AMA’s values
Strong claims experience with exposure to Auto, Property & Casualty claims; injury and casualty experience and coaching or leadership roles are strong assets
You have a deep, practical understanding of end-to-end claims operations, regulatory environments, and frontline realities, with the ability to interpret legislation, policy, and guidelines into action
You’re energized by using data to drive change, comfortable working in Excel and reporting environments, analyzing trends, audits, and file reviews to generate focused, actionable insight
You’re confident applying digital tools and AI within claims processes, constantly looking for better ways to improve efficiency, consistency, quality, and experience
You bring hands-on project experience and show up as a practical leader—setting standards, building capability, and helping teams adopt new ways of working that actually stick

Nice To Haves

CIP designation or progress toward completion is considered an asset but is not required.

Responsibilities

Lead end-to-end claims performance and transformation initiatives from problem identification through execution.
Drive change through transformation, reinforcing new behaviors and ensuring improvements stick in everyday practice.
Leverage Kaizen based LEAN principles to drive continuous process improvements and enhance operational efficiency
Organize and strengthen claims operations, aligning ownership across teams, and improving how policies, procedures, and standards are applied consistently
Create and use data, audits, and analysis to drive performance, developing KPIs and dashboards, reviewing claim files, and translating trends into clear, outcome-focused recommendations
Enable and expand the use of digital tools and AI within claims workflows and into core claims operations to reduce manual effort, accelerate cycle time, improve documentation quality, and deliver a more transparent, responsive member journey.
Partner cross-functionally, including with Learning & Development, to create policies, job aids, coaching tools, and solutions that reflect frontline realities and support change adoption